The player from Germany requested 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 had not received a response since the account closure. He noted that another provider, Pistolo, had reimbursed him without issues. We reviewed the timeline, contacted the casino, and the case was settled when Spinbara closed his account and offered a €1,300 refund, which he accepted and received. As the refund was processed and the account was closed, we closed the complaint as rejected because the player later remained dissatisfied with the wider issue involving other casinos operated by Stellar Ltd., which had to be handled separately. However, the player has later specified that the Spinbara issue is considered resolved, and the outcome has been hence re-assessed.
Spinbara Casino - Player’s account closure request has been ignored.
Case closed
Amount: €1,300
Spinbara Casino
Safety Index 8.3 HighCase summary
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.
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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
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.
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.
TranslationHello,
I forwarded the entire history to your email address, explaining when I first requested a suspension and that I was still able to make deposits. Now I'm finally suspended there.
I need help with the refund.
Dear Joko888,
Thank you for forwarding the email correspondence.
Unfortunately, the files you sent are screenshots rather than the complete email threads. As a result, I am unable to verify the email headers, dates, timestamps, and the full context of the communication. From what I received, I can only identify emails dated May 28 (your request to close the account), June 24 (the casino's response stating that the matter was being reviewed), and June 27 (the casino's rejection of your refund request).
Without the complete email threads, several important details remain unclear.
To properly assess your complaint, I need to establish an accurate timeline of the relevant events. Could you please clarify the following:
- On what date did you first request that your account be permanently closed due to your gambling addiction? Based on the emails you provided, the first mention of your gambling addiction appears in your email dated May 28. If you made such a request before that date, please forward the complete email thread.
- On what date did you make the approximately €1,300 in deposits and the subsequent gameplay after submitting your self-exclusion request?
- On what date did the casino finally close your account?
- Were there any additional communications between your initial self-exclusion request and the eventual account closure? If so, please forward those as well.
Regarding your reference to another complaint and your experience with Pistolo, please note that each case is assessed individually based on its own facts and evidence. My assessment will therefore focus solely on the timeline and documentation relating to your case with Spinbara.
I look forward to your clarification.
TranslationHello,
Actually, the email correspondence was quite clear. I'll answer your questions here:
Date of initial application for closure: May 28, 2026
Deposit of €1300 after initial application: June 22-23, 2026
Actual closure of the account: June 23, 2026, after I requested closure once again.
There was no further communication between the first and second applications, except after the first application, where I was asked to confirm the closure. I have already sent you this confirmation.
Dear Joko888,
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 L., (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,
Jean
Hello Joko888, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
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.
Dear Player,
We would like to inform you that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Spinbara Casino Team
Dear All,
The matter is currently undergoing internal review as we await formal feedback from the relevant department.
We are working to provide you with an official response as soon as possible, and we appreciate your continued patience and understanding.
Best Regards,
Spinbara Team
Dear Spinbara Casino, as I am unable to prolong the timer indefinitely, I would like to ask for speedier investigation, if possible. In case you need more time to get to the bottom of this issue, you can request reopening of this case at any time, in case the timer runs out. Thank you for your cooperation and 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 Player,
Thank you for your patience while we conducted a thorough review of your inquiry.
We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.
Following a review of your case, we are prepared to offer you a refund of 1,300 EUR as part of the settlement.
Kindly confirm your acceptance of this offer so that we may process the refund for you.
In order to proceed with the refund of your funds, we kindly ask you to provide the following details:
Full Name (please provide all names, including middle name)
Name of the owner of the bank account
IBAN
BICits germany
Bank name
Bank location (country)
Once we obtain this information, we will proceed with the payment process.
If you have any additional questions, please do not hesitate to contact us.
Kind regards,
Spinbara Casino Team
TranslationThank you very much! To which email address should I send the data?
TranslationI sent my data to support@spinbara.com
And I hope for a prompt refund.
I would like to thank both sides for reaching a mutual agreement.
Dear Spinbara Casino, please let us know once the refund has been processed.
TranslationThe refund was successfully processed and I have already received the amount.
Dear Casino Guru Team, I would like to sincerely thank you for your support!
I would also like to thank the provider for reaching an agreement!
TranslationI did further research and came across the following:
As you may already see, I have opened numerous complaints, from which similar cases emerge.
After further research, I discovered that all these casinos belong to the parent company "Stellar Ltd", which is why the parent company was explicitly aware of my gambling addiction and did not prevent me from registering with the subsidiaries.
These are various casinos, including Pistolo, Bankonbet, Spinbara, Malina, SGCasino, Legiano, and many more. I gambled away large sums of money at all of them due to my addiction. Now I've learned that all these providers belong to the parent company Stellar Ltd., and that Stellar Ltd. failed to meet its duty of care.
Therefore, I consider this matter unresolved and, with the support of Casino Guru, would like to contact the parent company, Stellar Ltd., and request a list detailing all deposits made across all casinos. This list must be available, and according to the GDPR, I have a right to my data.
I would then like to demand a refund of all deposits made, on the grounds that the mother of all casinos was aware of my gambling addiction and failed to prevent me from playing.
Dear Casino Guru Team, I need your help.
Dear Joko888, thank you for confirmation of the refund being received.
Regarding your issue with Stellar Ltd, unfortunately I will not be able to help in this matter. I am not a lawyer, therefore I can't request your personal data to be sent to me. Also, Casino Guru deals with each casino complaint separately. If you feel like you have been wronged by other casinos owned or operated by Stellar Ltd, I would recommend opening separate complaints against each of them. This is mostly due to the fact that even casinos under one umberlla are usually owned or operated by different entities and we have to always deal with people directly responsible for said casino.
Regarding this issue with Spinbara Casino: since you have received your refund and the account has been closed, there is nothing more I can mediate adn the complaint will now be closed. However, as you are still disatissfied with the outcome, it wil be marked as "rejected" instead of "resolved", because Casino Guru does not consider cases where player is not 100% satisfied with the outcome as resolved.
Also, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) 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.
Thank you for your understanding.
