The player from Germany, who identified as a gambling addict, had repeatedly requested the deletion of his Spinbara account since August 2025 but had received no response. He had deposited €5535 and was dissatisfied with the process, seeking assistance in recovering his funds. The Complaints Team engaged the casino multiple times but initially received no cooperation, which led to the complaint being marked as "unresolved". After reopening the complaint, the casino acknowledged delays due to address verification issues and confirmed the account closure with gambling addiction notes. A refund of €550, representing deposits made after the official self-exclusion request, was agreed upon and processed. The complaint was then marked as resolved following the successful refund to the player.
Spinbara Casino - Player is requesting account deletion and funds back.
Case closed
Amount: €550
Spinbara Casino
Safety Index:Very highCase summary
Translation
Hello everyone,
I would describe myself as a gambling addict and have an account with Spinbara. I have requested the deletion of my account several times since August 28, 2025, more precisely on...
28.08.25
09.09.25
10.09.25
11.09.25
03.11.25
04.11.25
Furthermore, I repeatedly requested in the live chat that my emails be answered, and EVERY TIME I was told that they had been received and were already being processed, but that there was a backlog. Yesterday, I was told again to resend the emails, and I'm fed up. I have deposited €5535 since then and would like my money back.
I request your support, as I am very dissatisfied with the procedure.
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.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please forward your previous self-exclusion requests to me? Please send the information to my email at tomas@casino.guru
- Could you please advise when was the last time the casino allowed you to deposit?
As the next I would recommend that you send another request to the casino's support email: support@spinbara.com, but this time, include me in the copy of your email and keep me informed about any further developments.
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 Spinbara 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."
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,
Tomas
TranslationHello Tomas, thank you for editing,
I will gladly forward the emails regarding the deletion of my account to you.
I currently still have access to the account, but I want to delete it immediately.
I contacted support or live chat many times after I wanted to delete my account.
And it was always said that the emails were being processed.
I was last able to make a deposit 2 days ago.
Thanks for your reply and the information provided via email.
- Has the casino since contacted you regarding the closure of your account?
- Were your further efforts to self-exclude successful?
Please let me know.
TranslationHello Tomas,
I haven't heard anything since the last email and I'm still receiving text messages with similar offers. I've also deposited more money and played again.
Please provide support.
Thanks!
TranslationPlease help, I've deposited another 200 euros and I can't stop.
TranslationHello Tomas,
I request your support in this matter.
Thanks.
VG
Dear Sven1053
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Hello Sven1053, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Spinbara Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
TranslationThe deadline has passed and there's still no response… Please provide further assistance.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationSpinbara, get in touch, I want to wrap this up.
@Matej: In other complaints Spinbara answers expect from my complaint. Can you please contact your contact by spinbara, so we can fasten the process?
Dear Sven1053,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(
Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/de) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
Best regards,
Matej
We’ve reopened this complaint at the request of Spinbara Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear All,
We truly apologize for the delay and for any inconvenience this may have caused.
Following our review, we would like to clarify that we were unable to fully confirm and formally close the account due to an issue with the customer’s registered address details.
As a result, we were unable to successfully reach the customer through the required verification channels, despite the fact that the customer was able to contact us and send messages.
This discrepancy prevented us from completing the account confirmation and closure process at the time. Should it be required, we are able to provide supporting evidence of this issue directly to you, Matej.
Kind regards,
Spinbara Casino Team.
TranslationHello Spinbara Casino,
I find their reasoning very unfair to me, as I have repeatedly requested account closure for months and have also repeatedly asked via live chat when my account would be closed.
I received no response or follow-up questions regarding the outstanding address verification. This resulted in a significant financial loss, as the whole process dragged on for months.
Dear Spinbara Casino, you can send me the evidence at matej.l@casino.guru for a review. No sensitive data will be shared publicly or forwarded further.
And I would also like to ask why the account has not been suspended, once the KYC issues arise. That could prevent further losses and even push the player towards either finishing the self-exclusion procedure, or cancel it. If needed, answer to this question can be included in the e-mail containing the details to this case. Thank you.
Dear Matej,
We have provided the evidence, at your earliest convenience please do check it.
We await your answer.
Kind regards,
Spinbara Casino Team.
I would like to thank the Spinbara Casino for provided evidence and confirming the account closure on 5th December 2025. We are now investigating why the request for self-exclusion the player has sent on 14th November has not been actioned on time, and afterwards we'll proceed to the final steps.
TranslationIs there any news on this? It seems Spinbara is back in charge. I requested the closure of my account well before November 14th.
Dear Sven1053, on 14th November you have sent Spinbara your first proper self-exclusion request, prompted by my colleague Tomáš. All the previous requests were not mentioning gambling addiction, neither shown signs of distress. There was a lot of frustration, but that is understandable under the circumstances and losing money. However, until gambling addiction is mentioned, Casino Guru is following its own Fair Gambling Codex, and such messages are treated as regular account closure requests.
Normally, when asking for an account closure and stating the reason being you don't want to play in the casino anymore or you are losing money, you have an option of simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.
Due to the above, only the message from 14th November is considered relevant to this case, and unfortunately I will not be able to mediate a refund on anything gambled beforehand. Hope this helps to clear up the confusion, and as for the casino, I am waiting for their response to my last message.
TranslationEvery other casino closes the account if you want it closed, except for Spinbara, who deliberately resisted this and enabled further revenue.
The fact that this is considered tolerated here is, in my opinion, extremely consumer-unfriendly, and the reason for account closure is usually irrelevant and none of the casino's business. Having to explicitly mention gambling addiction here is unprecedented at any other casino, and I find it bordering on fraud. Especially since you're constantly lied to in the live chat and told it's being processed, even though that's not true.
Dear Sven1053, I understand your frustration and agree, that in the perfect world you request an account closure for whatever reason, and within few hours it is done. When I started dealing with account closure and self-exclusion complaints, I had the same mindset as you do: There is no reason for the casino to delay account closure and it looks suspicious.
However, after over two years of dealing with such complaints, I had to change my viewpoint, since I have seen the other side of this. Casinos gets swamped with dozens of account closure requests daily, some not even stating the reason. Then, most of these players come back in a couple of days and demand their account to be reopened. Most of the account closures are sent in the heat of the moment, after a heavy loss, and once the players cool down or get paid at work, they want to come back and play again. Some even use the account closure as a leverage to bully the VIP managers into cashbacks and bonuses, with the tried and true "give me a bonus or else close my account". Seen it hundred times over.
As you can imagine, this creates enormous strain on the support team, to constantly keep closing and reopening accounts on a player's whim, therefore nowadays I understand why some casinos simply ignore such requests. Remember what I mentioned in my previous post - if you are not addicted, you can simply delete the casino page bookmark and move on. Nothing is forcing you to come back, therefore whether the account is open or not, should be of little importance.
Having to explicitly mention gambling addiction here is unprecedented at any other casino, and I find it bordering on fraud.
Fraud is the right word. There are many players trying to participate in so-called "free betting" and even misuse self-exclusion to ensure they either get a win or Casino Guru mediates a full refund of their deposits. While we are pro-player oriented, we are also not naïve and realise not all players are honest. Hence we created sets of rules and internal procedures that we consider fair towards both - players and casinos. You can check them here, one Fair Gambling Codex for players, the other Fair Gambling Codex for casinos.
All our principles are public knowledge, and we are trying to be as open as transparent as possible - except certain internal procedures to ensure those does not get abused by unfair players or casinos. So far this system works for us, and we do our best to mediate a fair outcome. I am not saying this process is perfect, as there are always things to improve (and we do that periodically), but so far this proved to be the most fair model we developed yet.
As for the precedense - that has been established years ago and we always require players to do the first (some say the hardest) step - admit they have a gambling problem. There is nothing fraudulent about it. Same way you would get in trouble for withholding information in court, or could get injured by a doctor to whom you do not disclose usage of certain medication, same way Casino Guru is unable to help if you do not inform the casino about having a gambling problem.
If you have any more questions, I am more than happy to answer them.
TranslationI understand that there are players who are desperate enough to exploit their service (Casinoguru).
However, I still believe I'm in the right and that my request was deliberately ignored multiple times, especially since I explicitly addressed the account closure several times in the live chat. I understand that not all requests are honest, but I still find it unacceptable that this is simply being accepted without compensation or consequences for the casino. I've seen that this wasn't the first problem with Spinbara, and the fact that the casino is still being described here with a "High" security rating is simply untrue.
Not closing regular account is not a security breach. I have explained the reasoning twice now, but I understand you are firm in your beliefs and will maintain them no matter what I say. I respect that decision, and therefore, I will not engage in further conversation in this matter, and focus solely on resolving the issue at hand. Thank you for your understanding.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Sven1053, I have received a message from the casino regarding an update on the case.
They did receive the self-exclusion request you have sent them on 14th November, but due to some errors has not been processed accordingly. The casino has addressed the problem and the account should be now permanently closed with no option for reopening and marked with gambling addiction notes. At the moment we are discussing the refund amount and once I hear back, I will post another update. Due to above, I am resetting the casino timer once again.
Dear Sven1053, the casino confirmed that on the day the account should has been closed you had no balance available on your account. That means the 550€ refund offered is your total deposits between 15/11/2025 - 05/12/2025 + extra as a goodwill gesture, and it will be the final sum eligible for a refund according to our Fair Gambling Codex and player protection rules.
What's next: I will wait for the casino to confirm payment being processed on their end, then I will keep the complaint open until you confirm reception. While waiting, please let me know whether you are happy with this outcome and if the complaint can be considered resolved to your satisfaction, or not. Thank you very much.
Dear Jonas,
We would like to sincerely apologize for the inconvenience and the long wait times you have experienced. We truly appreciate your patience and cooperation as we work toward a resolution.
In order to expedite this process, we require your bank details to be sent to our team. We have noted that you may not be receiving our outgoing emails at this time; however, please be assured that we are still able to receive information sent from your address.
Please send the following information to support@spinbara.com:
- Full name (including all middle names)
- E-mail address
- Bank account owner’s name
- IBAN
- BIC/SWIFT code
- Bank name
- Bank location (country)
Once we have received these details from you, we will be able to proceed immediately with the next steps.
Best regards,
Spinbara casino Team.
TranslationDear Spinbara Team,
I sent them the bank details by email.
Thank you for your efforts.
Dear Sven1053, just to clarify: Spinbara Casino confirmed that while they can't reach you via e-mail from their side, they are receiving your e-mails with no issues. That means they should be having your bank details by now and can start processing the payment. I will swap the timer towards the casino, until they confirm payment has been processed.
TranslationI received a refund.
Thank you for your cooperation.
Dear All,
We are happy we were able to reach an agreement, and we wish you all the best moving forward.
Kind regards,
Spinbara Casino Team.
Dear Sven1053,
I am very happy to hear that your issue has been resolved, and would like to thank Spinbara Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)
Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
