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.