The player from Germany requested the closure of his account at Spinbara on September 8th due to gambling addiction, but the account remains open. As a result, he gambled away €604 and is seeking assistance to retrieve his funds.
Spinbara Casino - Player’s account remains open after request to close.
Opened
Current status
Waiting for Casino Guru to reply
5d 3h 22m 22s
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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Public
5 days ago
Translation
Hello,
On September 8th, I contacted Spinbara via email to state that I wanted to close my account due to gambling addiction.
Unfortunately, that didn't happen. I contacted Spinbara via email, as their support suggested, and requested the deletion.
Today I gambled away €604 because the account wasn't closed.
I would like to get my money back. Please help me.
I will also write to support via email at the same time.
Automatic translation:
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3 days 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.
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3 days ago
Dear Isii_i,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"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."
To better understand your case, could you please clarify a few points?
- Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
