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Spinanga Casino refuses to permanently close my account.

I am requesting the permanent closure of my Spinanga Casino account.

I have sent 8 emails over 15 consecutive days to the casino’s support team clearly requesting permanent account closure. Despite these repeated requests, the casino has failed to close my account and has not provided a clear or final response.

I am not requesting any bonuses, withdrawals, or compensation. I am only asking for my legal right to have my account permanently closed.

The casino’s behavior violates responsible gambling principles and basic customer rights.

I kindly ask Casino Guru to intervene and help ensure that my account is permanently closed and that I receive written confirmation of this action.

I can provide email screenshots and communication history as evidence.

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 sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Have you received any responses from the casino regarding your self-exclusion from the casino?
• What reason have you provided for the decision?
• Do you consider yourself a vulnerable person in need of protection from further gambling?
• When was the last time the casino allowed you to deposit?
• Does the casino communicate its marketing offers via channels other than email? Which ones?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

You can provide the information here or privately to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas,

thank you very much for your reply and for your willingness to help. I would like to provide a clear and complete overview of the situation, while addressing your questions at the same time.

The request for permanent and irreversible account closure (self-exclusion) of my Spinanga Casino account was made explicitly in my very first email on December 7. Since then, I have sent a total of 8 emails.

From the casino, I have received only two -three automated responses. After that, despite my repeated messages, I have not received any meaningful or human response, nor any written confirmation that my account has been permanently closed.

The reason for my request was clear from the beginning: I requested the permanent closure of my account for responsible gambling and personal protection reasons, without requesting temporary closure, limits, or any alternative solutions.

I confirm that I consider myself a vulnerable person and therefore requested self-exclusion. Despite this, my account remained active and I was allowed to make deposits until December 23, even though my closure request was already in effect.

Additionally, during the same period, I continued to receive promotional communications, both via email and SMS to my mobile phone, including bonus offers.

I would like to clearly state that, in parallel with the permanent closure of my account, I also request the immediate and permanent cessation of all marketing and promotional communications through any channel.

I would like to emphasize that I am not requesting any compensation, bonuses, or financial benefit. My only requests are:

the permanent and irreversible closure of my Spinanga Casino account, and

written confirmation that this action has been completed, including confirmation that all promotional communications have been stopped.

If necessary, I can provide screenshots of emails, SMS messages, and the full communication history as supporting evidence.

Thank you in advance for your assistance and intervention to ensure that this matter is resolved promptly and permanently.

Kind regards,

Dear AnonymousPlayer,

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,

Tomas

Dear AnonymousPlayer,

I am so sorry to hear about your problem with the Spinanga Casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Spinanga Casino,

Could you please comment on the situation where the player would like to close the account permanently and also not receive any marketing communication whatsoever?

Thank you in advance for providing the information.

Dear AnonymousPlayer,

We would like to confirm that your account was permanently closed on December 24th. A confirmation email regarding the closure was sent to your registered email address on the same day.

Furthermore, we can confirm that all marketing and promotional communication channels have been deactivated. You will no longer receive any offers via email or SMS.

Best regards,

Spinanga Casino Team

Dear AnonymousPlayer.

According to the casino’s latest reply, your account has been permanently blocked since 24/12.

Additionally, the casino has confirmed that all promotional communication has been deactivated.

Since this complaint is only about account closure and promotional communication, please let us know if you consider this complaint resolved now.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear AnonymousPlayer,

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,
Igor
Casino.Guru