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

Dear Casino Guru, I am filing an official complaint against the online casino for failing to uphold responsible gaming standards by ignoring my multiple requests for account closure. On June 13, 2025, I requested account closure due to a gambling problem. Although the casino confirmed the request, they kept the account open for six months and continued sending promotional emails. On December 4, 2025, I repeated the closure request via chat and email. The account remained active for an additional seven months and was only closed after I requested a refund. Given the casino’s negligence, I reject the offered 59,000 HUF refund and demand the return of my total deposits, totaling approximately 400,000 HUF.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino's customer support regarding your self-exclusion requests from June 13, 2025 onwards? My email address is veronika.f@casino.guru.
• How many times did you request self-exclusion after you realized that your account had not been closed as requested in June 2025?
• Did you make any withdrawals during the period between June 13, 2025 and the date when your account was finally closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika i send it for you email!

Thank you for your email. Am I correct in understanding that the casino closed your account on 4 December 2025, and it has not been reopened since?

Dear Veronika,

​Thank you for your response. I would like to clarify the exact timeline:

​No, December 4, 2025, was not my first request. My first explicit account closure request via email was submitted much earlier, on June 13, 2025. Around that time, I also made multiple requests via live chat (unfortunately, I do not have screenshots of those specific chats at the moment). The casino confirmed the closure request, yet they kept my account active for approximately 6 months.

​On December 4, 2025, I submitted another strong request for account closure via both email and live chat. Once again, they confirmed that the account was closed, but it remained active for another 8 months.

​The casino finally closed my account on August 8, 2026.

​Since the casino repeatedly confirmed the closure but failed to execute it—leaving my account open first for 6 months and then for another 8 months while allowing deposits—they completely failed to adhere to responsible gambling practices.

​I would also like to add that I have a screenshot of a live chat conversation from between June 13, 2025, and December 4, 2025. In this chat, I mentioned my gambling addiction and asked why my account was still open despite my previous email request.

​I have attached this screenshot for your review. I hope this helps clarify the situation.

Dear noni0706

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,

Veronika

Hello noni0706, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Spinbara Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear Matej,

Please find attached the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Spinbara Casino Team

Dear Spinbara Casino, thank you for the message I have responded with further questions regarding the original self-exclusion request from 13/07/2025. Once I hear back, I will be able to mediate the complaint forward.