Spinoloco Casino - Jogador denuncia operações ilegais do cassino.

I'm filing a complaint against Spinoloco Casino for the same reason: accepting deposits from players in Portugal without any valid license issued by SRIJ.

I made deposits via Eupago and MBWay, which should only be available to casinos licensed in Portugal.

After requesting account deletion and self-exclusion, I received no response and they continued to allow access and deposits, constituting a violation of the responsible gaming policy.

I ask Casino Guru to investigate this situation and contact the operator for reimbursement of the amounts deposited, as the casino is operating illegally.

I will attach bank statements and proof of payments as evidence.

Venho apresentar reclamação contra o Spinoloco Casino, pelo mesmo motivo: aceitação de depósitos de jogadores em Portugal, sem qualquer licença válida emitida pela SRIJ.

Efetuei depósitos através de Eupago e MBWay, que só deveriam estar disponíveis para casinos licenciados em território português.

Após solicitar eliminação da conta e auto-exclusão, não obtive resposta e continuaram a permitir o acesso e depósitos, configurando violação da política de jogo responsável.

Peço ao Casino Guru que investigue esta situação e contacte o operador para reembolso dos montantes depositados, já que o casino está a operar de forma ilegal.

Anexarei extratos bancários e comprovativos de pagamentos como prova.

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 Joaobsousa,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Cashed Casino.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Regarding your self exclusion request, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

I've replied to your e-mail

Já respondi para o e-mail

Dear Joaobsousa,

thank you for your email.

• Do I understand correctly that your first self exclusion email to Spinoloco Casino was sent on November 9th, please?
• Have you received any response? Is your account closed?
• When was the last time you made a deposit, please?

Looking forward to your reply,

Katarina

Hello, Katarina,

Thank you for your message.

I would like to clarify the dates, as there is a very important point:

- My first request for permanent account closure was sent to Spinoloco on 27/09/2024, according to the email with the attached form (Account Management Form).

- This request was made for financial reasons, and the closure should have been immediate and definitive.

- However, my account remained active after that date, without any warning or explanation from the casino.

- Only on 10/06/2025 did I finally receive an email from Spinoloco informing me that the account had been closed.

I therefore ask the casino to provide:

Full explanation as to why the account remained open after my formal request for permanent closure on 27/09/2024.

Detailed history of all account activity, including:

- Login dates

- Deposits made

- Payment methods used

- Balances

- Losses and gains

Information on who authorized or processed the reopening/continuation of the account.

Confirmation that the failure to close the account is not in accordance with responsible gaming policies.

This situation has resulted in spending that should not have been possible, so I need this analysis done as a matter of priority.

Thank you in advance for your help.

Best regards,

Olá Katarina,

Obrigado pela sua mensagem.

Gostaria de esclarecer as datas, pois existe um ponto muito importante:

– O meu primeiro pedido de encerramento permanente da conta foi enviado ao Spinoloco em 27/09/2024, conforme o e-mail com o formulário em anexo (Account Management Form).

– Esse pedido foi feito por motivos financeiros, e o encerramento deveria ter sido imediato e definitivo.

– No entanto, a minha conta continuou ativa após essa data, sem qualquer aviso ou explicação por parte do casino.

– Apenas em 10/06/2025 recebi finalmente um e-mail do Spinoloco a informar que a conta tinha sido encerrada.

Peço, por isso, que o casino forneça:

Explicação completa sobre por que motivo a conta permaneceu aberta depois do meu pedido formal de encerramento permanente em 27/09/2024.

Histórico detalhado de todas as atividades da conta, incluindo:

– Datas de login

– Depósitos realizados

– Métodos de pagamento usados

– Saldos

– Perdas e ganhos

Informação sobre quem autorizou ou processou a reabertura/continuação da conta.

Confirmação de que a falha em encerrar a conta não está de acordo com as políticas de jogo responsável.

Esta situação resultou em gastos que não deveriam ter sido possíveis, portanto preciso que esta análise seja feita com prioridade.

Agradeço desde já a ajuda.

Cumprimentos,

Dear Joaobsousa,

thank you for your reply and email.

Could you please forward the self-exclusion emails in their proper email format rather than as screenshots?

Do you struggle with a gambling problem, please?

Looking forward to your reply,

Katarina