Spinit Casino - A conta do jogador foi encerrada, mas reaberta.

Some time ago, during 2025 (I couldn't confirm the exact date), I requested the complete and permanent closure of my account due to accumulated losses. The casino responded that it had been successfully closed and I couldn't access it.

However, despite this "permanent" closure, I was able to regain access some time later and incur significant losses. This constitutes a serious offense, as it allowed a player to access an account that had been closed at my explicit request. I cannot retrieve any email exchanges on this matter because I lost my previous email system, but I have asked support to send me a log of all communications related to the account so I can find the specific message in which I requested the closure and its confirmation.

I demand a refund of all funds deposited and lost after the account was reopened without prior notice.

Hace un tiempo, durante el 2025 (no podría confirmar fecha exacta), hice una solicitud de cierre definitivo y total de mi cuenta por acumulación de perdidas. El casino me respondió que se había cerrado correctamente y no podía acceder.

no obstante, a pesar de este cierre "permanente" un tiempo después pude volver a acceder y acumular pérdidas importantes, suponiendo esto un grave delito por haber permitido a un jugador acceder de nuevo a una cuenta cerrada por solicitud explicita. No puedo recuperar ningún intercambio de correo sobre este tema porque perdí mi sistema de correo anterior, pero he pedido a soporte que me envíen un registro de todas las comunicaciones hechas con la cuenta para buscar la comunicación concreta en que solicité dicho cierre y su confirmación.

Exijo una devolución de todos los fondos ingresados y perdidos posteriormente a la reapertura sin previo aviso de la cuenta.

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.

Dear PlayerEsp1021,

Thank you very much for your reply and for providing additional details regarding your case. I’m very sorry to hear about your experience.

First, I would like to clarify an important distinction between a standard account closure and self-exclusion. A regular account closure does not necessarily prevent the account from being reopened in the future, whereas self-exclusion is a stricter measure that should prevent any further access, especially if it was requested due to gambling-related concerns.

In your case, you mentioned that you requested a permanent account closure due to accumulated losses and that the casino confirmed the account was closed. However, you were later able to regain access and continue playing.

To better understand the situation, I would like to ask you for a few additional details:

• Can you clarify how exactly you requested the account closure (e.g. via email, live chat)?
• Did you explicitly mention gambling issues or request self-exclusion at that time?
• Approximately when in 2025 did this request take place?
• How was your account reopened — did you request reactivation, or was access restored without your action?

You mentioned that you no longer have access to your previous email account. That’s understandable. In this case, please forward us any communication you receive from the casino support, especially the logs you have requested from them.

Please note that if the account was only closed (and not self-excluded), the casino may be allowed to reopen it upon request. However, if there are indications that the closure was related to gambling problems, the situation may be assessed differently.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Could you clarify exactly how you requested the account closure (e.g., via email or live chat)?

I first contacted them via live chat, and they told me to contact them through email. Later, I wrote them an email through my VIP account manager.

Did you explicitly mention your gambling problems or request self-exclusion at that time?

Yes, I mentioned that I had accumulated multiple losses and wanted to close the account so I wouldn't gamble again.

Approximately on what date in 2025 was this request made?

I made my last deposit on August 11, 2025. I was able to log back in in January 2026.

How was your account reactivated? Did you request reactivation or was access restored automatically?

Without prior notice or request, I started receiving offers and promotions again. I logged into my account and it was enabled again, causing subsequent losses.

¿Podría aclarar cómo solicitó exactamente el cierre de la cuenta (por ejemplo, por correo electrónico o chat en vivo)?

primero les contacté por chat en vivo, y me dijeron que contactara a través del correo. Posteriormente les escribí un correo a través de mi gestor VIP.

¿Mencionaste explícitamente tus problemas con el juego o solicitaste la autoexclusión en aquel momento?

sí, mencioné que había acumulado múltiples perdidas y quería cerrar la cuenta para no volver a jugar.

¿Aproximadamente en qué fecha de 2025 se realizó esta solicitud?

Agosto de 2025, el día 11 hice mi ultimo deposito. En enero de 2026 pude volver a entrar.

¿Cómo se reactivó su cuenta? ¿Solicitó usted la reactivación o se restableció el acceso sin que usted hiciera nada?

Sin previo aviso ni solicitud, empecé a recibir ofertas y promociones de nuevo, entré a la cuenta y estaba habilitada de nuevo, ocasionando perdidas posteriores

Dear PlayerEsp1021,

Thank you for your reply and for providing the previous details.

Please understand that without any supporting evidence confirming that your account was excluded due to gambling addiction, we are unable to proceed with the case.

• Could you please provide any additional communication you have had with the casino regarding the case? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I have repeatedly requested a record of all email communications from the casino's support and VIP service, as they have only provided me with a chat log. As I mentioned, I do not have access to my email history due to an issue that deleted all threads prior to March 2026, and I submitted the closure notification due to problems in August 2025.

In the live chat, where I have a record of all the messages, I have some explicit examples, but not the actual, final request I made by email. The problem is they won't provide me with that list of emails; they're hindering the process, and they've also stopped responding to any emails.

In addition to this, as a measure of their own making, they told me they were closing my account again and removing my phone number and email from the promotional records. However, I can still access my account, make deposits, and receive emails and text messages. Again, this is irresponsible and illegal behavior on their part. I've attached the promotional messages I received to this thread, and I'm also sending them the chat logs and deposit records by email (which show a pause due to the self-exclusion closure between August 2025 and January 2026, when they decided to reopen my account without prior notice).

He solicitado de forma reiterada al servicio de soporte y vip del casino un registro de toda la comunicación realizada por mail, puesto que solo me han enviado un registro del chat. Como le comento, no tengo acceso al historial de correos por un problema en el que se me borró todo el hilo previo a marzo de 2026, y la comunicación de cierre por problemas la hice en agosto 2025.

En el chat en vivo que tengo registro de toda la mensajería, tengo alguna muestra explícita, pero no la solicitud real y final que hice por correo. Lo que pasa que no me facilitan dicha relación de correos, están entorpeciendo la gestión, además han dejado de responder a cualquier mail.

sumado a esto, como medida suya, me dijeron que cerraban mi cuenta de nuevo, y eliminaban mi telefono y correo del registro de promociones, y sigo pudiendo acceder a mi cuenta, depositar, y recibo correos y sms. De nuevo, una actuación irresponsable e ilegal por su parte. Adjunto en este hilo los mensajes promocionales recibidos, y por correo les envío los registros de chat y de depositos realizados (en el se observa un parón motivado por el cierre por autoexclusión entre agosto de 2025 y enero de 2026 cuando decidieron reabrir mi cuenta sin previo aviso).

Thank you for your reply and for providing the previous details, PlayerEsp1021.

• Can you confirm whether you placed any bets using your deposited funds (or associated bonus), as stated in section 6.6.2?"
• Could you please confirm that you are still able to log into the account?
• Could you provide any additional evidence that would support the case?

Thank you again for your cooperation.

Can you confirm whether you placed any bets using the deposited funds (or the associated bonus), as indicated in section 6.6.2?

As I mentioned in the case description, and as you can see in the documents I emailed you, my account was closed due to gambling problems in August 2025. Subsequently, in January 2026, my account was reopened without prior notice or request, and promotions were sent again, resulting in a further significant loss of funds. Regarding your mention of clause 6.6.2, you are referring to my request for a refund of a lost bet, failing to understand that my request is directed at your illegal and irresponsible actions regarding the protection of a user with gambling problems whose account you illegally reopened.

Could you confirm that you can still log in to the account?

After filing a formal complaint and explaining that I would be taking the case to court—where there are cases in which the courts have ruled in favor of the user due to fraudulent, illegal, and irresponsible treatment by the casino—they informed me that they had closed my account. I can no longer access it, and they told me that I would no longer receive any promotions because they had deleted my data. However, as I have shown you, they continue to send me promotions by email and SMS. This is deplorable and illegal treatment.

Could you provide any additional evidence to support your case?

As I sent you by email, you have the transaction record showing the closure in August 2025 and the reopening and subsequent losses in January 2026. Furthermore, I have repeatedly requested the email communication record that explicitly shows all the closure requests due to gaming issues and their confirmation, but they ignore me, have stopped responding, and are evading their responsibilities and obligations. I am very frustrated and disappointed.

¿Puede confirmar si realizó alguna apuesta utilizando los fondos depositados (o el bono asociado), tal como se indica en la sección 6.6.2?

como le he mencionado en la descripcion del caso, y puede observar en los documentos que le envié por correo, solicite y cerraron mi cuenta por problemas con el juego en agosto 2025. Posteriormente en enero 2026 reabrieron mi cuenta sin aviso ni solicitud previa, enviando de nuevo promociones, y esto ocasionó una posterior perdida considerable de fondos. Respecto a lo que mencionan de la clausula 6.6.2. Ellos hacen referencia a que les estoy solicitando devolución de una apuesta perdida, sin entender que la solicitud está dirigida a su actuación ilegal e irresponsable sobre la proteccion de un usuario con problemas de juego a quien han reabierto la cuenta ilegalmente.

¿Podría confirmar que aún puede iniciar sesión en la cuenta?

tras quejarme formalmente y explicarles que iba a proceder a llevar el caso a organismos judiciales, donde hay casos en los que han dado la razon al usuario por trato fraudulento, ilegal e irresponsable por parte del casino, me informan de que han cerrado mi cuenta, ya ni puedo acceder, y me dicen que ya no voy a recibir mas promociones porque han eliminado mis datos. No obstante, como le muestro, siguen enviandome promociones por mail y sms. Trato lamentable e ilegal.

¿Podría aportar alguna prueba adicional que respalde el caso?

clmo le envié por correo, tiene el registro de transacciones donde se demuestra el cierre en agosto 2025 y la reapertura y consiguientes perdidas en enero 2026. Ademas, les he solicitado en multiples ocasiones el registro de comunicacion mail donde se muestra explicitamente todas las solicitudes de cierre por problemas con el juego y su confirmación, pero no hacen caso, han dejado de responder y evaden sus responsabilidades y obligaciones. Estoy muy frustrado y decepcionado

Dear PlayerEsp1021

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 Kubo (jakub.m@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,

Petra

Dear PlayerEsp1021,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinit Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinit Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello Kubo, nice to meet you.

There have been no updates in the case. I've been waiting for weeks for them to send me a record of all the emails in which I requested and they confirmed the closure of my account in August 2025 due to problems. I've written to all their contact emails and still haven't received a response on this matter, but since I initiated the procedure, they've ignored me and haven't replied. Obviously, they know they've committed an illegal act and are evading their responsibilities.

Furthermore, since they closed my account for the second time a few weeks ago, after I informed them again of all the damage caused by reopening it, they told me they would delete my contact information. However, to this day I continue to receive emails and text messages with their promotions, which makes it difficult to quit the game. Undoubtedly, this has been a regrettable and frustrating experience, and I expect them to compensate me for the financial, emotional, and psychological damage caused by their irresponsible and fraudulent behavior.

Hola Kubo, encantado de saludarle.

no ha habido ninguna novedad en el caso. Sigo esperando desde hace semanas que me envíen el registro de toda la comunicación mail en la que les solicito y confirman el cierre de mi cuenta en agosto de 2025 por problemas. He escrito a todos sus correos de contacto y sigo sin recibir respuesta a este tema, pero desde que inicié el procedimiento, me ignoran y no responden. Obviamente, saben que han cometido una ilegalidad y evaden sus responsabilidades.

además, desde su segundo cierre de mi cuenta, que lo realizaron hace unas semanas cuando les volví a informar de todo el daño causado por su reapertura, me dijeron que eliminaban mis datos de contacto, pero hasta la fecha de hoy sigo recibiendo mails y sms con sus promociones, lo cual dificulta el proceso de abandonar el juego. Sin duda, una experiencia lamentable y frustrante, en la que espero compensen el daño economico, emocional y psicologico causado por su actitud irresponsable y fraudulenta.

Yet another example of Spinit Casino's bad faith, poor taste, and disloyal and irresponsible treatment, which once again confirms their incompetence and fraudulent activity:

My account was closed for the second time after I initiated a complaint process for illegal reopening. They had reopened my account and caused significant losses, despite knowing I needed and wanted to close it permanently through self-exclusion due to gambling problems. Now, after their second closure a couple of weeks ago, they've resumed their illegal activity.

They've given me another gaming bonus, only to lure me into their trap again. They don't care about the player's vulnerability; they're encouraging me to lose money. I'm showing you a screenshot of the email I received 40 minutes ago. How much more evidence do you need before I take legal action against them through consumer protection mechanisms?

Otra muestra más de la mala fe, mal gusto y trato desleal e irresponsable de Spinit Casino, que corrobora una vez más su incompetencia y actividad fraudulenta:

Me dieron de baja la cuenta, por segunda vez, una vez inicié el trámite de reclamación por reapertura ilegal tras haberme reabierto la cuenta y haber ocasionado grandes perdidas a saber de su conocimiento de la necesidad y voluntad de cierre definitivo por autoexclusión por motivos de problemas con el juego. Pues bien, con su segundo cierre, hace un par de semanas, ahora vuelven a proceder con su actividad ilegal.

me vuelven a abonar un bono de juego para volver a caer en su trampa, y les da igual la situación desprotegida del jugador, vuelven a incentivar la pérdida de dinero. Les muestro una captura del correo que he recibido hace 40 minutos. ¿Cuántas pruebas mas necesitan para actuar contra ellos a traves de mecanismos legales y de protección al consumidor?

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.

They cannot close the case; I need them to compensate for the losses caused by their irresponsible and illegal actions.

No pueden cerrar el caso, necesito que compensen las perdidas ocasionadas por su actuacion irresponsable e ilegal.

Dear PlayerEsp1021,

Unfortunately, the casino has not responded to the complaint within the given timeframe. However, the casino’s management has demonstrated a high level of cooperation in previous cases, so we believe it is best to keep the complaint open while awaiting their response, which we hope will arrive soon.

In the meantime, I have escalated the matter through our affiliate department in an effort to reach the responsible person at the casino directly, so we can move forward without further unnecessary delays.

Thank you for your understanding, patience, and continued cooperation.

Thank you for your assistance.

Gracias por las gestiones

Dear PlayerEsp1021,

Unfortunately, despite repeated attempts to escalate the issue to the responsible person at the casino, the casino has failed to respond within the extended timer.

While I still believe the casino may eventually respond, we cannot keep the complaint open without any reaction from their side. For this reason, I will now close the complaint as unresolved.

If the casino decides to respond later, we will reopen the complaint and assess the issue again.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.