Spinbara Casino - Player’s account is closed while deposits are accepted.

Hallo,

mein Account wurde am 19. Dezember gesperrt. Nicht desto trotz konnte ich letzte Woche Geld einzahlen und habe dem entsprechend viel eingezahlt. Nun meldet sich das Casino nicht mehr. Ich habe dem Casino öfters mitgeteilt, dass ich Probleme mit dem Spielen habe. Wie kann das sein das ich mich anmelden konnte und so viel einzahle konnte.

Das Casino meldet sich seit Montag nicht mehr. Ich benötige Hilfe und Unterstützung. Ich habe das Casino um eine Rückerstattung gebeten

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Dear 4604Alexanderxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinbara.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
• Could you please clarify whether you registered a new account or reopened a previously closed one?

Thank you very much in advance.

Best regards,

Petra

Ich habe nun alle mails weitergeleitet. Ich habe das Casino über mein Problem informiert. Die Schließung wurde auch bestätigt

Ich habe kein weiteres Konto eröffnet

Das Casino hat jetzt meinen Account geschlossen, aber ich habe weder eine Rückerstattung erhalten noch irgendwas. Ich wollte den Cashback nicht haben, da der VIP MANAGER mir mitgeteilt hat das er das Problem sich anschaut

Dear 4604Alexander,

Thank you for your reply and for providing the previous details.

• Could you please provide a clear timeline of events, including when your account was initially closed, when it was reopened, and when it was closed again? Additionally, please include any transaction records from the period after the account was reopened.
• Have you received any communication from the casino regarding your deposit or account status since December 19th?
• Furthermore, could you provide any additional evidence/communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hallo Petra,

ich habe dir eine Umsatzliste per Mail gesendet und die Chats seit Wiedereröffnung des Kontos.

Dear 4604Alexander

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 Igor (igor.p@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,

Petra

Dear 4604Alexander,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinbara Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinbara Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinbara Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hallo Igor,

danke das du das übernimmst .

ich hatte letztes Jahr sehr viel aus der Seite verspielt (über 70.000€) und habe dann öfters gesagt bitte sperrt mich und sendet mir eine Gewinn Verlust Liste zu. Leider kam da nichts, bis dann endlich am 19. Dezember ich gesperrt war . Aufeinmal konnte ich ohne Zustimmung am 31.01.2026 wieder einzahlen und alles hat wieder begonnen. Ich habe über 25.000€ dann verspielt. Die haben auf keine Antwort gewartet. Keine Kulanz nichts . Jetzt bin ich zwar gesperrt habe aber auch alles verloren. Kannst du mir helfen mein Geld zurück zu bekommen?

Hello 4604Alexander,

Thank you for your email.

I can see that this complaint is very important to you - as it is to me.

For now, the best approach is to wait for the casino’s initial response and statement.

Please also note that all information previously shared with Petra has also been shared with me, so you do not need to resend it.

Thank you for your patience.

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.

Dear All,

 

Thank you for bringing this matter to our attention.

 

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

 

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

 

Best regards,

Spinbara Casino Team

Dear Spinbara Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear All,

First and foremost, we want to assure both you and the player that the account in question has been permanently closed.

To help us investigate this matter thoroughly and ensure our records are fully aligned, we kindly ask that the player to provide us with the specific emails where they previously mentioned their gambling problem.

Thank you for your cooperation.

Kind regards,

Spinbara Casino Team

Wohin soll ich die mails schicken? @igor kannst du die bitte von mir weiterleiten an das Casino?

Dear 4604Alexander,

I have forwarded to the casino the email you sent me on 28/04/2026.

Dear Spinbara Casino,

I have sent you an email with screenshots to support@spinbara.com.

Please let me know whether you have received the email or if there is any news to share. Thank you.

Dear All,

We are writing to log a review regarding the account closure request, as the player's correspondence does not meet the established thresholds for a definitive gambling addiction self-exclusion.

Upon reviewing the communication history, it is evident that the player didn't provide a clear statement regarding a gambling problem. To trigger a permanent self-exclusion under responsible gambling protocols, the player's request must be precise and explicitly state the need for permanent closure due to gambling-related harm or addiction.

In this specific instance, the wording used by the player was ambiguous and lacked the necessary explicit declaration.

Because the request was never clear, we cannot officially classify this as a responsible gambling self-exclusion at this stage.

Best regards,

Spinbara Casino Team

Das stimmt nicht. Ich habe dem VIP Manager auf Telegram und via Mail offensichtlich mitgeteilt, dass ich Glückspielproblem habe

Plus der Account wurde ohne meine Bitte reaktiviert.

Ich glaube diese Nachricht sagt wohl klar aus das ich ein Problem habe . Ich bitte Sie das wir eine Lösung finden

Dear 4604Alexander,

I have thoroughly reviewed all the evidence you have provided so far.

Maybe I missed something, but could you please forward me or post in this conversation a request that was sent to support@spinbara.com in which you specifically mentioned self-exclusion or a gambling problem?

Additionally, please share any confirmation from the casino in which they directly confirmed that your account was closed due to a gambling-related problem.

In your last screenshot, the VIP support confirmed that your account was closed, but no specific reason was given.

Anbei alle Gespräche mit spinbara wo drinnen steht das ich mit meiner Existenz spiele und daher gesperrt werden möchte

überall steht drinnen das ich es mir nicht mehr leisten kann

Dear 4604Alexander,

After a thorough review of this case, I came to the following conclusion:

In none of the screenshots provided by you is it shown that a self-exclusion request was sent to support@spinbara.com. Please note that in Spinbara’s Responsible Gaming section, it is clearly stated that requests must be sent to support@spinbara.com:

"Self-exclusion request: You can contact the Support Service Team via email at support@spinbara.com, and we will close your account as soon as practicable..."

Most of your communication with the casino was conducted via VIP@support.com. Furthermore, even in this communication, there was no clear mention of self-exclusion or a gambling problem. The phrase "I can no longer afford it" is not considered sufficiently clear for us.

Therefore, if you encounter a similar situation in the future, I would strongly recommend explicitly mentioning "gambling addiction" or using similar phrases when contacting the dedicated support team.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor