Spinbara Casino - Player’s self-exclusion request was not honored.

Hello,

I am filing a complaint because Spinbara failed to apply my confirmed self-exclusion request, which resulted in substantial losses that should never have occurred.

What happened:

On October 6th, I emailed Spinbara requesting self-exclusion and account closure.

They replied asking me to confirm the closure.

I clearly and explicitly confirmed that I wanted the account closed.

They acknowledged that the request would be processed.

(All evidence is attached.)

Despite this, my account remained open, and I continued to have full access to deposits and betting.

All activity after October 6th should have been technically impossible if Spinbara had followed their Responsible Gambling procedures.

As a result, I suffered substantial net losses, including deposited funds and balance generated during gameplay.

The exact amount must be reviewed and calculated by the casino.

Additionally, Spinbara only closed my account immediately after I requested a refund, which clearly shows they were capable of closing it earlier but failed to do so when I first requested it.

What I request:

A full investigation into why my confirmed self-exclusion was not applied.

A refund of all net losses incurred after October 6th.

Confirmation of the total amount lost after my self-exclusion request.

This is a clear case of a self-exclusion failure, and I request Casino Guru’s assistance in resolving this matter.

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Dear Aguti1902,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

Meanwhile, I have checked the Responsible Gambling policy of the Casino 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.

To clarify the case:

• What exact date did the Casino close your account, please?
• Have you clearly informed the casino about your gambling problem?

Thank you very much in advance.

Best regards

Petra

Thank you for your reply and for providing the previous details, Aguti1902.

Could you please provide us with any additional communication where you mentioned your gambling addiction to the casino or sent them any evidence of it? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

 

Dear Aguti1902,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

 

Example:

 

Email subject: Self-exclusion

 

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

 

 

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

 

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

 

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

https://casino.guru/global-self-exclusion-initiative/assistance-tool