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Since March 18, 2024 I asked to close my account because I lost a lot of money and I have a gambling addiction problem. Without me asking, the casino reopened my account, resulting in me losing even more money. Total 60 euros to date.

It violated the terms of responsible gaming and I want my account permanently closed and to be compensated.

The account is open 24 hours later.

Απο τις 18 Mαρτιου 2024 ζητησα να κλεισει ο λογαριασμος μου γιατι εχανα πολα χρηματα και εχω προβλημα εθισμου στον τζογο. Χωρις να το ζητησω το καζινο ξαναανοιξε τον λογαριασμο μουμε αποτελεσμα να χασω και περισσοτερα χρηματα. Συνολο 60 ευρω μεχρι σημερα. 

Παραβηκε τους ορους για το υπευθυνο παιχνιδι και θελω να κλεισει οριστικα ο λογαριασμος μου και να αποζημιωθω.

Ο λογαριασμος 24 ωρες μετα ειναι ανοικτος

Dear diakoumivasiliki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@spinanga.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

The casino replied to me today that my account was closed again but they didn't say anything about the return of the deposits nor did they explain why they reopened it without me asking.

To casino μου απαντησε σημερα οτι εκλεισε ο λογαριασμος μου ξανα αλλα δεν ειπαν τιποτα για την επιστροφη των καταθεσεων ουτε εξηγησαν για ποιο λογο τον ξαναανοιξαν χωρις να το ζητησω

I have sent it to you. Please check your emails. I have not had any response in the meantime.

They just closed my account.

Σας το εχω στειλει. Παρακαλω ελεγξτε τα mail σας. Δεν ειχα στο μεταξυ καμμια απαντηση

Κλεισαν μονο τον λογαριασμο μου

Thank you very much, diakoumivasiliki, for your cooperation. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello diakoumivasiliki, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Before we proceed further, could you please give me some additional information? I am trying to establish a timeline, and from the provided evidence, you have requested self-exclusion due to the gambling addiction on 16th March. Your account has been closed on 18th March. Yet the screenshots of depositing money into the account are for 3rd March. Does it mean you have originally requested an account closure in February or maybe start of March? Thank you.

Good morning. My account was closed on March 18, 2024 and the deposits were made. in March 2025. You didn't see it right.

Καλημερα . Ο λογαριασμος μου εκλεισε στις 18 Μαρτιου του 2024 και οι καταθεσεις εγιναν τον Μαρτιο του 2025. Δεν το ειδατε καλα.

My apologies, I double-checked the original e-mail and can see the dates clearly now.

Now, I’d like to invite a representative of Spinanga Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify how is it possible to log in and play in a self-excluded account? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent to me directly at matej.l@casino.guru. 

Thank you for your patience and cooperation in advance.