The player from Hungary files a complaint against the online casino for failing to close her account despite multiple requests due to a gambling problem. The casino confirmed her closure request but kept the account open for six months and continued to send promotional emails. She demands the return of her total deposits of about 400,000 HUF after her account was only closed following a refund request.
Spinbara Casino - Player's account closure request has been ignored.
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Waiting for Casino Guru to reply
4d 17h 32m 26s
Spinbara Casino
Safety Index 8.4 HighCase summary
Discussion
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3 days ago
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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2 days ago
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2 days ago
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
