Spinanga Casino - Το κλείσιμο του λογαριασμού του παίκτη ακολούθησε τα αιτήματα αυτοαποκλεισμού που αγνοήθηκαν.

Casino: Spinanga

Complaint:

I am submitting this complaint regarding my experience with Spinanga casino, operated by Rabidi N.V.

On October 20, 2025, I sent an email to the casino requesting the permanent closure of my account due to gambling addiction. In that email I clearly stated that I had gambling problems and wanted my account closed for my own protection.

Despite this request, my account remained active and I was able to continue depositing and gambling for several months afterwards.

I repeated the request again on December 16, 2025 and December 29, 2025, again explaining that I had gambling addiction issues and asking them to close the account.

The casino ignored these requests and continued to accept deposits from me.

During that time, a total of 4,720€ was deposited through various payment descriptors including Zentoria, Spinsopotamia, Limassol, Zybros, Intergerea and Realgerea.

My account has now been closed, but only after significant financial loss that occurred after my original self-exclusion request.

Allowing a player who has clearly declared gambling addiction to continue depositing represents a serious failure of responsible gambling practices.

I am therefore requesting a refund of all deposits made after my first self-exclusion request on October 20, 2025.

I can provide all supporting documentation including emails, transaction records and bank statements.

Total amount claimed: 4,720€

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• Could you please explain which of your actions led to the casino closing your account?
• Has the casino responded to your refund request? What response have you received? Share it here or send the relevant correspondence to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear MarcMoya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your reply.

Have you ever received a response from the casino to any of your requests, either automated or structured messages from support?

After you learned your requests weren't processed, have you contacted the casino's live chat and asked for assistance?

Please let me know.

Hello MarcMoya,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru