Spinsy Casino - Das Spielerkonto wurde nicht ordnungsgemäß geführt.

I have a gambling problem and I reported it to the casino who first confirmed the closure of the account, then left it open allowing me to play, I want a refund

Ho problemi di gioco d’azzardo e l’ho comunicato al casinò che prima mi ha confermato la chiusura del conto,poi lo ha lasciato aperto consentendomi di giocare,voglio un rimborso

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

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? 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

Good morning,

Thank you for accepting my complaint.

As per the email screenshots, I received confirmation of account closure on 11/05/2026.

I didn't need verification.

I am attaching again the screenshot of the closure plus the deposits made after the same

Buongiorno,

grazie per aver accettato il mio reclamo.

Come da screenshot delle e-mail,ho ricevuto confermato di chiusura dell’account in data 11/05/2026.

Non necessitavo della verifica.

Allego nuovamente lo screen della chiusura più i depositi fatti dopo la stessa

Thank you very much for your reply. Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your response.

Sent everything thanks

Inviato tutto grazie

I had already forwarded all the evidence in the first messages, I hope you can shorten the times, I know you handle a lot of complaints but I hope it doesn't take a week for each response

Avevo già inoltrato tutte le prove nei primi messaggi,spero che riusciate ad accorciare i tempi,so che gestite tantissimi reclami ma spero non ci voglia una settimana per ogni risposta

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, Igor (igor.p@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

Thanks Attila

Grazie Attila

Dear Tommi272727,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinsy Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinsy Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinsy Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor,

Thanks for taking care of my case. The casino hasn't responded to my emails for a week. Can you try contacting them privately? Maybe they'll listen to you.

Ciao Igor,

grazie di occuparti del mio caso. Il casinò è una settimana che non risponde alle mie e-mail,puoi provare a contattarlo privatamente? Magari a te danno ascolto

Hi Igor,

Thanks for taking care of my case. The casino hasn't responded to my emails for a week. Can you try contacting them privately? Maybe they'll listen to you.

Ciao Igor,

grazie di occuparti del mio caso. Il casinò è una settimana che non risponde alle mie e-mail,puoi provare a contattarlo privatamente? Magari a te danno ascolto

This is the last answer they gave me on 06/04

Questa è l’ultima risposta che mi hanno dato il 4/06

Dear All,

Thank you for bringing this case to our attention.

We would like to inform you that we have initiated a thorough investigation into the player's account.

We are actively reviewing all the details of this matter and will provide a formal update here as soon as our relevant department completes the investigation.

Thank you for your patience.

Best regards,

Spinsy Casino Team

Dear Spinsy Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Thank you all for taking care of my case. Spinsy has been looking into it for a week now. I don't see why it took so long, given the clear evidence provided.

Grazie a tutti per prendersi cura del mio caso,è già una settimana che Spinsy sta esaminando il caso. Non vedo il perché di tutto questo tempo visto le prove fornite siano chiare

Dear Tommi272727,

Thank you for your patience while we investigated your case.

We would like to inform you that we have just sent a detailed update directly to your registered email address regarding a resolution. Please review your inbox and reply to us at your earliest convenience so we can proceed with the next steps.

Best regards,

Spinsy Casino Team

I ACCEPT THE REFUND, I HAVE ALREADY SENT ALL THE DATA TO MAKE THE BANK TRANSFER, I WOULD LIKE IT TO BE DONE BY TOMORROW

ACCETTO IL RIMBORSO,HO GIÀ INOLTRATO TUTTI I DATI PER FARE BONIFICO,GRADIREI VENISSE FATTO ENTRO DOMANI

Good morning,

I still haven't received the promised credit

Buongiorno,

ancora non ho ricevuto l’accredito promesso

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

Dear Tommi272727,

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,

Igor