Spinfin Casino - Ο παίκτης ζητά βοήθεια λόγω καθυστερημένων αναλήψεων.

Dear Casino Guru Team,

I would like to file a complaint against Spinfin and request assistance in clarifying my case.

I deposited a total of €1,102 with Spinfin and have not received any withdrawals. After contacting the provider and requesting a refund of my deposits, my request was initially forwarded to the relevant department. However, I have since been informed that a refund will not be issued.

In my view, there are serious doubts about the legality of the offer to German players. For this reason, I have tried to find an out-of-court settlement with the provider and have contacted them politely and cooperatively on several occasions.

The communication proceeded as follows:

I have requested a refund of my deposits.

Spinfin informed me that my request would be reviewed.

According to support, the matter has been forwarded to the responsible department.

A satisfactory solution or refund has not yet been offered.

I therefore request that Casino Guru review my case and mediate between me and the operator. I will gladly provide the complete email correspondence and proof of my deposits upon request. Furthermore, my request for self-exclusion due to gambling addiction has gone unanswered. It has not been implemented. I hereby warn all players about this scam casino.

Thank you for your support.

Best regards

[Redacted]

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen Spinfin einreichen und bitte um Unterstützung bei der Klärung meines Falls.

Ich habe bei Spinfin insgesamt 1.102 € eingezahlt und keinerlei Auszahlungen erhalten. Nachdem ich den Anbieter kontaktiert und die Rückerstattung meiner Einzahlungen gefordert habe, wurde mein Anliegen zunächst an die zuständige Abteilung weitergeleitet. Inzwischen wurde mir jedoch mitgeteilt, dass eine Rückerstattung nicht erfolgen soll.

Aus meiner Sicht bestehen erhebliche Zweifel an der Rechtmäßigkeit des Angebots gegenüber deutschen Spielern. Aus diesem Grund habe ich versucht, eine außergerichtliche Lösung mit dem Anbieter zu finden und habe mehrfach höflich und kooperativ Kontakt aufgenommen.

Die Kommunikation verlief wie folgt:

Ich habe eine Rückerstattung meiner Einzahlungen verlangt.

Spinfin teilte mir mit, dass mein Anliegen geprüft werde.

Die Angelegenheit wurde laut Aussage des Supports an die zuständige Abteilung weitergeleitet.

Eine zufriedenstellende Lösung oder Rückerstattung wurde bislang nicht angeboten.

Ich bitte Casino Guru daher um Prüfung meines Falls und um Vermittlung zwischen mir und dem Betreiber. Gerne stelle ich auf Wunsch die vollständige E-Mail-Korrespondenz sowie Nachweise über meine Einzahlungen zur Verfügung. Desweiteren wurde auf meine Anfrage zur Spielersperre wegen Spielsucht keine Reaktion gezeigt. Es wurde nicht durchgeführt. Ich warne hiermit alle Spieler vor diesem Scam-Casino

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[Redacted]

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 truly sorry to hear about your issue with Spinfin Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

In relation to the responsible gaming aspect of the complaint - could you please forward your self-exclusion request? You can reach me via email at [email protected].

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, I sent everything by email. All deposits were made after I requested a ban due to gambling addiction.

many thanks

Hallo, ich habe alles per Mail geschickt. Es gab sämtliche Einzahlungen nachdem ich angefragt hatte zur Sperre wegen Spielsucht

viele Dank

Hello, my account access has now been blocked after I was contacted by a representative of the casino to send verification data.

Hallo, nun wurde mir der Kontozugriff gesperrt, nachdem ich von einem Vertreter des Casinos angeschrieben wurde um Verifizierungsdaten zu senden.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello ydecker0011,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinfin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

The player has provided evidence showing that he explicitly requested account closure because of gambling addiction on 10 July 2026. Although your support acknowledged his request, it seems the account was not closed while further permanent-exclusion requests followed and deposits apparently remained possible.

Could you please provide the complete transaction history from 10 July until the eventual restriction? You can send the records privately to me at [email protected].

Thank you in advance for providing us with your view of the issue.

Dear Martin and ydecker0011,

Thank you for your patience while we reviewed the full correspondence and account history relating to this case.

Based on our review of the chat and email correspondence, we would like to clarify the sequence of events as follows:

The player's first contact regarding account closure was made on 11 July 2026, when he reached out to us about a gambling-related concern. At that point, our team responded the same day, on 11 July, offering the standard responsible gambling options available, including a cooling-off period, temporary account breaks, and deposit limits, in line with our responsible gambling procedures.

Following this, on 11 July, the player instead stated he had not noticed any VIP benefits. In response, on 11 July he requested bonus to be added, after his request €40 cash back was credited to his account.

after this, the player also requested a no-deposit bonus, adding that otherwise he would like his account blocked. Our team responded again offering a cooling-off period and encouraging the player to take a break from the platform.

In response, on 12 July, the player stated:

"No, I want a no-deposit bonus. Or I want my cash back for sports betting or casino tomorrow. You can credit it to me today, then I'll have another chance to win something and can reconsider the block."

This response is the reason the account remained open at that time, as the player himself indicated he wished to continue playing rather than proceed with closure.

The player's clear and explicit request for account closure was subsequently made on 21 July 2026, when he stated that he wanted to block his account due to gambling addiction.

The account was closed on 27 August 2026. During the period between the 21 July request and the account closure on 27 August, a deposit of €35 was made.

Given this sequence of events, €35 is the amount we are able to offer the player as a refund in relation to this matter.

Kind regards,

Spinfin Casino Support Team

Ladies and Gentlemen

I cannot agree with your account.

On July 10th/11th, 2026, I explicitly requested that my account be blocked due to gambling addiction. A report of gambling addiction does not lose its significance simply because an affected player subsequently attempts to continue playing or asks for bonuses. This very contradictory behavior is not uncommon in cases of gambling addiction.

Furthermore, on July 16, 2026, I explicitly wrote again: "Please block my account due to gambling addiction." You completely ignore this message in your statement.

I therefore request an explanation as to why neither my first nor my renewed blocking request of July 16, 2026 was considered an effective self-exclusion and why you instead set the relevant date at July 21, 2026.

Attached is the screenshot of the blocking requests from July 10th (not July 11th).

and 16.07 (not 21.07).

Sehr geehrte Damen und Herren,

ich kann Ihrer Darstellung nicht zustimmen.

Bereits am 10./11.07.2026 habe ich ausdrücklich die Sperrung meines Kontos wegen Spielsucht verlangt. Eine Mitteilung über Spielsucht verliert nicht dadurch ihre Bedeutung, dass ein betroffener Spieler anschließend noch versucht weiterzuspielen oder nach Boni fragt. Genau dieses widersprüchliche Verhalten ist bei einer Glücksspielsucht nicht ungewöhnlich.

Darüber hinaus habe ich am 16.07.2026 erneut ausdrücklich geschrieben: „Bitte sperren Sie mein Konto wegen Spielsucht." Auf diese Nachricht gehen Sie in Ihrer Stellungnahme überhaupt nicht ein.

Ich bitte daher um Erklärung, weshalb weder meine erste noch meine erneute Sperranfrage vom 16.07.2026 als wirksamer Selbstausschluss gewertet wurden und warum Sie den maßgeblichen Zeitpunkt stattdessen auf den 21.07.2026 legen.

Anbei nochmal der Screenshot auf die Sperranfragen vom 10.07 (nicht 11.07)

und 16.07 (nicht 21.07).

ydecker0011,

Thank you for your message and for sharing the additional screenshots.

Regarding the date discrepancy: we have checked the correspondence you referenced, and while the message was sent on your end on 10 July, it was received and logged in our system on 11 July, which is why our earlier summary referenced that date. We acknowledge this small timing difference and do not dispute that your initial request was raised around this time.

In that same correspondence, our team responded by offering the responsible gambling tools available at that stage, including deposit limits and a cooling-off period. In response, you indicated that you wished to receive a bonus and did not want to proceed with closing your account at that time. We take reports of gambling-related concerns seriously, but when a player declines the offered account-closure or cooling-off options and expresses a wish to continue playing, we are not in a position to override the player's own stated decision and close the account against their expressed wishes.

Regarding 16 July, as you have pointed out, we did respond to your message that day by again offering the full range of responsible gambling options: temporary gaming break, deposit limits, cooling-off periods, permanent self-exclusion, and additional account restrictions.

Following this, you subsequently confirmed that you wanted the account closed, which is reflected in your message of 22 July. As this was the point at which a clear and unambiguous closure request was communicated and not followed by any further request to continue playing, we consider 21 July to be the effective date on which the closure request should have been actioned.

We hope this clarifies the sequence of events and the basis for the dates referenced in our earlier summary.

Kind regards,

Spinfin Casino Support Team

Dear Martin, dear Spinfin Support,

The casino's reasoning contradicts all principles of responsible gambling and the guidelines of Casino Guru.

The casino openly admits that I requested closure due to gambling addiction on July 10th/11th and July 16th. The casino's claim that an account cannot be closed "against the player's will" if the player subsequently requests bonuses is absolutely unacceptable.

This is precisely the nature of addiction: the compulsive urge to continue gambling despite the will to stop. A casino has a strict duty of care to immediately and permanently block an account upon notification of gambling addiction, instead of further encouraging the player to gamble with cashback and bonuses.

Since the casino demonstrably knew about my gambling addiction from at least July 11th, it is liable for all losses incurred thereafter. I now ask Martin for his final assessment of this case.

Attached you will find confirmation of receipt of the emails by the casino.

To claim that the emails arrived much later is a blatant lie.

Lieber Martin, lieber Spinfin Support,

die Argumentation des Casinos widerspricht jeglichen Grundsätzen des verantwortungsvollen Glücksspiels und den Richtlinien von Casino Guru.

Das Casino gibt hier offen zu, dass ich am 10./11. Juli und am 16. Juli die Schließung wegen Spielsuchtgefordert habe. Die Behauptung des Casinos, man könne ein Konto bei gemeldeter Spielsucht „nicht gegen den Willen des Spielers schließen", wenn dieser danach nach Boni fragt, ist absolut inakzeptabel.

Genau das ist das Wesen einer Suchterkrankung: der zwanghafte Drang, trotz des Willens aufzuhören, weiterzuspielen. Ein Casino hat die strikte Schutzpflicht, ein Konto bei der Meldung von Spielsucht unverzüglich und dauerhaft zu sperren, anstatt den Spieler mit Cashback und Boni weiter zum Spielen zu animieren.

Da das Casino spätestens ab dem 11. Juli nachweislich von meiner Spielsucht wusste, ist es für alle danach entstandenen Verluste haftbar. Ich bitte Martin nun um seine abschließende Einschätzung zu diesem Fall.

Im Anhang finden sie die Eingangsbestätigung der Mails bei dem Casino.

Zu behaupten, dass die Mails erst deutlich später eingetroffen sind ist eine dreiste Lüge.