The player from Germany requested assistance in closing her account and deleting her personal data at Spinbara Casino, highlighting that her previous requests had been ignored for over two months. She had not used the account and wished to avoid gambling addiction, invoking her right to erasure under GDPR. We intervened by contacting the casino and emphasizing the player's concerns about gambling issues. As a result, the casino closed her account and unsubscribed her from all marketing communications. The player confirmed her satisfaction with the resolution, and the complaint was marked as resolved.
Spinbara Casino - Player's account closure request remains unaddressed.
Resolved
Our verdict
Case closed
Amount: ??
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Dear Casino Guru Team,
I request your assistance in closing my account and deleting my personal data at Spinbar Casino.
Over two months ago, I repeatedly requested via email that Spinbar delete my account. To this day, I have received no response.
I never played on this account. The reason for creating the account was the advertising with PayPal as a payment method, which turned out to be unavailable after registration.
Additionally, for personal reasons (avoiding gambling addiction), I do not wish to use my account.
I expressly invoke my right to erasure pursuant to Article 17 GDPR, as Spinbar has failed to comply with my request for over two months.
My request is simple and clear:
Final closure of my account
Complete deletion of my personal data
I hope you can help me enforce my rights, as my previous direct requests have been ignored.
Thank you for your support.
Best regards
[Your Casino Guru username]
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
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 received any response from the casino, automatic or otherwise?
- Have you unsubscribed from the casino's marketing communication? (advertisements and newsletters)
- Have you disclosed your gambling issues to the casino at any point?
- Could you please share with me your communication received from the casino if available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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2 months ago
TranslationDear Thomas, thank you very much for your quick response and support. Unfortunately, I never received an answer or reaction from Spinbar Support.
I also sent him a few screenshots to the email address you provided, showing my conversation with a Spinbar live chat employee.
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2 months ago
Hello maylin,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
TranslationHello dear Casino Guru Team,
Thank you so much for your message and the short
Information regarding the deadline extension.
Thank you for the open feedback – I really appreciate it.
Of course I understand and am happy to wait until Tomas returns.
If you need anything from me in the meantime, just let me know.
Thank you for your support and your efforts.
Best regards
Maylin
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1 month ago
Thanks for your patience.
I went through the communication you provided.
Do I understand correctly that, according to the live chat agent, the casino sent you a response to your email, but due to a full inbox, the message wasn't delivered to you?
When did the live chat agent inform you about this?
What steps did you take? Have you been receiving other messages to your email inbox in the meantime?
Please let me know.
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1 month ago
TranslationDear Thomas, thank you for your feedback,
A Spinbara live chat employee informed me during the last live chat on January 17th that an email had supposedly already been sent to me, but it couldn't be delivered due to an allegedly full inbox. (I was incredibly annoyed by such a cheap explanation.) I hadn't been informed of this before then.
I immediately informed the live chat representative that my email inbox was not full and that I had not received such an email (not even in the spam folder). Despite this information, I was not forwarded a copy of the email, nor was a new message sent to me.
I have not received any further replies from Spinbar since January 17th.
I have:
I checked my email inbox and spam folder several times.
We are awaiting further feedback from Spinbar.
However, I have not received any new emails or other contact attempts, so I contacted Casino Guru hoping they could help me.
Aside from this statement in the live chat, there was no further communication or concrete action from Spinbar.
I hope this information is helpful.
Thank you for your support.
With kind regards
Maylin
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1 month ago
Dear maylin,
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, Martin (martin.l@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
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1 month ago
TranslationLiber Tomas ,
Thank you very much for the information and your support.
I really appreciate this.
Best regards
Maylin
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1 month ago
Hello maylin,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinbara Casino representative to enter the discussion.
Dear casino representative,
I believe this case can be solved rather quickly, especially as the user has now expressed her concerns regarding possible gambling issues. I believe the best way to proceed is by closing the account and blocking the adjacent address from your mailing lists.
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1 month ago
TranslationHello Martin,
Thank you so much for your efforts and support. I truly hope the problem will be resolved soon.
With kind regards
Maylin
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1 month ago
Dear Maylin,
As requested, your account is now closed and you’ve been unsubscribed from all marketing communications.
We’re sorry to see you go.
Kind Regards.
Spinbara Team
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1 month ago
Dear Spinbara Casino representative,
thank you very much for the update. I will leave this complaint open until maylin confirms she is satisfied with the outcome.
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1 month ago
TranslationDear Casino Guru Team,
Thank you so much for your support and help in my case with Spinbara Casino. Thanks to your intervention, my request was taken seriously and my account was closed as requested.
I greatly appreciate your professional work, transparent communication, and dedication. Without your help, this problem would hardly have been resolved so quickly for me, as I had already written several emails since November, and as you know, no one from Spinbara support responded.
Thank you again for everything, and it's wonderful that you exist!
Best regards
Maylin
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1 month ago
Dear maylin,
We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinbara Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help !
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,
Martin
Casino.Guru
