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

Guten Morgen,

ich habe bei Spinbara gespielt und bin leider spielsüchtig. Nachdem ich darum gebeten habe mein Account unwiderruflich zu sperren und ich den Wunsch nach Aufforderung noch einmal bestätigt habe via Mail, habe ich nach Tagen festgestellt, dass der Account nicht geschlossen war. So wie es in der Sucht ist, habe ich weitere 1300€ verspielt und erneut um Schließung gebeten und um Erstattung der getätigten Einzahlung nach erster Bitte um Schließung. Der Schließung ist endlich nachgekommen, die Erstattung wurde an das entsprechende Department weitergeleitet. Seitdem keine Antworten mehr und Ignoranz.

Gleiche Situation ist mir beim identischen Anbieter „Pistolo" widerfahren, welche exakt die gleichen AGBs haben und Pistolo hat mir anstandslos die Verluste erstattet.

Ich bitte um Unterstützung.

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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

Guten Tag,

Sie haben mich nicht ganz verstanden. Ich möchte meine Verluste zurückerstattet bekommen, welche entstanden sind, nachdem ich um Sperre gebeten habe, welcher nicht Folge geleistet wurde. Die gleiche Situation hatte ich auch mit Pistolo, die die gleichen Regeln haben, welche mir die Verluste erstattet haben.

Exakt die gleiche Situation schildert eine Nutzerin im unten stehenden Link, wo sie ihre Verluste erstattet bekommen hat:

https://de.casino.guru/beschwerden/spinbara-casino-die-anfrage-zur-schlie%C3%9Fung-des-spielerkontos

ich bitte um Unterstützung und habe an die genannte Emails weitere Screenshots geschickt.

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.

Hallo,

ich habe den gesamten Verlauf an Ihre Email weitergeleitet und erläutert wann ich die erste Sperre beantragt habe und dass ich immer noch einzahlen konnte. Jetzt bin ich endlich dort gesperrt.

Ich bitte um Hilfe bei der Erstattung.

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.

Hallo,

eigentlich war der Mailverkehr eindeutig. Ich antworte hier einmal auf Ihre Fragen:

Datum des erstmaligen Antrags auf Schließung: 28. Mai 2026

Einzahlungen 1300€ nach ersten Antrags: 22.-23. Juni 2026

Tatsächliche Schließung des Kontos: 23. Juni 2026, nachdem ich noch einmal um Schließung gebeten habe.

Es gab zwischenzeitlich zwischen dem ersten und zweiten Antrag keine weitere Kommunikation, außer nach dem ersten Antrag, wo ich die Schließung bestätigen sollte. Dies habe ich Ihnen bereits zukommen lassen.

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