Spinsy Casino - A conta do jogador foi reaberta após a autoexclusão.

Dear Casino Guru Team,

I am contacting you because I need your help with a dispute with Spinsy Casino, which I consider extremely serious.

On November 21, 2024, Spinsy accepted my request for self-exclusion for Responsible Gaming reasons, officially confirming the closure of my account via email.

In the same communication, the casino informed me that it had permanently closed my profile and even invited me to contact specialized associations and services for gambling addiction, such as Gamblers Anonymous, Gamban, and GamCare.

It is therefore evident that Spinsy was perfectly aware of my condition as a vulnerable player.

Despite this, my account was later reopened without any valid reason and I was once again allowed to log in, deposit money and play.

Because of this reopening, I lost 450 euros, an amount that I now dispute in full.

On July 2, 2026, I sent a first email to the casino explaining in detail what had happened and asking:

full refund of deposits;

a new permanent self-exclusion;

the definitive interruption of any promotional activity.

Having received no response, I sent a further reminder on July 6, 2026, reiterating that my account had been reopened despite my previous self-exclusion and that this had resulted in further financial losses.

This communication also went completely unanswered.

I consider it extremely serious that an operator who had formally acknowledged my gambling problem and ordered the closure of my account subsequently allowed it to be reactivated and, subsequently, ignored my every request for assistance.

What I find even more worrying is the casino's subsequent behavior: instead of analyzing the matter and providing explanations, it simply chose not to respond to my emails anymore.

For this reason, I kindly ask you to intervene and start a mediation with Spinsy so that:

it should be clarified why an account closed for Responsible Gaming was subsequently reopened;

my request for a refund of the 450 euros lost after this reopening should be examined;

the casino's behavior, which continues to ignore all my communications, should be evaluated.

I am attaching the following:

the official confirmation of self-exclusion on November 21, 2024;

emails sent on July 2, 2026, and July 6, 2026;

all documentation useful for demonstrating the chronology of events.

I trust in your help so that this matter can finally be examined on its merits.

Thank you in advance for your support and I remain available for any further information.

Best regards,

Alfonso Gianmarco Malgieri

Gentile Team di Casino Guru,

mi rivolgo a voi perché ho bisogno del vostro aiuto per una controversia con Spinsy Casino, che ritengo estremamente grave.

Il 21 novembre 2024 Spinsy ha accolto la mia richiesta di autoesclusione per motivi di Gioco Responsabile, confermandomi ufficialmente via e-mail la chiusura del mio account.

Nella stessa comunicazione il casinò mi informava di aver chiuso definitivamente il mio profilo e mi invitava persino a rivolgermi ad associazioni e servizi specializzati per la dipendenza dal gioco, come Gamblers Anonymous, Gamban e GamCare.

È quindi evidente che Spinsy era perfettamente consapevole della mia condizione di giocatore vulnerabile.

Nonostante ciò, successivamente il mio account è stato riaperto senza alcuna valida motivazione e mi è stato nuovamente consentito di accedere, depositare denaro e giocare.

A causa di questa riapertura ho perso 450 euro, importo che oggi contesto integralmente.

Il 2 luglio 2026 ho inviato una prima e-mail al casinò spiegando dettagliatamente l’accaduto e chiedendo:

il rimborso integrale dei depositi;

una nuova autoesclusione permanente;

l’interruzione definitiva di qualsiasi attività promozionale.

Non ricevendo alcuna risposta, il 6 luglio 2026 ho inviato un ulteriore sollecito ribadendo che il mio account era stato riaperto nonostante la precedente autoesclusione e che ciò aveva comportato ulteriori perdite economiche.

Anche questa comunicazione è rimasta completamente senza risposta.

Ritengo estremamente grave che un operatore che aveva formalmente riconosciuto il mio problema di gioco e disposto la chiusura del conto abbia successivamente consentito la riattivazione dell’account e, successivamente, abbia ignorato ogni mia richiesta di assistenza.

Ciò che trovo ancora più preoccupante è il comportamento successivo del casinò: invece di analizzare la vicenda e fornire spiegazioni, ha scelto semplicemente di non rispondere più alle mie e-mail.

Per questo motivo vi chiedo cortesemente di intervenire e di avviare una mediazione con Spinsy affinché:

venga chiarito per quale motivo un account chiuso per Gioco Responsabile sia stato successivamente riaperto;

venga esaminata la mia richiesta di rimborso dei 450 euro persi dopo tale riapertura;

venga valutato il comportamento del casinò, che continua a ignorare tutte le mie comunicazioni.

In allegato trasmetto:

la conferma ufficiale dell’autoesclusione del 21 novembre 2024;

le e-mail inviate il 2 luglio 2026 e il 6 luglio 2026;

tutta la documentazione utile a dimostrare la cronologia degli eventi.

Confido nel vostro aiuto affinché questa vicenda venga finalmente esaminata nel merito.

Ringrazio anticipatamente per il vostro supporto e resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti,

Alfonso Gianmarco Malgieri

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinsy Casino.

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

• Is your account currently accessible to 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?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@spinsy.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinsy Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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