The player from Germany requested support after their account, which they wanted suspended due to gambling addiction, was reopened without their consent, leading to losses of €1,250. Despite multiple requests for account closure and no further promotional contact, they continued to receive advertising messages and did not receive a satisfactory update regarding their refund. We facilitated communication between the player and Spinbara Casino, prompting the casino to conduct an internal investigation. Eventually, the casino offered a goodwill refund of €1,270, which was processed after the player provided their bank details. The complaint was resolved upon confirmation of the refund receipt.
Spinbara Casino - Player's account has been closed and reopened without consent.
Resolved
Our verdict
Case closed
Amount: €1,270
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
3 months ago
Translation
Hello,
I am contacting you because I am not receiving a satisfactory response from the casino and I need support.
On February 1, 2026, I first requested the suspension of my account via email, explicitly mentioning my gambling addiction. At the same time, I requested that I no longer receive any advertising emails or text messages.
I submitted this request again on February 2nd and February 4th, 2026.
From February 12, 2026 onwards, I was no longer able to log in; my account was apparently blocked/verified. Nevertheless, I continued to receive advertising SMS messages and emails.
These repeated advertising messages tricked me into logging in again. Eventually, I was able to log in again, even though my account was supposed to be locked. During this time, I lost €1250.
I then contacted them again via email, both through live chat and by email. In the meantime, I even had to change my email address because Spinbara was unable to send me emails.
On March 19, 2026, the demand was again made for a refund, as well as a permanent account closure and an end to the advertising SMS.
I was then informed that there had been a technical error that reactivated some accounts. My account was subsequently blocked again. Nevertheless, I continue to receive promotional messages.
Since then, I have regularly inquired about the status of the refund, but I am always put off.
I therefore request support in enforcing my claim for a refund of €1,250 and in definitively preventing any further advertising contact.
Thank you.
Automatic translation:
Public
Public
3 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.
Public
Public
3 months ago
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 confirm whether you currently still have access to your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
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
Public
Public
3 months ago
TranslationHello, thank you for your quick response.
I currently have no access to my account (see screenshot of email).
I believe it's KYC, but I'm not entirely sure anymore. I've been able to withdraw money in the past.
I sent you the first email on February 1st, 2026. My account was blocked or under review from February 12th onwards.
As mentioned, I had to change my email address; if you still need emails regarding this, please let me know.
Thank you in advance.
Automatic translation:
Public
Public
3 months ago
Dear Jess1234,
Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.
Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
3 months ago
TranslationHello Attila,
I sent you the screenshots via email.
2 screenshots before my account was first blocked and 2 screenshots after my account was reactivated.
Should more be needed, I can gladly send them.
Thank you.
Edited
Automatic translation:
Public
Public
3 months ago
TranslationToday I tried again to get a response to my email/refund request via live support.
But here I've been getting the same excuse for over 3 weeks.
They couldn't tell me how long it would take. Apparently, it's been submitted to the department and is being reviewed, and they'll get back to me as soon as possible.
But nobody is getting in touch.
Automatic translation:
Public
Public
3 months ago
Dear Player, thank you for your response and for the evidence provided. Do I understand correctly that the most recent deposits into your casino account were made on February 2nd?
Thank you in advance for your reply.
Sensitive attachment
Sensitive attachment
3 months ago
TranslationHello,
No, the last deposit was on March 19th.
I had attached several screenshots.
February 1st - first email block -> gambling addiction
Account blocked from approximately February 12th (under review)
more advertising SMS
March 16th - Account reactivated!! - without my consent!!
March 19th - last deposit
I lost €1250 during that time. I would like this money refunded, as Spinbara reactivated my account and sent further text messages and emails.
Edited
Automatic translation:
Public
Public
2 months ago
TranslationBetween March 16th and March 19th, I gambled away €1250, even though my account should have been blocked/deleted.
Edited
Automatic translation:
Public
Public
2 months ago
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
Public
Public
2 months ago
Hello Jess1234,
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 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? Why was the user's account reopened? Are you able to provide us with a concrete timeline of events, including the account closures, account re-openings and deposits made? At this point, we believe the player is entitled to a refund of all funds lost from 1st of February onwards.
Thank you in advance for 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
Public
Public
2 months ago
Dear All,
Thank you for bringing this matter to our attention. We formally acknowledge receipt of your complaint and wish to inform you that a comprehensive internal investigation is currently underway.
Our relevant departments are reviewing the details of the case with the highest priority.
We remain committed to a thorough resolution and will provide a formal update as soon as further information becomes available.
We appreciate your patience while we conduct our due diligence.
Best Regards,
Spinbara Casino Team
Public
Public
2 months ago
Dear casino representative,
thank you for your response. We will be awaiting the results of your review.
Public
Public
2 months ago
Dear All,
We want to confirm that this matter is currently being reviewed by the relevant department, however, we are still awaiting their formal reply.
Thank you for your patience.
Best regards,
Spinbara Casino Team
Public
Public
2 months ago
TranslationHello Spinbara Casino Team,
How much longer will this be reviewed? I contacted them via live chat and email over four weeks ago, and each time I get the same response in the live chat: it's being reviewed – top priority!
You don't respond to emails either.
How long is this going to go on? I'm being put off every 7 days? What exactly is being checked for so long?
Automatic translation:
Public
Public
2 months ago
Dear Jess1234,
Your satisfaction is important to us, and we want to ensure that you have a positive experience.
After a careful review, as a gesture of goodwill, we are happy to return 1270 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
We have contacted you in private via email requesting the above mentioned bank details to initiate the refund.
If you have any further questions or require assistance, please don’t hesitate to let us know.
We appreciate your support.
Best regards,
Spinbara Casino Team
Public
Public
2 months ago
TranslationHello Spinbara Casino Team,
Thank you very much for the feedback.
I have just replied to the email and sent my details.
Once I receive the refund, I will confirm it here.
Automatic translation:
Public
Public
2 months ago
Dear parties,
thank you both for updating us on the matter. I am happy to hear the refund process has been initiated.
Dear Jess1234,
we will be awaiting your confirmation.
Public
Public
2 months ago
TranslationHello Casino Guru, hello Spinbara Casino Team,
I received the refund.
@Casino Guru - Thank you so much for your support!!
Automatic translation:
Public
Public
2 months ago
Dear Jess1234,
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 involvement in the mediation process. 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
