Spinaura Casino - Player’s account has been closed without a response.

I registered and deposited €150. I have a serious gambling problem and regretted it, so I requested account closure and a refund. To this day, they haven't responded to my emails and have kept my money.

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Dear mmj487,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds from the casino.

To better understand your situation and assist you effectively, could you please provide more details regarding the following:

• When did you request the closure of your account?
• Have you received any communication from the casino after your account closure request?
• Could you please send me your closure request to my email karla.m@casino.guru?

Please attach any relevant screenshots or evidence directly to the complaint thread or to my email.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello, I received an email indicating that the transfer would be made. I'll give it a few days.

To this day they still haven't paid me.... They want to keep my money.

Dear mmj487,

Thank you for your update.

I would like to clarify the difference between a standard account closure and self-exclusion due to a gambling problem.

Closing an account is generally a standard process and does not necessarily carry the same Responsible Gambling protections as self-exclusion. A self-exclusion request due to a gambling problem is different, as the casino should take appropriate measures to restrict the player's access once the gambling problem has been clearly communicated.

You stated in your complaint that you have a serious gambling problem and requested the closure of your account. However, I am currently unable to locate the email containing your original self-exclusion/account closure request, and I cannot see this request in the screenshots provided.

Could you please forward me a copy or screenshot of the original email you sent to the casino requesting self-exclusion or account closure? It is particularly important that we can see the complete wording of your request, the recipient, and the date it was sent.

Please forward it to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Hi, the important thing is that they owe me €150 and they haven't paid me. Stop defending the ignoble. I closed my account via chat because I'm a gambling addict. They asked for my bank account details, I gave them to them, and they still refuse to pay me.

Dear mmj487,

Thank you for the clarification.

I understand that you are primarily concerned about the €150 that has not yet been returned. However, in order for us to properly assess the case, we need evidence of the original communication in which you requested the closure of your account due to your gambling addiction.

Since you have now clarified that the request was made via live chat, could you please provide us with a screenshot or transcript of that original conversation with the casino? We specifically need to see where you informed the casino about your gambling problem and requested the account closure.

Additionally, please send us the subsequent communication with the casino regarding the return of your €150, including the message where they requested your bank account details and confirmed that the transfer would be made.

You can send everything to karla.m@casino.guru.

Thank you for your cooperation.

Karla M.

Hi, I didn't even get to place a bet.

I corrected my mistake and disclosed my gambling addiction. They closed my account immediately via chat. Everything was fine up to that point. I've already sent you the notification that I'll receive my money back.

Please lower the rating for these thieves.

Dear mmj487,

Thank you for providing the communication with the casino.

I can see that on 22 September 2026, SpinAura Casino confirmed that your account had been closed and that your deposit would be refunded. The casino subsequently requested your banking details in order to process the payment.

Could you please confirm the exact date when you provided all of the requested banking details to the casino?

Additionally, please let me know whether you have received any further update regarding the payment since the casino informed you that your request had been forwarded to the relevant department.

Thank you for your cooperation.

Karla M.

On the 22nd I sent my bank details, on the 24th they asked for my full name and I sent it to them the same day, since then nothing.

Dear mmj487,

Thank you for your reply.

Unfortunately, we will not be able to properly assess your case without the information and evidence previously requested.

Could you please send me the original live chat or other communication in which you informed the casino about your gambling addiction and requested the closure/self-exclusion of your account?

Please also provide the casino’s response to this request, together with the communication where they confirmed that your €150 deposit would be refunded and requested your banking details.

You can forward the relevant communication to karla.m@casino.guru.

Once we have this information, we will be able to assess the case properly and determine the next steps.

Thank you for your cooperation.

Karla M.

Dear mmj487,

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,
Karla
Casino.Guru