Spinbara Casino - Player’s account closure request has been ignored.

Ich habe mehrfach den Support aufgefordert mein Konto aufgrund von Spielsucht zu schliessen. Dieser ignoriert jegliche Aufforderungen, aktuell habe ich immer noch Zugriff auf mein Konto. Ich habe eine beträchtliche Summe verloren nach der Aufforderung der Schliessung und fordere Schadenersatz.

27.11. Aufforderung der Schliessung via Live Chat

27.11. Aufforderung der Schliessung via Mail (support@spinbara.com)

02.12. Erneute Aufforderung der Schliessung

Ich kann nach wie vor auf das Konto zugreifen und habe letztes mal heute 02.12. gespielt. Der Livechat hat mich auf die Support Mail Adresse verwiesen aber dort werden sämtliche Aufforderungen ignoriert.

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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 we can better determine how to assist you.

• Have you unsubscribed from the casino's marketing communication?
• When was the last time the casino allowed you to deposit?
• Have you received any automated messages when sending your requests to the casino?
• Have you saved any interactions with leve chate regarding the issue for us to review?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email support@spinbara.com and send a new self-exclusion request, and at the same time, include me in the copy of the email at tomas@casino.guru

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

Please inform me about any further developments.

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

Hallo Thomas,

ich habe erneut eine Aufforderung zur Schliessung gestellt und tomas@casino.guru in kopie genommen.

Ich erhalte folg. Meldung:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of

its recipients. This is a permanent error.

The following address failed:

tomas@casino.guru:

Haben Sie sich vom Erhalt von Marketingmitteilungen des Casinos abgemeldet?

Ich habe bei der Registrierung angegeben das ich keine Werbung erhalten möchte.

Wann konnten Sie zuletzt im Casino eine Einzahlung vornehmen?

02.12.2025

Haben Sie beim Senden Ihrer Anfragen an das Casino automatische Benachrichtigungen erhalten?

Nein, es meldet sich niemand.

Haben Sie bezüglich dieses Problems Interaktionen mit leve chate gespeichert, die wir überprüfen können?

Ich habe die Interaktion leider nicht gespeichert. Wenn ich das nachträglich machen kann bitte um Infos wie

Dear felixkammerer,

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, Kubo (jakub.m@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

Dear felixkammerer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinbara Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinbara Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear all,

We truly appreciate your patience.

We would like to inform you that the account has been closed, and the player has been informed via email.

Best regards,

Spinbara Team

Ich habe weder eine Nachricht noch eine Rückerstattung erhalten

Dear Spinbara Casino,

Thank you for your response.

Could you please explain why the closure of the player’s account took almost four weeks following the initial self-exclusion request submitted on November 27?

Thank you in advance for your clarification.

Dear Kubo,

We would like to inform you that we have contacted you via email regarding the complaint.

Please check when it is possible.

Best regards,

Spinbara Team

Dear Spinbara Casino,

Thank you for your message. I have reviewed the information provided and have responded accordingly.

I look forward to your response.

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.

Hello felixkammerer,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear felixkammerer,

It seems that there is the issue with emails. Please contact us with complaint@spinbara.com and provide the next details for the payout:

*   Full Name (please include all names including middle names)

*   E-mail

*   Bank Account’s Owner name

*   IBAN/Account no.

*   Bank Name

*   Bank location (Country)

*   SWIFT/BIC

Once it is provided we will be able to proceed with the payout.

Best regards,

Spinbara Team

Die Adresse "complaint@spinbara.com" ist fehlerhaft.

Ich erhalte folg. Meldung:

Mail Delivery Subsystem <mailer-daemon@googlemail.com> ;

Your message wasn't delivered to complaint@spinbara.com because the address couldn't be found, or is unable to receive mail.

ich habe die Infos an

• „complaints@spinbara.com"
• "support@spinbara.com"

geschickt. Bisher jedoch ohne Reaktion.

Dear Spinbara Casino,

Could you please confirm that you have received requested information from the player?

Thank you.

Dear all,

We would like to inform you that the payout was successfully completed on 26.01.2026.

We appreciate your patience in this matter.

Best regards,

Spinbara Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear felixkammerer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo