Last updated: 17 October 2026
Spinatoshi (www.spinatoshi.com) is operated by Spin Reels S.R.L, registration number 455754, with its registered address at San José, Costa Rica. Spin Reels S.R.L is licensed and regulated under licence CRG / 117 / 15.10.2026 – 15.10.2027, issued in Costa Rica (the “Company”, “we”, “us”).
We want every player to have a fair, enjoyable and transparent experience. If something goes wrong, we want to know about it and put it right as quickly as possible. This page explains how to raise a complaint, how we handle it, and what you can do if you are not satisfied with our answer.
- What is a complaint?
A complaint is any expression of dissatisfaction about our services where you expect a response or a resolution. This includes, for example, complaints about:
deposits, withdrawals or refunds; the outcome or settlement of a bet or game round; bonuses, free spins, promotions or loyalty rewards; account verification (KYC), account restrictions, suspensions or closures; responsible gaming tools, limits or self-exclusion; the conduct of our staff or the quality of our support; the handling of your personal data.
General questions that we can answer immediately are handled by our support team as normal requests and are not treated as formal complaints.
- Before you complain
Many issues can be solved quickly. Before submitting a formal complaint, we recommend that you:
check your Transactions and Game history in your account, where every deposit, withdrawal, bet and win is recorded; read the relevant rules in our Terms and Conditions, Bonuses and Cashouts, Payments & Refund Policy and the game rules; contact our support team at support@spinatoshi.com, who will try to resolve the issue straight away.
- How to submit a complaint
Send your complaint in writing by email to support@spinatoshi.com, with the subject line “Complaint”.
Please send it from the email address registered on your Spinatoshi account, so that we can identify you securely. For your protection, we cannot discuss account matters with anyone other than the Account Holder.
To help us resolve it quickly, please include:
your username and registered email address; a clear description of the issue; the date and time it happened (please mention your time zone); the relevant game name, round ID, bet ID or transaction ID, if applicable; the amount involved, if applicable; any screenshots or documents that support your complaint; what outcome you are asking for.
Complaints should be submitted within six (6) months of the event they relate to. Complaints about older events may not be possible to investigate, as some records may no longer be available.
- How we handle your complaint
Step 1: Acknowledgement
We will confirm that we have received your complaint within two (2) business days, and give you a reference number. Please quote it in all further correspondence.
Step 2: Investigation
Your complaint will be reviewed by a member of our team who was not directly involved in the matter. We will examine all relevant information, including:
account and transaction records; game round data and logs provided by the game provider or aggregator; bet settlement data; communication history with our support team.
We may contact you to ask for more information or documents. Our response time is paused while we wait for your reply.
Step 3: Our decision
We aim to send you our written decision within fourteen (14) days of receiving your complaint. If the matter is complex, for example when we need information from a game provider or payment provider, we may need more time. In that case we will inform you, explain why, and give you a new expected date. In any case, we aim to resolve every complaint within thirty (30) days.
Our decision will explain what we found, the reasons for our decision, and any action we will take, such as a correction, refund or adjustment to your account.
- Escalation within Spinatoshi
If you are not satisfied with our decision, you can ask for your complaint to be escalated to management by replying to our decision email within fourteen (14) days, stating why you disagree.
Your complaint will then be reviewed again by a senior manager who was not involved in the original decision. We will send you our final decision within fourteen (14) days of your escalation request.
- Important rules
Game malfunctions. In case of a malfunction of a game or system, all affected bets and payouts may be declared void, as described in our Terms and Conditions. Game outcomes are determined by the game provider’s systems, and the game provider’s records prevail in case of any discrepancy. Bet settlement. Sports bets are settled according to our Sports Betting Rules and the official results available at the time of settlement. Account restrictions during investigation. While a complaint, verification or security review is in progress, we may temporarily restrict deposits, withdrawals or access to certain services on your account. Respectful communication. We expect all communication to remain respectful. We may stop corresponding with anyone who is abusive, threatening or who repeatedly submits complaints that have already been answered. Language. Complaints are handled in English. If you write in another language, we will do our best to assist, but the English version of our decision and of our Terms and Conditions prevails. Records. We keep records of all complaints and our responses, in line with our legal and regulatory obligations.
- Self-exclusion and responsible gaming complaints
If your complaint relates to responsible gaming, a limit you set, or self-exclusion, it will be treated as a priority. If you believe you are experiencing gambling-related harm, you can activate a break or self-exclusion at any time from your account, and you can find support organisations on our Responsible Gambling page.
- Contact
📧 support@spinatoshi.com · Subject: “Complaint”
Spinatoshi.com is operated by Spin Reels S.R.L Registration number 455754 · San José, Costa Rica Licensed under CRG / 117 / 15.10.2026 – 15.10.2027, issued in Costa Rica
18+ · Play responsibly · Gambling can be addictive