Spinbara Casino - Player's account has not been closed.

Hallo, trotz mehrfacher Aufforderung wird mein konto bei spinbara nicht gelöscht.

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Dear Peppino0511,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

• Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Weil ich spielsücjtig bin und es in den Griff bekommen möchte. Ich leite die letzte Mail weiter. Bitte bitte bitte sorgen Sie dafür dass mein Spielerkonto dort geschlossen wird.

Thank you for your response, Peppino0511. I have received your email; however, I am unable to see the intended recipient, and the message does not indicate that you are experiencing a gambling problem. Both of these details are crucial for us to validate the self-exclusion.

Could you kindly forward the original self-exclusion to me as an attachment? Thank you for your cooperation.

Dear Peppino0511,

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.

Hallo, ich schicke nochmal eine Mail.

Dear Peppino0511,

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, Matej (matej.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,

Kristina

Okay danke

Hello Peppino0511, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinbara Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding how was the message mentioning loss of control from 25/09/2025 and then subsequent account closure request mentioning gambling addiction as a reason from 12/11/2025 handled, and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

thank you for contacting us.

We have checked the case and the account, the reason because the account was not closed yet is that there is issue with the email of the customer. The closure procedure is as follows - customer contacts us via email, we ask for reason, if he provides one we ask for balance/withdrawal/open bets void confirmation. Once there is confirmation from the customer we are able to close the account. However in this case the customer's email is blocking us from sending him a follow up email asking for closure reason/void confirmation. Below is attached screenshot of the error that appears.

We can confirm that the account has now been closed upon customer's request.

If you have any further requests please do not hesitate to contact us.

Thank you for the understanding.

Best Regards,

Spinbara team

Danke für die Hilfe.

Danke @spinbara für das löschen meines kontos.

Dear Peppino0511, have you received any e-mail confirmation abotu your caisno account being closed? If not, have yo utried to log back in to see whether you get any kind of pop up notification?

Thank you for the account closure, dear Spinbara Casino, much appreciated.

As we discussed in the past, threathening gambling addicts with balance void out is against our player protection rules and Fair Gambling Codex. While it is OK to have this requirement during regular account closure, with self-exclusion the situation is completely different.

If there was an issue with the player e-mail, I can understand that after receiving the e-mail in September, you could not confirm with the player what did he mean by "loss of control" and whether he wanted to apply a deposit limit, cool off timer or permanent self-exclusion.

However, the e-mail from 12the November requested permanent account closure, stated the reason being gambling addiction, and in our opinion should have been acted upon. If the only reason for not applying the self-exclusion was the lack of player confirming acceptance of his balance voidout, then Casino Guru sees this as a fialure in player protection and we will take the 12/11 as the date when the casino has been informed about the issue, and should have acted.

In line with the above, I would like to ask if yo ucould e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals since 12/11/2025 until the account closure alongside with any further evidence that you think might be useful in supportig your case. Thank you very much.

Habe gerade mal versucht mich einzuloggen. Als Meldung kommt dieses konto wird gerade überprüft. Also erfolgte noch keine dauerhafte Löschung meines kontos und meiner Daten. Eine E Mail habe ich auch nicht bekommen. Stattdessen mails mit 50 Prozent einzahlungsbonus. Auch das soll bitte vom Casino unterlassen werden.

Nachdem ich die Schließung forderte habe ich natürlich trotzdem weiter eingezahlt und gespielt. Ist ja wie einem Alkoholiker zu sagen er bekommt kein Alkohol mehr. So ist eben eine Sucht.

Selbst wenn ich zwischendurch was gewonnen habe, ist nie eine Auszahlung erfolgt. Dann habe ich das Geld wieder verspielt eigentlich wäre hier auch eine Entschädigung gerechtfertigt aber denke das ist ein anderes Thema.

Vielen dank dass sie mir helfen und sich so bemühen.

Thank you for the confirmation. Just to make sure we are on the same page - your data will not be deleted. In case of gambling addiction, the casino needs to store your personal credentials, in order to be able preventing you from re-registering.

As for compensation, I am still waiting for the cashier history.

Danke für die Antwort. Steht denn eine Entschädigung in Aussicht und was passiert wenn sich das Casino nicjt meldet ?Liebe Grüße

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay schade dass sich das Casino nicht äußert.

Dear Peppino0511, I am still waiting for the cashier history. If the casino stops communicating at all, I will close the complaint as "unresolved", which will negatively impact their safety rating within Casino Guru review. Sometimes that is enough for the casino to resume communication, once their position drops down. We'll see, I have also pinged the casino represenative to see, if he can spring them to action.

Okay danke für die Mühe.

Dear Matej,

we have requested the information from the relevant department, once it is ready you will receive it via email.

Thank you for the understanding!

Best Regards,

Team Spinbara

Dann hoffe ich mal dass icj eine Entschädigung bekomme und nicht meine Einsätze verloren habe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Wäre ja wirklich mal was das mir vom spinbara Casino eine Entschädigung gezahlt wird nachdem ganzen hin und her und den ganzen Verlusten.

Dear Peppino0511, Casino Guru does not deal with "emotional damage" or any similar compensations. I can only request a refund of money that we believe were rightfully yours and should have not been possible to lsoe at the casino, but nothing else. Any other extra compensations are up to he casino decision or for court of law to decide. I just wanted to make this clear. :)

Das weiß ich danke. Mir geht es auch eher um die Rückerstattung. Liebe Grüße🙂

Dear all,

thank you for the patience.

We just wanted to let you know that the relevant department is still preparing the transaction history. Wanted to apologise about the delay, will push them to provide it as soon as possible. Thank you for the understanding!

Best Regards,

Team Spinbara

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Gibt es schon news ?

Dear Matej,

we apologise about the delay.

The cashier history report has now been sent to your email.

Thank you for the understanding!

Best Regards,

Team Spinbara

Thank you for the message, dear Spinbara Casino, much appreciated.

After the review of player's cashier history, following the standard self-exclusion procedure and player protection rules, seems like the player is entitled to a refund of 2,888 EUR in deposits made after the reasonable time for account closure has passed. I have responded to the caisno e-mail, please let us know either by direct reply or posting a message in this thread, whether the management will proceed with the refund. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Vielen dank für die Mühe matej. Bin gespannt ob ich den Betrag erstattet bekomme.

Zudem wollte ich mitteilen dass ich immernoch Newsletter von spinbara bekomme und mir heute wieder ein bonus hinzugefügt würde obwohl ich das ausdrücklich nicht wünsche. Schon komisch dass die Newsletter mails durchgehen aber als es um die Sperrung ging nichts passiert ist. Spinbara bitte nehmt mich aus dem Newsletter.

Thank you for letting me know, Peppino0511, I have pinged the casino affiliate to see what can be done.

Danke matej. Gibt es schon eine Info bezüglich einer Rückerstattung?

Dear Player,

We would like to provide you with a quick update on your refund request.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Thank you for your patience throughout this process.

Kind regards,

Spinbara Casino Team

Dear all,

thank you for the patience.

We just wanted to ask the customer to provide a screenshot of the email/SMS that was received so we can check it further with our relevant department and if there was indeed such "newslatters" we can immediately stop it.

As for the refund - we have forwarded the Casino Guru representative suggestion of 2888 EUR to our relevant department and we are waiting for a decision.

Thank you for the understanding!

Best Regards,

Team Spinbara

einmal der Screenshot @spinbara

Wäre schön wenn das mit der Rückerstattung zügig klappt. Liebe Grüße

Spinbara reicht der Screenshot ?

Dear Spinbara Casino, please let us know as soon as the decision is reached. Thank you.

Habe schon wieder eine Mail bekommen @spinbara

Und schon wieder @spinbara langsam nervts es

Dear all,

we do apologize about the emails, they have now been forwarded to the relevant department for immediate stoppage.

Also, as a gesture of goodwill, we are happy to return the deposited amount of 2888 EUR.

To proceed with the refund, kindly provide us with your bank details either here or via email at support@spinbara.com or complaints@spinbara.com .

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Thank you for the understanding!

Best Regards,

Team Spinbara

Vielen dank @spinbara. Die Mail.mit den daten habe ich an complaints@spinbara.com gesendet. Wann kann ich mit der Erstattung rechnen ?

Ist die Mail angekommen @spinbara ?

Dear all,

thank you for the provided information. We have received it and forwarded to our relevant department which will proceed with checking the details first and if everything is correct proceed with the refund.

Once there is update you will be informed accordingly as soon as possible. Thank you for the understanding!

Best Regards,

Team Spinbara

@spinbara es wäre perfekt wenn das heute noch klappen würde. Liebe grüße

Och habe die Rückzahlung erhalten. Vielen dank

Dear Peppino0511,

I am very happy to hear that your issue has been resolved, and would like to thank Spinbara Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, 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,

Matej

Casino.Guru