SpinMills Casino - Акаунтът на играча е затворен без възстановяване на сумата.

Dear Casino Guru Team,

On October 19, I created an account at Spinmills Casino and deposited €223. After losing this amount, I checked the casino’s license details and discovered that Spinmills operates under a gaming license from which I have been self-excluded for a long time due to gambling addiction.

Although my main email address is blocked under that license, I used a different email when registering at Spinmills. However, I provided all my real personal details, including my full name and phone number, in the account profile. Despite this, the casino’s system allowed me to register and play, indicating that adequate verification measures to prevent excluded players from accessing the platform are not in place.

Once I realized the issue, I contacted the casino by email to request a refund of my deposit, explaining the situation. Unfortunately, I have not received any response from their support team. Additionally, when I attempted to log in again, I found that my account had been closed, yet no communication or refund has been provided.

I believe this situation constitutes a failure on the casino’s part to enforce responsible gambling and self-exclusion measures required under their license. Therefore, I kindly request a refund of €223 and your assistance in resolving this issue.

Thank you for your time and support.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Curaçao (GCB) does not share their self exclusion registry with their licensed casinos, therefore, casino operators do not have access to this register. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

• Could you please advise if you have ever informed the casino about your gambling problem?
• If so, could you please share your self exclusion request to this thread?
• Also, do you currently have access to your casino account?

Thank you for your reply.

Best regards,

Katarina

Dear Katarina,

Thank you for your response.

When I first attempted to create an account at Spinmills Casino using my main email address, the system immediately displayed a message stating that I was blocked under their license. This clearly indicates that the casino (and the license operator) had access to information about my self-exclusion status.

However, when I used a different email address — while still providing all my real personal details (full name, phone number, etc.) — the registration was accepted, and I was able to deposit and play. This suggests that the casino’s system does recognize self-excluded players by email, yet fails to prevent them from registering again under the same personal details but with a different email address.

Given that I was prevented from creating an account with my main email due to my self-exclusion, I believe the casino should have taken reasonable measures to identify and block me based on my personal data, not only my email address.

I hope this clarification helps, and I kindly ask for your assistance in reviewing this case again.

Dear Mardock,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Have you informed casino about your gambling problem?

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina,

I have sent you the email in which I requested the refund. I haven’t received any reply since October 19th. My account is, of course, closed, but there has been no mention of the refund.

I sent the email from another address I created: r*************@gmail.com

.

Dear Mardock,

thank you for your reply.

Could you please provide a screenshot of the screen you encountered when attempting to register with your self-excluded email address? Kindly share it here in the thread.

Looking forward to your reply,

Katarina

Dear Mardock,

thank you for your reply.

I understand your concern regarding the protection afforded by self-exclusion with gambling licenses. The specific enforcement conditions that Curaçao imposes on registered casinos are outside our area of expertise. Therefore, I recommend that you contact the Curaçao Gaming Authority directly to file a complaint. Please describe your situation in detail and send it via email to [email protected].

Alternatively, if you wish to initiate a self-exclusion request with the casino, I am available to assist you. I advise submitting your request directly to the casino and kindly request that you include me as a recipient in the email correspondence.

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 due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SpinMills 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."

Please send another email to casino email **** (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Kindly let me know whether you would like to continue with this complaint and submit a self exclusion request.

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,

Katarina

Dear Mardock,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru