Spinbara Casino - Player's account deletion request is delayed.

Hallo, leider geht es mir ähnlich wie bei dem User, der bei euch Hilfe ersucht hatte.

Mein Spielerkonto wird einfach nicht gelöscht.

Trotz mehrfacher E-Mail Kontaktversuche.

Ich habe so viel Geld immer und immer wieder eingezahlt, obwohl ich einfach nur gelöscht werden wollte.

es kommt keine Reaktion von Spinbara.

der Live Chat sagt „ es ist in Bearbeitung"

das das schon seit der 1. Anfrage per email am 06.11.2025.

Bitte helfen sie mir.

ich habe bis heute so viel Geld deswegen wieder eingezahlt.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hallo,

ich bin spielsüchtig. Deshalb habe ich auch mehrfach ohne Erfolg, per E-Mail und per Live Chat versucht, mein Spieler Konto sperren zu lassen.

die Aussage im live Chat war „das es in Bearbeitung ist" aber das jetzt seit 3 Monaten. Und jedes Mal habe ich wieder Geld eingezahlt.

bis heute noch.

ich würde ihnen gerne die Sachen schicken, jedoch steht jedesmal, dass email Adresse nicht erreichbar ist.

Dear Player,

Thank you for your response. I would like to kindly inform you that without the required evidence, we will be unable to proceed with this complaint. Please consider resending the documents to my email at attila.g@casino.guru. Alternatively, you may also attach screenshots here.

Thank you for your cooperation and understanding.

Dear Player,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinbara Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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 another email to support@spinbara.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Dear Player,

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.

Bitte helfen sie mir meine Verluste wiederzubekommen, wenn auch nur anteilmäßig. Es wir immer mehr.

alleine gestern und heute schon insgesamt über 500 Euro.

Dear Player,

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,

Attila

Hello Marcel96,

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 ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Additionally, please forward any previous email you have sent to the casino, to my email address martin.l@casino.guru

I would also like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear All,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinbara Casino Team

Dear Marcel96,

We have emailed you regarding your situation. 

Kindly asking you to check your personal email and reply to us.

Best Regards,

Spinbara Casino Team

Dear casino representative,

thank you very much for your update.

Dear Marcel96,

could you please update us on the current proceedings? Have you received an offer for a refund?

Dear Marcel96,

We would like to inform you that we have attempted to contact you several times via the email address registered to your casino account.

Unfortunately, all of our emails have been unsuccessful and bounced back with the following system error:

"Recipient server rejected email. Status code: 550 5.0.0. Invalid mailbox;"

This error indicates that the email address currently associated with your account is either incorrect, inactive, or unable to receive messages.

To ensure we can communicate with you and resolve your case, could you please verify the email address? If you need to update it to a valid, working email address, we kindly ask you to contact our Live Chat support so they can assist you with the change.

Thank you for your cooperation.

Best regards,

Spinbara Casino Team

Guten tag, leider verstehe ich es auch nicht. Ich schicke ihnen eine ausweich email Adresse gerne einmal über meine alte email und ich versuche sie im Live Chat zu schicken. Sofern ich in den Live Chat komme. Manchmal geht es tagelang nicht.

Ich habe den Live Chat erreicht. Das ist bei raus gekommen.

Dear Marcel96,

thank you for the update. I believe you can try to contact email support in the meantime as well.

Das habe ich vorhin hingeschickt. Ich hoffe sie können mir jetzt über die neue Adresse Nachrichten schicken. Bzw. auch ein Angebot zur Rückerstattung. Falls da jetzt auch keine Nachrichten ankommen, wie lösen wir dann das Problem?

lg

Dear Marcel96,

Thank you for your patience.

Please accept our sincerest apologies for any inconvenience you may have experienced. We are writing to confirm that your account has now been officially closed in accordance with your request.

Regarding the timeline of your closure requests, we would like to clarify the following:

Nov 6 & Nov 18, 2025: Your initial requests were received. Our Support team reached out on the same day to clarify the reason for closure; however, no response was received at that time.

Dec 16, 2025 & Mar 4, 2026: We acknowledge your further requests. Internal reviews show that our replies were unfortunately marked as "Server Rejected," meaning you did not receive our responses.

We take Responsible Gambling very seriously. Following your mention of a gambling concern, we have reviewed your account activity from that point forward. We are pleased to offer a full refund of €225, representing the total amount deposited since that notification on 4 March, 2026.

Please confirm if you agree to this resolution so that we may proceed with the refund immediately.

Thank you for your understanding.

Kind regards,

Spinbara Casino Team

Guten Tag Spinbara Casino Team,

an sich freue ich mich über ein Angebot ihrerseits, jedoch finde ich es ehrlich gesagt etwas wenig, da ich schon seit Monaten mein Konto schließen wollte und ausdrück „auf Lebenszeit" geschrieben hatte.

Sicherlich konnte ich keine Nachrichten von ihnen auf meinem email Account empfangen, allerdings bedarf es bei so vielen emails meinerseits über eine Bitte mit der sofortigen Sperre, kein Grund noch zu fragen warum ich mein Konto schließen möchte, da es eigentlich verständlich sein sollte, dass ich aufgrund einer Spielsucht mache.

ich habe auch immer im livechat mit ihnen geschrieben, dass ich mein Konto sperren möchte aufgrund meiner Spielsucht.

Ich würde mich sehr über ein etwas höheres Angebot freuen. Damit wäre ich dann sicher eingestanden.

ist das für sie ok?

lg

Dear casino representative,

thank you very much for your response.

Dear Marcel96,

are you able to provide us with any copies of your communication with support?

Von dem Live Chat habe ich leider keine Kopien, da nach verlassen des Chats der Schriftverkehr weg ist. Lg

Dear Marcel96,

Thank you for getting back to us. We have reviewed your comments and would now like to clarify our position.

Please note that our team did respond to your closure requests. Unfortunately, the fact that your email server rejected our messages is outside of our control.

Furthermore, standard casino procedure dictates that a player must explicitly state a reason relating to responsible gambling or gambling addiction for us to apply immediate responsible gambling (RG) protections. Simply requesting account closure does not automatically indicate an addiction, as many users permanently close accounts for standard reasons. We cannot assume a gambling issue without it being explicitly shared with us.

As you explicitly mentioned a gambling problem on 4 March 2026, we are responsible for a refund from that date. As such, our offer of €225 remains as resolution to this case.

Please confirm if you wish to accept this €225 settlement so that we can process it for you.

Kind regards,

Spinbara Casino Team

Sehr geehrtes Spinbara Team,

ich gehe das Angebot ein.

Ich schicke ihnen mit meiner alten email, die ich bei ihnen im Spielerkonto hinterlegt hatte meine Bankverbindung.

Bitte schreiben sie dann hier, wenn sie den Betrag überwiesen haben.

Mit freundlichen Grüßen

Dear parties,

thank you both for your continued cooperation. Please let us know once the payment is finalized.

Ich habe zu danken.

Die email mit der Bankverbindung wurde eben abgeschickt. Lg

Dear Marcel96,

Thank you for your reply.

We have received your bank details. However, the finance department usually requests full details.

To avoid any delays, please could you send the following information to the same (old) email address:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Once we obtain this information, we will proceed with your payment.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Spinbara Casino Team

Super, habe ich Ihnen geschickt. Lg

Dear Marcel96,

Thank you for your reply and for providing your details.

We have forwarded your information to the relevant team for processing. As soon as your payment has been successfully issued, we will reach out to notify you.

Thank you for your cooperation throughout this process.

Kind regards,

Spinbara Casino Team

Okay, vielen Dank. Lg

Dear parties,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Marcel96 confirms his funds have been paid out.

ich habe den Betrag erhalten.

vielen Dank liebes Casino. Lg

Dear Marcel96,

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. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, 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 always 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