The player from Germany requests support after their account, which they wanted suspended due to gambling addiction, is reopened without their consent, leading to losses of €1,250. Despite multiple requests for account closure and no further promotional contact, they continue to receive advertising messages and have not received a satisfactory update regarding their refund.
Spinbara Casino - Player's account has been closed and reopened without consent.
Opened
Current status
Waiting for Casino Guru to reply
6d 9h 51m 36s
Spinbara Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 days 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
21 hours 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
21 hours 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
