Spinbara Casino - Player’s account closure request is delayed.

Ich habe eine Kontoschließung beantragt und eine Sperre mir sms zu senden. Nichts von beiden ist passiert.

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Dear Crystal111,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Have you manually unsubscribed from the casino's marketing communication? (newsletters, ads)
• Could you explain what the amount of €1000 represent in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

Letzter Kontakt 19.01.2026 über die Schließung meines Kontos.

Ich bekomme ständig SMS, deswegen will ich mein Konto schließen lassen.

Den Betrag können Sie ignorieren.

Vielen Dank.

Thanks for the explanation.

I have reduced the disputed amount of the complaint to 0€ based on your clarification.

• Have you received any response from the casino regarding the account closure since your last post?
• Could you please share with me screenshots of the messages you kept receiving from the casino?

Post screenshots here or send the information to my email at tomas@casino.guru

Es wurden mehr Mails geschrieben aber bereits gelöscht. Nein Spinbaras Support ist einfach nicht vorhanden. Das sind komplette Betrüger, teilweise Zahlen sie gewinne nicht aus und kümmern sich nicht um support Angelegenheiten.

Thanks for your reply.

• Could you please share with me screenshots of the messages you kept receiving from the casino?

Send them to my email at tomas@casino.guru or post screenshots here.

Gar keine Nachrichten von Spinbara erhalten weil der Support nicht vorhanden ist.

I apologize for any misunderstanding.

You wrote:

I keep receiving text messages

Could you please share screenshots of these messages with me? Send the information to my email at tomas@casino.guru

Dear Crystal111,

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.

Dear Crystal111,

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, Igor (igor.p@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,

Tomas

Dear Crystal111,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinbara Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinbara Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinbara Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello everyone!

Dear Crystal111,

Thank you for reaching out to us regarding this matter.

We would like to kindly inform you that your account is being closed and the communication programs have been deactivated from our side.

We need to inform you that for some reason, our e-mails have not reached you so we could not communicate properly with you via e-mail regarding your account closure request, either there is an issue with your e-mail or you have blocked our e-mail address or some other reason.

In any case, your account is permanently closed now and communication regarding promotions and offers has been stopped between you and our casino.

Best regards,

Spinbara Team

Dear Crystal111,

According to the message from the casino, your account has now been closed, and no further promotional materials will be sent.

If this information is accurate, we kindly ask you to confirm whether you believe this matter has been resolved.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Crystal111,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

Dear Spinbara Casino,

According to the player’s request to reopen the case, they are still receiving offers via SMS.

Could you please provide additional information regarding this issue and clarify the situation?

I would also appreciate it if you could provide any relevant information.

Am 08.04.2026 habe ich noch eine bekommen...

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 Crystal111,

We kindly inform you that we are checking the matter and we will update you regarding that at the nearest time possible.

Thank you so much for your patience.

Best regards,

Spinbara Team

Dear Spinbara Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Crystal111,

We kindly inform you that after information that we had from the relevant team , all communication programs regarding your account have been stopped from our side.

Thank you so much for your patience.

Best regards,

Spinbara Team

Dear Crystal111,

According to the casino’s message, all promotional communication should have stopped by now.

Please let us know whether you have received any further messages.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Crystal111,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

Dear Spinbara Casino,

The player requested the reopening of this case, stating that they are still receiving promotional offers. Please review the screenshot below.

I will give this case one last chance to be resolved.

Please note that this complaint was initially created a few months ago. Since then, you have assured us on multiple occasions that all promotional communication between you and the player had stopped. Therefore, if the issue is not resolved within the next timeframe, I will close this complaint as unresolved, which may negatively affect your rating.

Thank you for your understanding.

Dear Crystal111,

We are deeply sorry of this ongoing situation. Could you kindly inform us if you are also receiving offers via e-mail or just via SMS?

Thank you so much for your help on the matter.

Best regards,

Spinbara Team

Dear Crystal111,

Spinbara Casino is asking whether you are receiving promotional offers via email as well, or only through SMS.

Thank you in advance for your cooperation.

Nur per SMS

Dear Spinbara Casino,

The player has clarified that they are receiving the promotional offers only via SMS.

Please let us know your findings regarding this case.

And just as a reminder, as I mentioned before, since this complaint has been ongoing for a while, I expect you to either resolve the issue or provide specific steps that will move this complaint toward a successful resolution. If the issue is not resolved within a reasonable time frame, I will have to close this case as unresolved. Thank you for your understanding.

Ist halt ein komplettes Scamming Casino. Auszahlungen werden nicht getätigt. Der Live Support ist einfach komplett Fake. Es gibt keine echte Mailadresse. Schließungen oder Werbung werden nicht ausgestellt.

Finger Weg von Spinbara. 100% Scam.

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 Crystal111,

Thank you for the information provided.

We would like to kindly inform you that we are working on the matter with our relevant department and we will have updates for you as soon as possible.

Thank you so much for your patience and understanding.

Best regards,

Spinbara Team

Was ist das denn für eine Antwort nach 4 Monaten?!?!?

Dear Spinbara Casino,

Since this complaint has been open for more than three months and no progress has been made, I will now close this complaint as unresolved.

It is the fundamental duty of the casino to ensure that promotional communication is not sent to self-excluded players.

Dear Crystal111,

Unfortunately, despite multiple attempts to resolve this matter, Spinbara Casino was unable to resolve the issue.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond with any news, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor

Dear all,

We’ve reopened this complaint at the request of Spinbara Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Crystal111,

According to the casino's reopening request: "...We kindly inform you that the last time client received communication from us was the 12/05/2026..."

Could you please confirm whether this information is correct?

Additionally, if you received any promotional communication after this date, please feel free to share it with us.

Stand jetzt wurde ich am 12.05.26 das letzte mal kontaktiert.

Dear Crystal111,

As it appears that the issue has finally been resolved, I will mark this complaint as Resolved. If you receive any further unwanted promotional offers, please do not hesitate to request that this case be reopened.

Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P