The player from Ontario reported losing nearly $20,000 due to a lack of deposit limit features while he communicated his gambling addiction to live chat support. Instead of providing assistance, the casino closed his account, leaving him without support or recourse. The player did not respond to multiple requests for further information and evidence from the Complaints Team. As a result, the complaint was closed due to inactivity, but the player retained the option to reopen it in the future if he chose to resume communication.
Spinbara Casino - Player's account has been closed after a significant loss.
Closed
Our verdict
Player stopped responding
Amount: C$20,000
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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6 months ago
Please help -
I was told by live chat there were deposit limits if you followed a specific link under responsible gambling... there was not.
I lost close to $20,000. During this complete and utter spiral, I had told live chat I have a severe gambling problem and the result of this convo was adding a bonus to my account.
When nearly 20k was lost on various different deposit methods... I went to live chat explaining my personal issues i was experiencing and how this loss was magnifying everything and alluded at the possibility of taking my own live... their response was to kick me out of the chat and close my account.
No human connection on the other end and no recourse for enabling this behaviour.
1) i was told there were deposit limit features (proof in live chat transcripts)
2) i admitted to a gambling addiction and no action was taken (proof in live chat transcripts)
please help me recover some of this. this was all done in less than 24hours
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6 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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6 months ago
Dear neveragain2025,
Thank you very much for submitting your complaint. I'm truly sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise whether you have requested a self-exclusion from the casino as well?
- Could you please share your communication with the casino regarding this issue? 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 G.
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5 months ago
Dear neveragain2025,
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.
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5 months ago
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,
Attila
Casino.Guru
