Spinalto Casino - Spillerens selvudelukkelse håndhæves ikke.

I would like to file a complaint against Spinalto Casino for repeatedly failing to enforce my permanent self-exclusion despite my repeated requests and my clear statements that I was suffering from a gambling addiction.

My first self-exclusion request was submitted on 23 May 2026. As it was not properly implemented, I contacted support again on 4 June 2026 and requested permanent self-exclusion for a second time. During that conversation, I was encouraged not to proceed with my request before my account was eventually closed.

However, my account was later reactivated without my knowledge or consent.

On 4 July 2026, I requested permanent self-exclusion for a third time. Once again, I faced attempts to discourage me before my account was closed.

On 10 July 2026, I discovered that my account had been reactivated again without my permission. I was able to gamble and lost €3,100. On 11 July 2026, I submitted a formal complaint requesting a refund. During a live chat, customer support informed me that the reactivation had occurred due to a technical issue.

Despite my complaint being under investigation, I regained access to my account again on 20 July 2026 and lost another €690.

The VIP Manager requested KYC documents and informed me that the investigation would take 4–6 weeks. I immediately provided all requested documents, including proof that my account had already been verified. Nevertheless, my account remained open.

As a result, on 24–25 July 2026, I was able to gamble again and lost an additional €3,500 while my complaint was still under review. I immediately informed the casino and requested that these losses also be refunded.

A permanently self-excluded account should never be reactivated. I should never have been able to access gambling services after repeatedly requesting permanent self-exclusion and informing the casino about my gambling addiction.

I have retained all emails, live chat screenshots, account history, self-exclusion requests, complaint correspondence, and verification emails, and I am ready to provide them as evidence.

I respectfully request that Casino.Guru review this case and assist me in obtaining a fair resolution

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinalto Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your response.

I have sent the requested evidence, including my initial requests for permanent self-exclusion and related correspondence, to your email address.

Thank you for your time and help. I look forward to your response.

Sincerely,

Σας ευχαριστώ για την απάντησή σας.

Έχω στείλει τα ζητούμενα αποδεικτικά στοιχεία, συμπεριλαμβανομένων των αρχικών αιτημάτων μου για μόνιμο αυτοαποκλεισμό και της σχετικής αλληλογραφίας, στη διεύθυνση ηλεκτρονικού ταχυδρομείου σας.

Σας ευχαριστώ για τον χρόνο και τη βοήθειά σας. Αναμένω με ανυπομονησία την απάντησή σας.

Με εκτίμηση

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 (martin.l@casino.guru). 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 Eleni_TT,

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 will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Eleni_TT,

Unfortunately, despite our attempts, we have been unable to establish contact with the casino regarding your complaint. As we cannot obtain its response, verify the complete account history, or secure the requested refund without its cooperation, we have no option but to close the complaint as unresolved.

The evidence you provided raises serious concerns, particularly because it shows clear requests for self-exclusion connected to a gambling problem and indicates that your account later became accessible again. I am sorry that we could not help you reach a satisfactory resolution.

I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

As an additional protective measure, you may consider BetBlocker, a free tool provided by a UK-registered charity. It can block access to thousands of gambling websites across multiple devices and can be configured either as a complete restriction or for selected periods when you feel particularly vulnerable. Setup is quick, it works quietly in the background, supports multiple languages, and may be used anonymously.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources or another ongoing complaint, leave the Casino Guru blocking option unchecked during setup. You may also find our Global Self-Exclusion Initiative helpful.

I am sorry we could not be of further help.

Kind regards,

Martin