The player from Germany reported that Spinbara Casino's gaming software had appeared manipulated, leading to consistent losses. Despite sending multiple emails requesting account closure, he had received no responses and could not get assistance via live chat. He sought help in closing his account. The Complaints Team had attempted to engage with the casino but had received no cooperation, resulting in the complaint being marked as "unresolved." The player was advised to pursue self-exclusion through the Anjouan Gaming Authority and to consider using the BetBlocker app for added protection against gambling sites. Later, after reopening the complaint, the casino confirmed the account closure and agreed to a partial refund of €345, which the player accepted, with an additional €55 paid subsequently as goodwill. The complaint was then marked as resolved following full repayment.
Spinbara Casino - Player's account closure request is delayed.
Case closed
Amount: €400
Spinbara Casino
Safety Index:Very highCase summary
I would like to complain about Spinbara Casino. The casino's gaming software is manipulated; you only lose in all the games.
I have written several emails to the casino's support team requesting that my account be closed.
I'm not getting any answers and the live chat isn't responding either.
In response to my inquiry regarding account closure.
The casino is not honoring its business agreement and is simply cheating.
I need help closing my account.
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Dear Patrice01,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
- Could you please advise when was the last time the casino allowed you to deposit?
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Dear Patrice01,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Good morning, I have sent you an email.
Dear Patrice01
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 ([email protected]). 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,
Katarina
Hello Patrice01, 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.
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 account closure 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 [email protected].
Thank you for your patience and cooperation in advance.
Dear Patrice01, thank you for the message. Unfortunately, as the evidence provided to my colleague Katarina, none of your requests state gambling addiction as a reason for the account closure. Many players interchange self-exclusion for account closure and vice versa, therefore unless gambling addiction (or inability to stop playing at will) is clearly stated, there is not much I can do to help. The only reason for account closure stated by you was "problem with games" which is usually related to continuous losses when playing games. Unless the addiction or gambling problems are clearly stated, it is assumed the player has the option to stop playing and depositing of their own will.
While waiting for the casino response, could you please send an official self-exclusion request with my e-mail ([email protected]) copied to it? Here is the template:
---------------------------------------------
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Spinbara Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.
The reason for my decision is my gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
---------------------------------------------
Please send the above e-mail to [email protected] (remember to CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.
An email has been sent to spinbara support.
Thank you very much! Hopefully the casino responds shortly and the account gets blocked ASAP.
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.
I tried again to submit a self-exclusion request via live chat and keep getting the same answers since I first contacted support in August. The live chat tells me my request is being processed and forwarded to the relevant department. But there's been no response from the casino. Furthermore, I want a refund of my deposit, which now amounts to over €1000.
Thank you
I have repeatedly tried to request a self-exclusion due to gambling addiction via live chat. The casino is not responding, and I am not receiving any emails. I have lost more than €250 again and want my money back.
Dear Patrice01, self-exclusion requests via live chat are not considered valid. As per the casino's Responsible gambling page, the self-exclusion process is clearly states:
Only requests made via e-mail are valid for this case, if the casino decides to join the conversation.
That's fine, but the casino isn't responding to a single email.
That is true. They responded to several complaints, but others are left unattended. Given the high volume of the complaints lodged against SpInbara Casino at this time, I have no clue whether they manage to resolve this particular one in time.
However, if we do not hear back by the time the timer ends, I have a couple of steps prepared, for you to help with the issue at hand. But for the sake of fairness, I will give the casino time until the end of the current timer.
Dear Patrice01,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
First, I recommend visiting the casino's website, scroll down and in the footer look for the Anjouan Authority's logo. Click it, and once the license opens in a new tab, scroll down until you see the "Request Self-Exclusion" button. Click it, follow the instruction and after successfully submitting the information you should get self-excluded from Spinbara as well as other Anjouan licensed casinos.
Next, 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.
As a last step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected].
I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
We’ve reopened this complaint at the request of Patrice01. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Patrice01,
We would like to kindly confirm that your account has been successfully closed.
Thank you for your patience and cooperation.
Kind Regards,
Spinbara Casino Team
Hello Spinbara Casino.
I request a partial refund of my losses incurred since my initial self-exclusion request due to gambling addiction. I sent this email to your support team on December 4, 2025, because you failed to fulfill your obligation to close my account and ignored all my emails, instead stalling for time.
Thank you very much
I would like a refund of 600 euros from this casino.
Dear Spinbara Casino, thank you for the account closure confirmation. Could you also confirm the marketing communication will cease, and that the account is blocked permanently, with no option to reopen?
Lastly, I would like to ask if the player's cashier history (showing both deposits and withdrawals), as well as account balance from 7th December could be sent to [email protected] to check if any refund should be requested on the player's behalf. Thank you.
Dear Patrice01,
Upon reviewing your request from 19th December 2025 from this same thread. If you agree we would like to proceed with your partial refund immediately.
The time frame between 4th December till the account closure, 18th December 2025, the total deposit was 690 EUR. We have already sent an email, attached with all the possible evidences regarding 690 EUR to Matej.
However, if you agree for the partial refund of 345 EUR. We can proceed further with your refund request immediately.
We are looking forward for your update.
Kind regards,
Spinbara Casino team.
Hello Spinbara Casino.
I agree to the partial repayment of 345 euros.
To whom can I submit my account details for repayment?
Thank you very much
I would like to ask the casino not to wait another week to process this, as I would like to finally resolve this.
Thank you
Dear Patrice01,
Your quick response is greatly appreciated.
We have sent an email to you, requesting your payment details for us to proceed further with the refund of 345 EUR.
We are looking forward for your details.
Kind regards,
Spinbara Casino team.
Hello Spinbara Casino.
I haven't received an email. Please send me an email address to which I can send the data. I believe there is a problem with the email address you have on file.
Thanks
Hello Spinbara Casino, to which email address can I send my account number? I would like to receive the refund this week to close the case.
Thanks
Dear Patrice01,
We had sent the payment details request on 30th December 2025, [today], on your registered email address .
However, to help you with your request, we kindly suggest you to please share bank details as followed : -
• Full Name (please include all names including middle names) :
• E-mail :
• Bank Account’s Owner name :
• IBAN/Account no. :
• Bank Name :
• Bank location (Country) :
• SWIFT/BIC :
Please share these details at [email protected].
We are waiting for your details
Best regards,
Spinbara Casino team.
Hello, I just sent you an email with the data on [email protected] to send it to you. Did you receive the email?
Hello Spinbara Casino,
When can I expect payment? I'd like to finalize this.
Thanks
Dear Patrice01,
We really appreciate your prompt response.
We would like to inform you that we have received your bank details and we have forwarded to the relevant team to process the 345 EUR on a priority basis.
Therefore, we believe we should be able to provide you an update at the earliest as possible.
We sincerely appreciate your patience, understanding, and cooperation. Thank you very much.
Kind regards,
Spinbara Casino team.
Hello Spinbara Casino.
Thank you for the feedback. For me, "as soon as possible" is not an indication of how long the transfer will take; I want the money.
And no more waiting for days, that's unacceptable.
Good day, when can I expect the payment?
Good day Spinbara Casino
I'm asking again today: when will I receive my money?
Dear Patrice01, I have just messaged the casino. We were discussing some misunderstandings regarding the refund amount, which hopefully has now been addressed. According to your cashier history that I have been provided by, the refund amount should be totalling of 690€. This is a sum of all your deposits made in the time Casino Guru believes your account should have been already closed, and unfortunately any winnings or bonuses that have occurred during that time are non-refundable. This is due to our policy of Fair Gambling Codex, where we want to be fair towards both sides. Same way you should not be able to deposit and lose money, you should also not be able to play and win. Hence I have asked only the deposits to be refunded. Please, let me know if such outcome is satisfactory, and in the meantime I will be swapping the timer towards the casino, to let us know once the refund has been processed.
Hello Matej.
Yes, that would be fine with me. I already sent my account details to the casino two days ago.
Could you please check with the casino when I can expect the refund? As soon as possible, please, I want to put this behind me.
Thank you
Dear Matej,
We would want to inform you that Patrice01 had already agreed to our partial refund offer of 345 EUR, on December 29, 2025, in this same thread. We have also sent the the evidence to your via email.
Dear Patrice01,
We sincerely apologies for the delay.
Once we received your bank details on the evening of December 30, 2025.
Within 24 hours, on December 31, 2025, we had forwarded your bank details to our relevant team to proceed with 345 EUR.
However, due to public holidays the transfer is still under process.
Nevertheless, we assure you your case is being dealt as top priority. Hence, we humbly ask you to please be little more patience and we will make every effort to assist you with your refund of 345 EUR and provide you with an update as swiftly as possible.
We sincerely appreciate your patience, understanding, and cooperation. Thank you very much.
Kind regards,
Spinbara Casino team.
Hello Spinbara Casino,
Thank you for your feedback. To bring this matter to a close and ensure everyone is satisfied, would it be acceptable if you increased the partial repayment offer from €345 to €400 instead of the €690 refund? Then we can finalize this. Please also arrange a second payment of €55, and we'll be done once the money arrives.
Thank you very much
If Patrice01 is happy with this outcome, then there is not much else I can mediate.
If both parties agree, we'll settle on 400€ in total refund and consider the complaint successfully resolved. I will now amend the disputed amount and wait for the casino confirming the refund processing on their end.
Also dear Patrice01, please allow time for the payment to arrive, as it is still Christmas/New Year time and many banks and payment providers works on reduced hours until mid-week next week. Thank you.
Hello matej,
That's fine with me if the casino agrees.
Thank you very much for your help
Hello Spinbara Casino.
Have they transferred the repayment yet?
Thanks
Hello Spinbara Casino, I have the 345 euros, thank you very much.
Please transfer the remaining 55 euros.
Thank you very much
Dear Patrice01,
We are pleased to know you have received the 345 EUR.
We have already forwarded your bank details once again to proceed with 55 EUR as a gesture of goodwill.
Therefore, you should receive an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Kind regards,
Spinbara Casino team.
I would like to thank both sides for reaching a mutual agreement. Much appreciated.
Dear Patrice01, please let us know once you receive the remaining 55€, so we can close the complaint as resolved. Alternatively, you can use the "Complaint Resolved" button as well. Since holidays season has just ended, please allow some time for the transaction to be processed, as everything is slowly getting to normal just now. In case you have further questions, you can ask them in this thread or via e-mail ([email protected]). Thank you.
Hello matej.
I have received the remaining amount.
Thank you
Dear Patrice01,
I am very happy to hear that your issue has been resolved, and would like to thank Spinbara Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) 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.
Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
