Spinsino Casino - Der Antrag des Spielers auf Schließung seines Kontos wurde nicht bestätigt.

I have send mail to them to close my account but did not respond ....I have deposit much money on this casino and they dont have any deposit limits?

Dear Sussi89,

Thank you very much for submitting your complaint. I’m sorry to hear that your request to close your account has gone unanswered.

To better understand the situation and assist you further, could you please clarify the following:

• When exactly did you first contact the casino to request account closure, and which contact method did you use (e.g., email, live chat)?
• Did you mention any gambling-related reasons for your request (such as problem gambling or a need for self-exclusion)?
• Have you received any automated replies or ticket confirmations from the casino?

If possible, please forward a copy or screenshot of the email you sent to the casino to petronela.k@casino.guru so we can review it and follow up accordingly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Sussi89,

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.

Have you sent documents? Haven't heard anything from them even though I've asked them to close the account.

Har skickat dokument till dig ? Ha inte hört ngt från dom trots att jag ha bett dom stänga kontot.

Dear Sussi89,

Thank you for your update.

To help us use your emails as proper evidence, could you please forward them as attachments from Gmail? Here’s how you can do it:

How to forward emails as attachments in Gmail:

1. Open Gmail on your computer.
2. Go to your Inbox and find the email you want to forward.
3. Right-click on the email (or click the three dots next to it).
4. Select "Forward as attachment".
5. A new email window will open with the selected email attached as a .eml file.
6. In the To field, enter my email address: petronela.k@casino.guru.
7. Add a short note (e.g., "Forwarding requested emails for my complaint").
8. Click Send.

Repeat these steps for each email you want to attach.

This way, we will have verifiable evidence that the emails were actually sent to the casino.

Thank you for your cooperation.

Send u the email regards susanna

Dear Sussi89,

Thank you for your cooperation so far. To make sure we have a clear overview, here is the timeline of your communication with Spinsino as we understand it:

• 16 July – you wrote to support@spinsino.com mentioning a gambling problem.
• 19 July – you contacted Spinsino via live chat (only with a bot, and the gambling problem was not mentioned).
• 19 July – you wrote again to support@spinsino.com about your gambling problem (we have this email forwarded).
• 23 July – you wrote again to support@spinsino.com about your gambling problem (we have this email forwarded).
• 15 August – you wrote again to support@spinsino.com about your gambling problem (we have this email forwarded).

Could you please confirm that this timeline is correct, and let us know if there were any additional messages or contacts with the casino that we should include?

Thank you in advance for your reply.

Yes, that's right.

Ja det stämmer

this i send 19/7

Dear Sussi89,

Thank you very much for confirming the timeline and for forwarding the additional emails. This gives us a complete picture of your communication with the casino.

I will now contact the casino directly to request clarification regarding your account closure request and their handling of your emails.

Dear Spinsino Casino,

According to the player, she has repeatedly requested the closure of her account due to gambling-related reasons (with several emails sent between 16 July and 15 August 2025). However, she states that her account remains open and active.

• Could you please clarify why the account has not yet been closed, despite these requests? If possible, kindly provide details of your responsible gambling procedure in such cases.

Thank you in advance for your cooperation.

Hi I would really like to get a refund on this amount as I have spent more than I asked for... have debts because of this. I am aware that I need help with my gambling addiction... But if you help me close this account and get a refund then my life will start over again.. would be appreciated as I can start over from scratch. I have anxiety every day as I have debts privately that I have difficulty paying... so this refund will help me on my way 🙏🙏

Hej jag önskar så gärna att jag få en återbetalning på detta belopp då jag ha spenderat mer än va jag begär...ha skulder pågrund av detta.Jag är medveten om att ja behöver hjälp med mitt spelberoende...Men fp jag hjälp med att stänga detta konto och få återbetalning så börjar om mitt liv på nytt.. vore uppskattad då jag kan börja om från början. Ha ångest varje dag då ja ha skulder privat som jag ha svårt att betala ...så denna återbetalning hjälper mig på vägen 🙏🙏

Do I also have proof from my bank of deposits with them??

Har även bevis från min bank om insättningar hos dom??

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sussi89,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Reopen request from the player:

Fick aldrig någon betalning från denna casino🤔så de e inte löst

Dear Sussi89,

Thank you for your message.

As requested, we have reopened the complaint to give the case another opportunity to be reviewed. However, we would like to clarify that the complaint was marked as resolved by you in August 2025, using the dedicated resolution button in the complaint thread.

To proceed further, please let us know whether there has been any development since August 2025, specifically:

• whether you received any payment at any point, and
• if not, whether you have any new information or communication from the casino since then.

Your clarification will help us understand the current situation and determine the next steps.

Thank you in advance for your cooperation.

Dear Sussi89,

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,
Petronela
Casino.Guru