Spinando Casino - Anträge auf Schließung von Spielerkonten werden ignoriert.

So im Totally down in this Casino Money Wise..

I Told them to close my accounts multiple times without success..

every time i want to withdraw a tiny bit of money they decline it and want me to verify the same payment method over and over again.. Of course that is just total bullshit because they aim for people playing it down again instead of witdrawing.. before my last withdraw of 230 Euro i again asked to close my account which they again did not do.. i dont want to get asked stupid questions, i wanted my account closed.. THEN my 230 Euro Withdraw got declined again and they wanted me to verify again, which is basically just bullying at this point. I lost money and now i only have 130 Euros.. I want them to fully withdraw my 230 since this is as i said just bullying and trying to get people to lose everything again.

several attemps of account closure did not work, not in chat, not with my "Vip Manager"...

Please get someone representives from this casino to give me the full amount i wanted to withdraw and close my account...they earned enough euros from me.

I uploaded some of the closing requests, unfortunately i dont have the Chat log anymore.. but im sure they can provide it, in which i clearly ask several times for a closure and that they want me to verify the same method again and again..

230 Euros not less

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that we are unable to request the casino to reimburse winnings lost during regular gameplay. After reviewing the screenshots you uploaded with your complaint, I can see that the casino requested a screenshot of your payment method showing the most recent deposit made to this casino. Please be aware that requesting proof of deposit is a standard part of the verification process, and the casino is entitled to verify that the deposit was made by the account holder.

The screenshot should clearly display all necessary details confirming that you are the owner of the payment method, including the date and time when the deposit was sent to the casino. During the verification process, it is also important to refrain from continuing to play with the funds, as this carries the risk of losing the remaining balance.

Regarding the closure of your account, I would like to clarify the difference between a standard account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Cutzii,

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.

I'm sure Spinando has replied.

Where has the answer gone?

Ich bin mir sicher, dass Spinando geantwortet hat.

Wo ist die Antwort hin?

Sorry, they didn't reply here but on Trustpilot.

I had to verify the same method multiple times, for each withdrawal, even though the withdrawals themselves were only a fraction of my deposit.

Self-exclusion was not possible, so I contacted the chat support; they said I would be notified as soon as they had completed it.

That never happened.

My VIP manager kept showering me with bonuses instead of closing my account and protecting me.

Unfortunately, I no longer have the chat from the site. However, I'm sure Spinando keeps something like that.

Sorry die haben nicht hier geantwortet sondern auf trustpilot.

Ich musste die selbe Methode mehrfach verifizieren, für jede Auszahlung neu, obwohl die Auszshlungen selbst nur ein Bruchteil meiner Einzahlung waren.

Selbstausschlusd ist nicht möglich gewesen, deshalb habe ich den Chat auch kontaktiert, die sagten ich bekomme Bescheid, sobald sie es erledigt haben.

Ist nie passiert.

Mein VIP Manager hat mich dauernd mit irgendwelchen Bonis hingehauen, anstatt mal meinen Account zu schließen und mich zu schützen.

Den Chat von der Seite habe ich leider nicht mehr.Ich bin aber sicher, dass Spinando sowss aufbewahrt

Hello Cutzii,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Am I correct in understanding that you have not saved any evidence of the account closure requests you sent to the casino?

Could you please clarify what your reason was for wanting to close your account?

Additionally, is your casino account currently still open, and do you wish to have it closed now?

Dear Cutzii,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru