Spinfin Casino - A conta do jogador continua ativa apesar do pedido de autoexclusão.

Good morning, I'm facing an issue with the spinfin casino, while I requested exclusion due to gambling addiction on 1/4/26, they did not respect my request and I lost €770 on 26/4/26. Since then until today, I've been begging them to close my account, telling them over and over again about the addiction and they don't close it. On the contrary, they offer me offers and insist that I not close the account so as not to lose the VIP privileges. I have all the evidence they need and I would like your help. Please get my money back and close the account!

Καλημέρα αντιμετωπίζω θέμα με το καζίνο spinfin ενώ ζήτησα αποκλεισμό λόγο εθισμού στον τζογο στις 1/4/26 δεν σεβάστηκαν το αίτημα μου και έχασα 770€ στις 26/4/26 από τότε μέχρι σήμερα τους παρακαλάω να μου κλείσουν τον λογαριασμό λέγοντας τους ξανά κ ξανά για τον εθισμό και δεν τον κλείνουν αντιθέτως μου προτείνουν προσφορές και επιμένουν να μην κλείσω τον λογαριασμό για να μην χάσω τα προνόμια vip έχω όλα τα αποδεικτικά που χρειάζονται και θα ήθελα την βοήθεια σας παρακαλώ να πάρω πίσω τα χρήματα μου και να κλείσει ο λογαριασμός!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinfin casino (https://spinfin5.com/gr/).

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

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication (newsletters, ads)

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

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

Good evening, I have received many emails asking them to close my account, citing addiction to all of this, and they advise me to keep it open and they won't close it. I have sent you some screenshots, but if you want, I can forward all the emails to you. The last deposits were allowed on 26/4/26, 25 days after the request for exclusion due to addiction and because I was very persistent about closing it. At the moment, the account remains normally open.

Καλησπέρα έχω πάρα πολλά εμαιλ που τους παρακαλάω να κλείσουν τον λογαριασμό μου γράφοντας τον λόγο του εθισμού σε όλα αυτά και αυτοί με συμβουλεύουν να τον κρατήσω ανοιχτό και δεν μου τον κλείνουν. Σας έχω στείλει κάποια στιγμιότυπα αλλά αν θέλετε μπορώ να σας προωθήσω όλα τα εμαιλ. Οι τελευταίες κατάθεσεις επιτράπηκαν στις 26/4/26 δηλαδή 25 ημέρες μετά από το αίτημα αποκλεισμού λόγο εθισμού και από πολύ επίμονη για το κλείσιμο του. Αυτήν την στιγμή ο λογαριασμός παραμένει κανονικά ανοιχτός

Thanks to both parties for your replies.

Dear Kallioi,

Could you please provide the evidence you already provided to me in a different format where your used email address is visible for these 2 messages?

Has the casino since closed your account?

Dear casino representative,

Could you please explain what happened based on the new information about the player's account?

Looking forward to your reply.

Hello Tomas,

Thank you for the opportunity to clarify this case.

After reviewing all available internal records linked to the email addresses provided, we would like to present a clear summary of events and our findings.

The player initially contacted us requesting account closure and referencing gambling-related concerns on March 31.

During the same period, multiple follow-up conversations show the player also actively requested bonuses, free spins, and retention offers.

In several instances, the player explicitly responded to closure-related communication with requests to keep the account open in exchange for promotional offers.

The account was subsequently closed after further communication, in line with the final closure request received and confirmed with the player.

It is important to highlight that our team cannot reasonably treat a case as a confirmed self-exclusion request when the communication from the player is inconsistent and includes simultaneous requests for account retention benefits (such as bonuses and VIP offers). In such situations, we proceed cautiously, prioritising documented user intent and ensuring that any action taken reflects the most recent and explicit request from the player.

At no point was the player encouraged or required to continue playing. Promotional offers are part of standard communications and are not intended to override or discourage a valid and unambiguous self-exclusion request. When a clear and final closure request was established, the account was closed accordingly.

We found that the deposits were made while the account was still open and before we received a clear and final self-exclusion request that met our responsible gambling process. We also saw that the player used bonuses during this time. As the deposit has already been used, we are not able to refund it.

The player states that she repeatedly requested a ban due to gambling addiction and believes that receiving promotional offers during that period was inappropriate. However, at the same time, she was also requesting refunds or compensation in the form of bonuses with low wagering requirements, which is inconsistent with a clear and unconditional account closure request.

We remain committed to responsible gambling principles and take such concerns seriously. However, based on the documented communication history, we believe the account was handled in accordance with user instructions as they were presented at the time.

Every player confirms and accepts the Terms & Conditions during registration before using the platform and making deposits. These Terms clearly state that refunds are generally not possible once deposited funds or bonuses have been used for gameplay, except in cases of proven technical issues.

After reviewing the player’s account activity, we confirmed that the deposits and bonuses were actively used for gaming activity. Therefore, in accordance with the accepted Terms & Conditions and refund policy, the refund request cannot be approved.

We are, of course, open to further review if additional evidence is provided that shows a clear, unconditional self-exclusion request that was not processed in line with our policy.

Kind regards,

Spinfin Casino Team

Good morning, yes, I did indeed request a bonus as you mentioned, but all the emails I requested were blocked and you suggested a bonus or a solution so that I don't close your account. I'm uploading one of them.

Καλημέρα ναι όντως ζήτησα μπόνους όπως αναφέρετε αλλά υπάρχουν όλα τα εμαιλ που ζητάω αποκλεισμό και εσείς μου ´προτείνατε μπόνους η μια λύση ώστε να μην κλείσω τον λογαριασμό σας ανεβάζω ένα από αυτά

Thanks to both parties for your replies and your point of view.

From our perspective, once the player informs the casino of their gambling addiction, this should trigger player protection. Being consistent in the matter is not a requirement.

Dear Spinfin Casino,

We would kindly ask you to reconsider your position regarding the need to protect players in such circumstances and reconsider your conclusion regarding the refund of lost funds.

Looking forward to your reply.