The player from Germany sought a refund of €1900 from Gold Spin Casino due to the improper handling of his account closure and restrictions. Despite multiple requests to restrict his account and prevent game access, he suffered losses before the casino eventually blocked his account. He did not receive a response to his refund request after six weeks of attempts to contact support. We reviewed the evidence provided and found it insufficient to support the claim, as there was no clear proof that the player explicitly requested self-exclusion due to a gambling problem. Consequently, the complaint was closed without a refund, and the player was advised on responsible gambling resources.
Goldspin Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,900
Goldspin Casino
Safety Index 8.4 HighCase summary
Discussion
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8 months ago
Translation
Hello, I am expecting a refund of €1900 from Gold Spin Casino.
On October 1st, I contacted the casino and requested a refund because my account closure was not carried out properly.
The casino was understanding and granted me a refund.
As a result, I requested limits for my account and informed support several times that I only wanted to use my account to make my withdrawals.
I asked them to please disable the option for me to play games, saying that I have a gambling problem and only want to use my account to make withdrawals because I'm afraid of losing my money.
I had my account blocked for 24 hours a couple of times and only made one withdrawal, until I finally demanded that the account be kept open and restricted so that I could no longer place any bets.
I was then confirmed by the live chat that the account would be restricted and would remain open, but I would only be able to make withdrawals.
Unfortunately, this block was not implemented immediately, so I contacted the casino again via email.
However, one day later my account was still open and unlocked for games as normal.
As a result, I suffered a loss of €1900.
I contacted the live chat again and they apologized, explaining that there are sometimes problems with the support email, and then they immediately blocked my account. After that, I could only make withdrawals, which I did.
Nevertheless, the casino reacted too late, even though I had requested a restriction of my account over several days.
I was instructed to contact them via email regarding a refund, which I did. Unfortunately, I haven't received a reply in six weeks, and despite multiple attempts to contact them, I haven't received any response.
I sincerely hope that the casino will show understanding in my first case and refund my money.
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8 months ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
Dear gandhi1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldspin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please specify the precise date on which you submitted your account blockage request? Furthermore, could you provide the exact date the casino implemented the account blockage?
- Is your account currently blocked?
- Is there currently any balance on your player's account, please?
- Could you please share your account blockeage requests with me? Please share the information to my email at katarina.d@casino.guru.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
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
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8 months ago
TranslationHi Katharina, I sent you the email and forwarded a conversation.
I have been locking my account for 24 hours every day since the end of September so that I can make a withdrawal every 24 hours.
This worked perfectly, except for one time, but the casino already refunded me that time.
On October 1st and October 2nd, I contacted the casino several times because I wanted restrictions in place, so that I could no longer place bets, but my account would remain open.
However, this was only stopped on October 4th after repeated requests, even though it could have been done within seconds.
I still hope for a goodwill gesture from the casinos so that they will reimburse me for the loss of €1900 that I suffered on October 2nd and 3rd.
I have also repeatedly pointed out to the casino that I have a gambling problem and am therefore afraid of losing the money.
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8 months ago
Dear gandhi1988,
thank you for your message.
I have looked for your email but unfortunately I was unable to locate it. Could you please forward it again? My email is katarina.d@casino.guru. Alternatively, you can share it in this thread.
Looking forward to your email,
Katarina
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7 months ago
Dear gandhi1988,
thank you for your message and emails.
I have carefully reviewed the communication provided; however, I could not find any mention of a gambling problem. If this information has been shared with the casino, I would appreciate receiving a copy of that communication via email. My email is katarina.d@casino.guru.
Looking forward to your reply,
Katarina
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7 months ago
TranslationHello, this was only possible via live chat, as emails were not being received.
However, I have repeatedly requested restrictions on my account and have also repeatedly reported my gaming problem to the live chat.
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7 months ago
Dear gandhi1988,
thank you for your messages and screenshots provided.
Unfortunately, the omission of mentioning the gambling problem may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.
Therefore I would recommend that you send another request, but this time, include me in the copy of your email.
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 Goldspin 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 support@goldspin.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.
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
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7 months ago
TranslationThe account is already closed; I'm only concerned about the refund.
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6 months ago
Dear gandhi1988,
thank you for your reply and patience.
- Could you please share your self exclusion email with me? My email is katarina.d@casino.guru.
- What date exactly has your account been closed, please?
- When have you made your last deposit at this casino?
Looking forward to your reply,
Katarina
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6 months ago
Dear gandhi1988,
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.
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6 months ago
TranslationHello Katarina,
Sorry for the late reply, I was on vacation.
My account wasn't closed until October 28, 2025. However, this was because I still had a balance in the account and could only withdraw it very slowly.
That's precisely why I repeatedly contacted the casino to request that my account be restricted, as I have a gambling problem.
Unfortunately, I don't remember the exact deposit amounts. They were made in September and October.
But basically, what I was getting at was this:
I contacted the casino via email on October 1, 2025, and requested restrictions on my account (disabling the betting function and preventing me from placing bets). I repeatedly stated to the live chat support that the reason for my request was gambling addiction and uncontrolled gambling.
After repeated inquiries and requests for help, I was told in the live chat that the email address mentioned in the casino's terms and conditions was not working and therefore the email requesting to restrict my account could not be processed (screenshot attached).
So, on October 6, 2025, my betting account was properly suspended, and I could no longer play or wager money.
This should have happened much earlier, so I lost €1900 because the casino's email didn't work.
I've already been told that the casino made a mistake. But to this day, I haven't received the €1900 refund. I'm also no longer getting any replies to my emails.
Please include the casino in the dialogue. 
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6 months ago
Dear gandhi1988,
thank you for your reply and patience.
I have carefully reviewed the evidence you kindly provided. After thorough consideration, I must conclude that it is unfortunately not sufficient to support an argument with the casino. I am sorry to be the bearer of disappointing news.
As there is no evidence showing that you requested self-exclusion due to a gambling-related problem, I am concerned that the casino would be unlikely to grant any refund. In cases involving self-exclusion related to gambling addiction, it is essential to be as transparent as possible and to clearly inform the casino’s support team about the struggle. I understand that making such a statement is not easy and requires a great deal of courage. However, without this information, the casino has no way of identifying that a player may be affected by addiction.
Furthermore, as you have confirmed, your account has now been closed and you are no longer able to open a new account.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
As a result, this complaint will now be closed. I am sorry that I was not able to help you further and appreciate your understanding.
All the best,
Katarina
