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SpinUp - Refund request denied despite self-exclusion in place


Resolved - Both the submitting complainant and SpinUp Casino have informed us that this issue has been resolved and the player has received their funds.

Read our SpinUp Casino Review.

Player's Complaint

On Thursday 6th February 2020, Spinup casino sent me a text message (SMS) to invite me to open an account. They allowed me to register an account. I immediately went to online chat and asked if I was allowed to play at their casino and I was told that there was no problem.

I subsequently deposited and played through 140 euros of my money (I used a UK debit card and was charged in GBP)

A few days later I went to online chat and I was asked if I was self-excluded from Napoli casino. It happens that I am. I did not realise this was their sister site. I am disappointed that when I registered my account with Spinup the other day, they did not bring this to my attention. Had I known that Napoli was their sister site, I would most certainly not have registered an account with Spinup.

I requested a refund from Spinup which they have refused saying that I am trying to commit fraud - which I most certainly am not. I believe that they should not have allowed me to open an account with the, if I already had an exclusion in place. They certainly shouldn’t be sending promotional text messages out to problem gamblers, this is terrible practice don’t you think? I am also registered with Gamstop.

Please can you intervene to help me with this complaint?

Thank you in advance.

Read the casino review

4 Responses

February 18, 2020

Hi sully2015,

Unfortunately there is nothing we can do to help you in this instance. This group of operators apply predatory self-exclusion policies, where they extend the self-exclusion across the entire group meaning that players who sign-up with other properties cannot win, but do not conduct any checks at point of registration meaning that self-excluded players are free to lose.

While we find this practice absolutely abhorrent, having discussed this issue with the group on a number of occasions I can say with certainty they will not change their position.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we cannot be of more help.


February 18, 2020

Hi there,

Thank you for looking into this for me. I notice that you were able to help a similar player called Merlin123. I was hoping that because my case is similar to theirs, you might have been able to assist?

Could you at least contact the casino like you did for Merlin123? Seems a bit unfair if you help some players and not others.

Just my opinion.



February 21, 2020

Hi there,

This complaint has now been resolved.

Kind regards,


February 21, 2020

Hi sully2015,

We do not involve ourselves in these cases because there has been a shift in policy at the operator end. It is a waste of our time and resources to do so.

Glad to hear your issue has been resolved.


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sully2015 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Spin Up
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

February 18, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.