Spin Million Casino - Player's account closure request ignored.

I am submitting this complaint because Spin Million failed to close my account after I requested self-exclusion/account closure, allowed me to continue depositing and gambling despite my request, and has since ignored my refund request and failed to provide any meaningful response.

Chronology of Events

- In May 2026, I emailed Spin Million requesting that my account be closed immediately due to my gambling problems.

- Instead of closing my account, my VIP Manager, Charlotte Whitman, replied by encouraging me to keep the account open and offered deposit limits rather than carrying out my closure request.

- Because my account remained open, I was able to continue depositing and gambling.

- As a direct result of the casino's failure to close my account, I deposited £2,021.00 after my closure request.

After realising my account had not been closed, I submitted a formal refund request for £2,021.00, explaining that these deposits were made only because my closure request had not been acted upon.

Attempts to Resolve the Matter

After receiving no response to my refund request:

- I contacted Spin Million through their live chat.

- An agent named Heather asked me to provide a photograph of my payment card so my refund request could be processed. I supplied the requested information.

- Two days later, I contacted live chat again. Heather informed me that my case had been forwarded to the Account Manager and stated that an email update had been sent to me. I never received this email.

- Since then, I have contacted live chat several more times. Every agent has confirmed they can see my refund request and has told me that it has been forwarded to the responsible department and that I will receive an email response.

- Despite these repeated assurances, I have never received a decision, an update, or any meaningful response regarding my refund.

Most recently, I informed Spin Million that, because they had failed to resolve my complaint, I would escalate the matter to Casino Guru and the Curaçao Gaming Control Board. I also advised them that I would provide all relevant evidence to my bank as part of my ongoing dispute.

Evidence Available

I can provide the following evidence:

- My original email requesting account closure.

- The VIP Manager's reply offering deposit limits instead of closing my account.

- My refund request email.

- Screenshots of live chat conversations showing that Spin Million acknowledged my refund request.

- Screenshots showing Heather requested verification documents and later confirmed the case had been forwarded to the Account Manager.

- Screenshots of later chats where agents repeatedly stated that the matter had been sent to the relevant department and that I should wait for an email.

- Bank statements showing deposits made after my closure request.

Resolution Requested

I respectfully ask Casino Guru to investigate this matter and assist in obtaining a fair resolution.

I request that Spin Million:

1. Refund £2,021.00, representing the deposits made after my account closure request was ignored.

2. Confirm that my account has been permanently closed and that no future gambling activity is possible.

3. Explain why my closure request was not carried out immediately and why my refund request has been ignored despite repeated acknowledgements by their support staff.

Thank you for taking the time to review my complaint.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Million Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? and the casino's responses you refer to in your post? Please share the information with timestamps, if available, to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas