Spinbara Casino - Player’s account has been closed without resolution.

Mi chiamo *********, sono una giocatrice affetta da ludopatia diagnosticata e desidero denunciare un comportamento gravemente scorretto e pericoloso da parte di Spinbara Casino (Stellar Ltd., licenza Anjouan n. ALSI‑202411077‑FI2).

In data 30 luglio 2025, ho inviato una richiesta formale via email a Spinbara chiedendo la chiusura immediata del mio conto per ludopatia, come previsto dai loro Termini e Condizioni e dalle norme internazionali sul gioco responsabile.

Nessuno mi ha risposto.

Anzi, il giorno successivo, 31 luglio, nel tardo pomeriggio mi è arrivata via email una promozione con un bonus, nonostante la mia richiesta di esclusione. In stato di vulnerabilità e dipendenza, sono stata così incentivata a giocare e ho perso €6.900 in una sola sera.

Durante il gioco si è anche verificato un crash tecnico, e una vincita non è stata accreditata.

Nel frattempo, il mio profilo è stato promosso a VIP 4 e poi VIP 5, senza che io sia mai stata contattata da un personal manager, come invece previsto dal programma VIP. Nessun supporto, nessuna protezione, solo promozioni e sollecitazioni a depositare. dopo numerosi contatti con il servizio clienti che risponde sempre : attendere mail di risposta, non possiamo chiudere, non possiamo fare, finalmente alle ore 12.00 del 1 agosto, ho tentato disperatamente di parlare in chat con un operatore (trascrizione allegata):

Ho spiegato quanto accaduto;

Ho ribadito che avevo chiesto la chiusura del conto prima delle perdite;

Ho chiesto il rimborso dei €6.900 persi dopo la richiesta, in totale buona fede.

L’operatore, gentile ma impotente, ha solo potuto confermare che avrebbe inoltrato la richiesta al dipartimento competente e mi ha bloccato l’accesso con una password temporanea. Ma il conto è ancora aperto, nessuna email di conferma, nessuna risposta concreta sul rimborso.

Questo comportamento viola:

La sezione sul gioco responsabile dei loro Termini e Condizioni

Le linee guida internazionali di tutela dei giocatori vulnerabili

Gli obblighi minimi previsti dalla licenza Anjouan, che richiede la chiusura entro 24 ore

Il principio fondamentale di non promuovere il gioco d’azzardo a chi ha dichiarato dipendenza

Chiedo formalmente che Casino Guru intervenga per:

Ottenere la chiusura definitiva del mio conto Spinbara

Ottenere il rimborso integrale dei €6.900, versati e persi dopo la mia richiesta di autoesclusione per motivi clinici

Segnalare questo comportamento alle autorità di regolazione competenti

Mi riservo di segnalare pubblicamente questa vicenda su tutte le piattaforme di recensione (Trustpilot, AskGamblers, Google Reviews, Reddit, ecc.) e alle autorità italiane e internazionali, qualora non venga riconosciuta la gravità della situazione e ristabilito il mio diritto al rimborso.

Confido nel vostro supporto e nella vostra reputazione per aiutare chi, come me, ha chiesto aiuto ed è stata ignorata.

********

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication mailing list?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still accessible to you, I would recommend that you send another self-exclusion 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 [email protected] (you can include me in the copy at [email protected]) 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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear elisabetcors,

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.

I sent you the email

I'm sorry: I have sent you everything by email to your personal mail. im attaching here , I thought it was enough. please can I ask you to check your email for other details ?

Dear Tomas,

Thank you for your reply and for your willingness to support my complaint.

Below are the answers to your questions, along with additional context and evidence:

1. Is your account still accessible?

No. As of August 1st, after a long and emotional live chat with a Spinbara agent named Nicola, they changed the password to prevent me from accessing the account. However, until that moment (despite my request on July 30th), the account was still fully active and open.

2. Have you tried contacting live chat after you learned your self-exclusion request wasn’t granted?

Yes. I contacted live chat on August 1st, and the entire chat is documented. I clearly explained that I had requested self-exclusion on July 30 due to ludopathy (gambling addiction) and that, instead of closing the account, the casino had sent me a bonus promotion on July 31, which led me to deposit and lose €6,900.

You can find the full transcript attached 

3. Can you share your self-exclusion request email?

Yes. I sent the request on July 30, 2025, to [email protected], clearly stating that I suffer from ludopathy and urgently needed my account closed.

4. When was the last deposit made?

On the evening of July 31, right after receiving a promotional bonus email from Spinbara.

5. Have you unsubscribed from marketing communications?

I attempted to stop them, but they sent a promotion anyway, the day after my self-exclusion request.

This promotional email is what triggered my relapse and the loss of €6,900. I did not have the time or mental clarity to unsubscribe — I had formally requested that they block me entirely. That alone should have disabled promotions.

6. Has the casino responded to your refund request?

Yes. On August 6, Spinbara responded via email stating that "no refund is possible once a deposit has been used to place a bet" (Article 6.6.2).

However, I strongly contest this interpretation, as I had asked for exclusion BEFORE the deposit, and they failed to act accordingly.

Their own Responsible Gambling page clearly states that the account must be closed within 24 hours, and that Spinbara is responsible for losses on personal accounts. I only have one account.

Summary of the Case:

July 30 – I sent a formal self-exclusion request (not answered)

July 31 – I received a bonus promotion and deposited/lost €6,900

August 1 – Live chat agent "Nicola" acknowledged everything and blocked access to my account. I SPENT 3 HOURS PRAYING TO HELP ME! THE DAT BEFORE I ASKED FOR CLOSURE NO ONE REPLY ME ON CHAT.

August 6 – The casino refused to refund me, citing an irrelevant rule that doesn’t apply here

I was promoted to VIP4 JULY 31 AND VIP5 AUGUST 1  after declaring my gambling addiction

I never received any contact or assistance from a supposed VIP manager

I respectfully ask that Casino Guru recognizes this as a clear and dangerous breach of responsible gambling principles, and helps me obtain:

A full refund of €6,900, as those funds were lost due to Spinbara’s inaction after a legitimate self-exclusion request;

Public acknowledgment of this violation, so other players are protected.

Please let me know if you need more documents or clarification.

they closed my account 6 august definitely

Katrine (Spinbara)

6 ago 2025, 15:16 EEST

Dear Elisabetta,

Thank you for contacting us.

We hereby confirm that your account has now been completely closed.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

Kind regards,

Customer Service

To add additional comments, reply to this email.

Dear Player,

Thanks for your patience and for providing the requested information.

If the casino were informed about your gambling addiction on July 30th and closed your account on August 1st, we would consider a reasonable time to process your self-exclusion. This might include the blocking of your account and removal from marketing mailing lists.

Please let me know if I have overlooked any information; otherwise, we may not have sufficient grounds to pursue a refund request.

Looking forward to your reply.

Dear Tomas,

Thank you for your reply. However, I must respectfully disagree with your assessment.

Your message states that closing my account on August 1st, following my self-exclusion request on July 30th, would represent a reasonable delay. Unfortunately, this is factually incorrect and does not reflect what actually happened — nor does it align with Spinbara’s own Terms and Conditions.

According to their official policy on Responsible Gambling:

"Once a self-exclusion request is received, we will close your account within the next 24 hours. Spinbara is responsible for your personal account."

Let me clarify the actual timeline:

I sent a formal self-exclusion request on the evening of July 30th, citing a serious gambling addiction;

My account was NOT closed on August 1st, as you stated;

The account was only closed on August 6th, and only after I had personally contacted four different agents, begged for help, and finally convinced one of them to at least change my password — but only after the 24-hour window had already passed;

Not a single email of mine ever received a reply, including those sent to the designated support addresses;

Meanwhile, I was promoted to VIP 5, sent bonus offers, and lost €6,900 on July 31st, in a vulnerable mental state — all after my exclusion request was submitted.

It is extremely disappointing that a respected platform like Casino Guru would overlook these critical violations. If a casino demands strict adherence to its Terms & Conditions for withdrawals, verifications, or promotions, then those same Terms must be honored — especially in matters as sensitive and urgent as a request for protection from gambling addiction.

In this case, Spinbara failed to act within the promised 24 hours, failed to block communications, and failed to provide any personal support or intervention — all in clear breach of their stated obligations and licensing requirements under the Anjouan Gaming License (ALSI‑202411077‑FI2).

I sincerely ask you to review the facts again, and to treat this not just as a technical matter, but as a serious violation of responsible gambling protections that led to real financial and emotional harm.

I remain available to provide any further clarification.

Dear Tomas,

After reading your last message, I must express my deep disappointment and growing concern.

Your evaluation — suggesting that the casino acted "within a reasonable timeframe" — is not only factually incorrect, but it seems to shift the burden of proof onto me, the vulnerable, injured party, instead of holding the casino accountable for violating its own Responsible Gambling Terms.

Let me be absolutely clear:

I am not a player asking for a refund out of frustration.

I am a person who:

Formally declared a gambling addiction on July 30th;

Was ignored via email;

Was targeted with bonuses the next day;

Was promoted to VIP5 instead of being excluded;

Lost €6,900 in a single night, all while waiting for the casino to act;

Had to fight for hours in live chat to get minimal protection (password change), because no one followed protocol.

If Spinbara expects players to strictly follow their Terms & Conditions, why should they be allowed to ignore them when it suits them?

Their own policy says "within 24 hours." They closed my account 7 days later, and only after my personal, repeated pleas — not because of internal process or compliance.

How can Casino Guru, a platform that claims to protect players, treat this situation as if the delay and the loss are somehow acceptable?

Let’s not forget the core issue:

I asked for help. The casino profited instead. That is the definition of exploitation — not customer service.

If you truly stand for transparency, fairness, and protection of vulnerable users, I strongly urge you to reconsider your position.

Because right now, it feels like the casino is being defended, and the one who was harmed — myself — is being dismissed.

Thanks for sharing your point of view.

I went over the evidence and information you provided.

In your email response you wrote: (6/8/2025) (translated)

1. Is your account still accessible?

No. As of August 1st, after a long and emotional live chat with a Spinbara agent named Nicola, they changed the password to prevent me from accessing the account. (..)

and post form August 11th

August 1 – Live chat agent "Nicola" acknowledged everything and blocked access to my account. I SPENT 3 HOURS PRAYING TO HELP ME! THE DAT BEFORE I ASKED FOR CLOSURE NO ONE REPLY ME ON CHAT.

Later, you wrote:

The account was only closed on August 6th

• Were you able to access your account, deposit, and play between August 1st and August 6th?

Dear elisabetcors,

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.

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,
Tomas
Casino.Guru