The player from Italy had requested permanent self-exclusion from Spinbara Casino due to a gambling problem but was allowed to continue accessing and depositing money, totaling €700. He expressed frustration over the casino's failure to honor his request and sought a refund for his deposits and permanent account closure. The Complaints Team acknowledged the player's self-exclusion request and confirmed that the casino had now closed the account, though the player had gambled the balance after his initial request. The casino's marketing communications had ceased, but the request for a refund was denied as the player's last deposit was made during the timeframe prior to account closure. The case was therefore closed as unresolved, with recommendations provided for future protection against gambling.
Spinbara Casino - Player's account remains open after self-exclusion request.
Other
Amount: €700
Spinbara Casino
Safety Index:Very highCase summary
Dear Casino Guru Team,
I am writing to you in a state of extreme frustration and bitterness.
On November 17th and 18th, I requested permanent self-exclusion from Spinbara Casino, explicitly declaring that I have a serious gambling problem and therefore requesting the immediate and permanent closure of my account.
I also contacted support without any kind of support
Despite this, and despite my emails reiterating the urgent need to block my access, I was incredibly allowed to continue accessing and depositing money, a total of €700.
This situation is simply unacceptable and represents a very serious violation of the most basic rules for the protection of vulnerable players.
I am literally shocked by Spinbara's behavior and the complete disinterest shown towards my condition and my requests.
For this reason I ask you to immediately open a case against the casino, so that:
I would like to be refunded the 700 euros I deposited after my self-exclusion request;
My account will be permanently closed with no possibility of reopening.
I'm relying on you because this situation has caused me a lot of emotional stress, and I can't accept that an operator would ignore such a serious and delicate request.
Important notice:
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Dear antoniosa709,
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 [email protected], 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 tried contacting the casino since you sent your requests? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.
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,
Kristina
Hi Kristina, yes I contacted the casino via email and also via live chat (although I didn't save the conversation) but they have everything recorded.
I PROCEEDED TO CONTACT SUPPORT, WHERE SUPPORT SAID ''''
Dear Customer, Our website is currently under maintenance. We are performing a technical update and are unable to check your account. We are doing our best to complete it as soon as possible and apologize for any inconvenience. Please come back later. We thank you for your patience during this time.
FROM WHAT IS CLEAR, THE SITUATION SEEMS SURREAL TO ME BECAUSE IF IT WERE AS THEY SAY, THAT THE WEBSITE IS UNDER TECHNICAL UPDATE, IT SHOULD NOT BE ALLOWED TO MAKE DEPOSITS, LESS MUCH, LET ALSO PLAY, ALSO BECAUSE THE SITE INSTEAD APPEARS TO BE ACTIVE AND FUNCTIONING CORRECTLY. THIS IS PROVEN PROOF THAT THE SITE WANTS TO AVOID THE CLOSURE OF MY ACCOUNT AT ALL COSTS.
I FURTHERMORE INFORM YOU THAT DESPITE MY REQUESTS, I CONTINUE TO RECEIVE BONUS OFFERS, WHICH INCENTIVE ME TO DEPOSIT AND PLAY...
Despite Spinbara's email for account closure, I sent a firm response without any kind of feedback..
I just received at this time more incentives to play instead of protecting myself
I keep getting deposit offers from Spinbara. It seems like a scam to me. They encourage me to deposit after I said I had serious gambling problems.
I keep emailing VIP support about game related issues.
Despite this, I still get bonus offers.
Not taking into consideration my very serious problemToday, after about 10 emails sent, I again received a response from spinbara for self-exclusion, which I later confirmed... but the account remains open and I continue to receive deposit bonus offers both via email and messages.
the situation is becoming dangerous for my mental well-being..
I really demand that all deposit amounts be refunded, as I have been asking for self-exclusion for more than 9 days and no one is supporting me in any way.
Dear antoniosa709
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 ([email protected]). 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
Hello antoniosa709, 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.
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 please immediately close the account, and possibly provide additional information regarding the issue with self-exclusion to 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 [email protected].
Thank you for your patience and cooperation in advance.
Hi Matej, I demand a refund of all my losses from the casino which has made no effort to protect me despite my difficulties and continuous requests for help with gambling problems, but instead has encouraged me to continuously deposit large sums of money as can be seen from the bonus offers and emails.
Dear antoniosa709, unfortunately no news. I keep forwarding the issue to the casino representative, but nothing is happening. At this point, with Spinbara Casino issues mounting up, I am ready to close the cases as unresolved. Maybe once the rating drops, the management will start dealing with the issues in a timely manner. If anything happens, I will keep you updated.
Thanks Matej, we look forward to hearing from you.
On such a delicate issue, especially because SPINBARA does not protect the players.. and by doing so it will only lose customers.. I hope that justice will be done.
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.
Good morning, any news? I see Spinbara is responding to other complaints; in fact, his last reply appears to have been made yesterday. Why is there nothing new here?
So? I've been waiting for 20 days for feedback on this degrading situation with this casino. I see they always respond to other complaints. Why not on this one? Do they have something to hide?
Dear antoniosa709, I have no clue as of what is happening, and it is indeed frustrating. It does seem like the casino is responding to some complaints, while others are left unattended. I have just closed one such case as unresolved, because we have not heard anything in two weeks, despite multiple attempts to get in touch. My hope is that once the rating starts dropping, the casino will reconsider the situation, reopens the complaints and gets them resolved. I am really sorry your complaint is one of the unlucky ones.
But have you contacted the casino repeatedly? Are they not responding at all? Why do you respond to some and not others? You usually contact them via email, but how do you actually meet?
Dear All,
We sincerely apologies for the delay in our reply.
Dear Matej,
We have sent an email attached with the evidence related to this case.
We are looking forward for your update.
Kind regards,
Spinbara Casino team.
I ask you to intervene immediately because the situation with Spinbara Casino has become unacceptable and dangerous.
Since November 17th, I have repeatedly requested self-exclusion, sending about 10 emails to their support, clearly explaining my serious gambling problems and the urgent need to close my account immediately.
I NEVER received a response. Zero.
In fact, instead of protecting me, they only sent me bonus offers, the very ones that encouraged me to deposit again – and as you can see from the photos I've attached, they are clear and irrefutable evidence of this irresponsible behavior.
Today, December 8th, after weeks of silence and total neglect, Spinbara sent me a RIDICULOUS email stating that my account would be closed on November 25th, which was a full 8 days after my first request and only after an endless series of reminders.
This is a very serious violation, because they knew perfectly well that I had asked for closure due to serious problems, but they continued to ignore me and send me bonuses while I was asking for help.
This is conduct that has exposed me to further financial and emotional harm.
I demand that CasinoGuru intervene immediately to protect me and enforce my rights.
I cannot accept that a casino would behave like this towards a vulnerable player.
Thank you.
This is the email I received today from Spinbara Casino where it is highlighted that my account was closed on November 25th following my immediate requests.
but obviously it's a lie because on November 17th I asked for self-exclusion with immediate effect without any kind of consideration... they activated 8 days later sending me bonus offers anyway
First, I would like to thank both the player and the casino for providing evidence regarding this complaint. Much appreciated.
Dear antoniosa709, since on the 17/11 you have subsequently cancelled your self-exclusion request, the date I will go by is 18/11. Although we do understand instant account closure is impossible due to the internal checks that needs to be done, I believe your account has been closed way after the reasonable time has passed.
The casino has confirmed and sent me proof of your account now being closed, and all the marketing communication should cease as well. This part of the issue can be considered solved.The last thing left to check is if there is any kind of refund in order, to consider this complaint resolved successfully. Once i hear back from the casino, I will post an update here.
Good morning Matej,
Yes, I confirm that I revoked my self-exclusion on November 17th, but it's essential to clarify what happened immediately after:
Since November 18th, I have sent numerous emails again requesting immediate self-exclusion, as required by their own terms and conditions.
The casino, however, DIDN'T respect the 48-hour time limit required to process my request: instead of protecting me, they took a full 7 days to close my account. During this period of complete inaction on their part, they allowed me to:
continue to deposit money, despite having repeatedly asked to be blocked;
consistently receive bonus offers, which acted as a direct incentive to continue playing.
The last bonus offer dates back to November 26th, so 9 days after my initial self-exclusion request.
This behavior clearly demonstrates that the casino continued to solicit me to gamble, despite knowing that I was insistently requesting to be excluded due to serious problems.
In light of these facts, I believe the casino should be held accountable and refund all deposits made after my initial self-exclusion request, as they failed to comply with their obligations and vulnerable player protection measures.
I ask for your intervention to assert my rights and obtain a fair resolution to this extremely serious situation.
Thank you.
Matej, is there any news on the case? Could you please update me?
Dear Matej,
We would want to inform you that we have replied to your email.
We are looking forward for your update.
Kind regards,
Spinbara Casino team.
Dear antoniosa709, I have now checked the gaming and cashier history provided by the casino.
According to the evidence, your last deposit was made on 18/11, which is the day of your self-exclusion request, and by the time we believe your account should have been closed, you have gambled away all the balance. Unless I have missed a crucial piece of evidence, there is nothing I can request to be refunded, following our own Fair Gambling Codex and player protection rules.
However, I would like to ask the Spinbara Casino to confirm that the account has been closed permanently, with no option for reopening, that the player will not be able to re-register using their own credentials, and to stop sending marketing messages ASAP. Thank you.
Dear Matej, now I'm checking the emails I sent again... I officially sent the self-exclusion on November 17th at 10:38 pm and not on the 18th... So what the casino claims is not true at all.
Dear Matej,
We can confirm the account was closed on November 25, 2025. Therefore, after closure, antoniosa709 should not have received any promotion message from us neither by email nor by SMS. However, we have still forwarded an additional request to our marketing team with the antoniosa709 details.
We have sent an email to you with attached screenshot of the players account to support our aforementioned statement.
We are looking forward for your update.
Kind regards,
Spinbara Casino team.
You say you didn't send me anything after the 25th.. if you see I still received messages on the 26th... after the closing..
Dear antoniosa709, it is true you have sent a self-exclusion e-mail to the casino on the 17th, however on the same day you have also cancelled the process, claiming you do not have any problems and want to keep the account open. Therefore I can't use 17th as a point of reference.
I would like to thank the Spinbara Casino for providing me with a screenshot showing the account being closed and marketing communication disabled. Since the account has been closed on 25th and last message came through on 26th, could be possibly a time zone difference and one last message slipped through.
Dear antoniosa709 - since today is 16th December - if you have not received any further marketing messages/e-mails since 26th November, and there is no deposits or balance to be refunded, I think this complaint can be closed. Please let me know if you have further questions or issues, and whether yo uconsider this case to be resolved to your satisfaction.
Matej the message I sent for the definitive closure occurred after the revocation I made.
I revoked it at 5pm... it closed at 10:53 as per the messages.
Dear antoniosa709, even if I agreed to accept the revoked request made on 17th as a starting point, your last deposit was made within the reasonable time for closure. During that time, any deposits are non-refundable (as any winnings would still have to be credited to your balance). Too many players in the past tried to misuse self-exclusion for so-called "no risk betting" where they would request self-exclusion, deposit large amount of money within hours of the said request, then if they won they would request the winnings to be paid, but if they lost they would ask for a full deposit refund.
I am not saying this is your case, but to discourage such behaviour from less scrupulous players, Casino Guru never asks for a refund of deposits made within the time allowed for account closure. If I requested your deposit from the 18th to be refunded, I would create a precedence for others to exploit. I hope this helps to explain the situation, and I am sorry I can't be of more help.
Thank you for your understanding, antoniosa709. Due to the aforementioned reasons, and since we do not consider complaints where player is not satisfied with the outcome as successfully resolved, we will now proceed to reject this complaint. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
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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.
