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

On 18 June 2026, at approximately 05:50, after experiencing significant gambling losses, I contacted Spinbara Customer Support and clearly informed them that I was suffering from gambling addiction issues. In the same message, I explicitly requested the immediate and permanent closure and blocking of my account.

I received a response approximately one minute later, but no effective self-exclusion, account closure or restriction was applied.

I then sent a second message confirming that my balance was PLN 0 and again requested that my account be blocked. This request was also not effectively acted upon, and I did not receive confirmation that my account had been closed or that self-exclusion had been applied.

As a result, my account remained active.

On 20 June 2026, after I had already disclosed my gambling addiction and requested account blocking twice, I was still able to access my account, make deposits and gamble. Instead of my account simply being blocked as requested, I was contacted by my VIP Manager, who asked whether I was certain that I wanted to block my account, despite my previous requests.

My account was only finally blocked after I submitted a formal complaint regarding the failure to apply the requested restriction. By that point, I had already suffered further losses.

On 20 June 2026, I deposited and lost approximately PLN 40,949 (approximately USD 11,025) before any effective restriction was applied. Had my first or second request been properly and promptly acted upon, I would not have been able to continue depositing and gambling, and these losses would not have occurred.

I am not claiming that every gambling loss should automatically be refunded simply because a player lost money. The central issue is that I had already explicitly informed Spinbara about my gambling addiction and repeatedly requested immediate and permanent account blocking, yet my account remained active.

There is also an important issue regarding my payment methods. My first deposits after requesting account blocking were made through Revolut. At that time, I already had a gambling block activated on my Revolut account. However, the payments were still processed because the transactions were apparently not classified as gambling-related services. Despite having already taken steps to protect myself from further gambling, the payments were still allowed to go through. After losing these funds, I continued making deposits through cryptocurrency payments.

I also continued receiving promotional and VIP-related communications encouraging gambling activity, including SMS messages containing promotions and bonuses, information regarding my VIP status and emails encouraging further deposits in order to receive bonuses. These communications continued despite my disclosure of gambling addiction and request for immediate and permanent account blocking.

Spinbara rejected my refund claim by referring to Section 6.6.2 of its Terms and Conditions:

"No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

I understand that gambling losses are not automatically refundable simply because a player loses money. However, I believe this response does not address the central issue of my complaint: whether Spinbara acted appropriately after I explicitly informed the operator about my gambling addiction and repeatedly requested immediate and permanent account blocking and self-exclusion.

My first complaint was submitted under reference #52252945. I later submitted a separate complaint under reference #52441119, requesting a further review and presenting additional facts and evidence.

The response I received on 24 June 2026 concerned complaint #52252945 and only stated that my refund request was rejected under Section 6.6.2 because the deposits had been used to place bets.

However, complaint #52441119 concerned a different issue: the failure to apply responsible gambling measures after I had clearly disclosed my gambling addiction and requested immediate account blocking and self-exclusion. Therefore, the response to complaint #52252945 did not address the main issue raised in complaint #52441119.

On 8 July 2026, Live Support informed me that complaints are reviewed within 10 business days. After that period passed without a response regarding complaint #52441119, I contacted Live Support again and was told that my case was still being reviewed and that I should continue waiting.

After 15 business days, I contacted Live Support once again and was then told that I had already received a response on 24 June 2026. However, that response related to complaint #52252945, not complaint #52441119.

To this day, I have not received a substantive response addressing the specific issues raised in complaint #52441119. The information provided by Spinbara regarding the handling of my complaint appears inconsistent and has caused unnecessary confusion.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinbara Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you first communicate gambling problems to the casino, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

Thank you for your reply. I would like to provide you with a detailed timeline of events.

On 18 June 2026, at approximately 5:00 AM, after losing a significant amount of money, I contacted Spinbara because I knew that I had a gambling problem and wanted to block myself from gambling.

I contacted Spinbara by email and also contacted Live Support because I wanted my account to be blocked. I clearly explained that I had a gambling problem and requested that my account be blocked.

Approximately one minute later, I received a response informing me that any funds remaining in my account would be forfeited if the account was closed. At that time, there was only approximately PLN 0.50 remaining in my account. Therefore, approximately one hour later, I replied to them, informing them that my account balance was effectively zero and clearly requesting that my account be blocked.

However, my account was not blocked.

On 20 June 2026, I was still able to access my account, gamble and make deposits. I deposited a significant amount of money, including through Revolut. I had a gambling-related payment block enabled on my Revolut account because I was trying to prevent myself from making gambling payments. However, because Spinbara had still not blocked my account, I was still able to make deposits to Spinbara despite this block, as the transactions were apparently not identified or categorized as gambling transactions.

I continued gambling and eventually lost all of the money I had deposited.

Only after I had lost the money did a VIP Manager contact me and ask whether I was sure that I wanted to block my account. This was despite the fact that I had already contacted Spinbara on 18 June 2026, clearly explained that I had a gambling problem and explicitly requested that my account be blocked.

I again confirmed that I wanted my account to be blocked. I also stated that I would be requesting a refund of the funds because Spinbara had failed to block my account despite my previous requests.

After I again requested that my account be blocked and informed Spinbara that I would be seeking a refund, I received an email confirming that my account had finally been blocked.

Therefore, my account was only finally blocked after I made a further request for account closure and informed Spinbara that I intended to request a refund. It was not effectively blocked when I first disclosed my gambling problem and requested the block on 18 June 2026.

My last deposit was made on 20 June 2026.

I am attaching/providing the original email and Live Support communication from 18 June 2026, in which I first disclosed my gambling problem and requested that my account be blocked.

Please let me know if you require any additional information or any further documentation.

Kind regards,

[Redacted]

Already send you screenshots, but i will add Here also.

After losing a significant amount of money on Spinbara, I requested the immediate closure and blocking of my account because I was struggling with a gambling addiction.

After just one minute, I received a response stating that my funds would be forfeited. There was only 50 groszy (approximately €0.12) in the account, but I replied that the balance was already PLN 0 and asked them to block my account.

Two days later, I was still able to gamble despite my clear request to have my account blocked. Moreover, on the same day that I made the request, I continued to receive emails and text messages encouraging me to gamble.

After I had lost a significant amount of money, a VIP manager contacted me and asked whether I was sure that I wanted to block my account. I replied that I would be filing a formal complaint because my request for an immediate account block had continuously been ignored.

Only after I submitted the complaint was my account finally blocked.

Dear Player,

Thank you for your response and for all of the information provided.

According to the available evidence, you first informed the casino about your gambling problem and requested that your account be blocked on 18 June 2026. The casino confirmed the closure of your account on 21 June 2026. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Spinbara Casino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila

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