The player from Germany had requested an immediate account block due to gambling addiction but continued to be able to deposit and play for 2 to 3 days, resulting in a loss of €950. She demanded her money back and an immediate account closure. The Complaints Team reviewed the case and determined that the casino had acted within a reasonable timeframe, closing her account three days after her self-exclusion request. Consequently, it was concluded that the casino could not be held responsible for the deposits made during the processing period, leading to the rejection of her complaint as unjustified.
Spinbara Casino - Player's account should be blocked.
Closed
Our verdict
Unjustified complaint
Amount: €950
Spinbara Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
I requested that my account be blocked immediately due to my gambling addiction, and that I not be sent any advertising, etc. I submitted this request via live support and directly via email. I was still able to deposit and play, and thus lost €950. Normally, the account should be blocked immediately after 24 hours. However, I was still able to deposit and lose money after another 2 or 3 days. I want my money back and for my account to be blocked immediately.
Automatic translation:
Public
Public
6 months ago
Dear nana1995,
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.
- How long have you been a player at this casino, please?
- Have you tried contacting support 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 katarina.d@casino.guru. Kindly send it in the email format, not a screenshot.
- Could you please advise when was the last time the casino allowed you to deposit?
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,
Katarina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear nana1995,
thank you for your message and emails.
According to the available evidence, you submitted your self-exclusion request on September 2nd, and the casino closed your account on September 5th. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, Spinbara Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
I am sorry to be the bearer of a bad news,
Katarina
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
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