The player from Germany requests assistance after attempting to close his account at Spinbara due to a gambling addiction, but the closure was not initially processed. After losing €1300, he requested closure again and a refund of his deposit, but has not received a response since the account closure. He notes that another provider, Pistolo, reimbursed him without issues.
Spinbara Casino - Player’s account closure request has been ignored.
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Waiting for Casino Guru to reply
6d 18h 29m 41s
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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5 days ago
Translation
Good morning,
I played at Spinbara and unfortunately have a gambling addiction. After requesting that my account be permanently closed and confirming this request via email, I discovered several days later that the account hadn't been closed. True to my addiction, I gambled away another €1300 and requested closure again, along with a refund of my initial deposit. The account was finally closed, and the refund was forwarded to the relevant department. Since then, I've received no response and have been completely ignored.
I experienced the same situation with the identical provider "Pistolo", which has exactly the same terms and conditions, and Pistolo reimbursed me for my losses without any problems.
I am asking for support.
Automatic translation:
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3 days 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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3 days ago
Dear Joko888,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
I have read the casino's T&C's and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinbara.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
To better understand the situation, please answer the following questions.
- When and how did you first request an account closure?
- You mentioned that you received a confirmation of this first request. Please forward the first requests along with the casino's response to jean.s@casino.guru.
- Also, please forward any other relevant correspondence between you and the casino to my email.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 days ago
TranslationGood day,
You didn't quite understand me. I want a refund for my losses, which I incurred after requesting a suspension that was ignored. I had the same situation with Pistolo, who have the same rules and refunded my losses.
A user describes exactly the same situation in the link below, where she received a refund for her losses:
https://de.casino.guru/beschwerden/spinbara-casino-die-anfrage-zur-schlie%C3%9Fung-des-spielerkontos
I am requesting support and have sent further screenshots to the aforementioned email addresses.
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6 hours ago
Thank you for the clarification and for sending the additional information.
The key issue in assessing your complaint is determining whether your initial request to permanently close your account due to gambling addiction was handled appropriately and whether the casino allowed you to continue gambling after it should have taken effect.
To establish an accurate timeline, please forward the complete email threads relating to your account closure requests, including the casino's responses and any confirmation that your account had been closed. Please send the original email messages rather than screenshots so we can verify the email headers, dates, and timestamps.
Additionally, could you please confirm whether your account was eventually closed? If so, after your first request for permanent closure due to gambling addiction, when were you first able to deposit and gamble again? This information will help us determine which transactions took place after your self-exclusion request should have been enforced.
