The player from Germany reported that Spinbara Casino had allowed him to play despite being registered in the OASIS exclusion system for gambling addiction, which resulted in losses of approximately €5,000–€6,000. He sought a refund and assistance from Casino Guru, noting that the casino lacked a valid German gambling license while still accepting German players. We explained that a refund could only be pursued if the casino had failed to protect the player after disclosure of gambling issues, and that mere registration in OASIS did not fulfill this condition. The player’s account had been inconsistently accessible, and the casino had provided only standardized replies without addressing the addiction disclosure. Due to the player’s lack of further communication, the complaint was closed without resolution.
Spinbara Casino - Player’s winnings are confiscated due to self-exclusion.
Player stopped responding
Amount: €6,000
Spinbara Casino
Safety Index 8.3 HighCase summary
Translation
I am a German player and was able to play at Spinbara Casino even though I was registered in the OASIS exclusion system due to gambling addiction.
During this time, I deposited and lost approximately €5,000–€6,000. Spinbara allowed me to play despite my self-exclusion and did not offer sufficient safeguards for players who had self-excluded.
The casino accepts German players, operates in German and in EUR, but does not possess a valid German gambling license.
I have already contacted the casino to obtain a refund and am submitting this complaint to Casino Guru for independent support and mediation.
I can provide proof of deposits and my OASIS block if required.
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.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino. Please note that online casinos not licensed in Germany don't participate in the self-exclusion scheme OASIS, yet should provide self-exclusion options regardless. If you have an account open in an offshore online casino, we recommend that you request a self-exclusion due to gambling problems in each one. We are unable to pursue a refund request on behalf of players based on the argument that the casino lacks a particular license.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino via email at support@spinbara.com with a self-exclusion request, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Spinbara Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
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,
Tomas
TranslationThanks for your reply.
Is your player's account currently accessible?
Have you sent a new self-exclusion request to the casino according to the instructions above?
Have you received any reply to your requests (automated or structured)?
After you learned your request for player protection hadn't been processed, have you contacted live chat and asked them for assistance?
Please let me know.
TranslationThank you for your feedback.
I will gladly answer your questions:
Is my player account currently accessible?
My account is currently not fully accessible. When I try to log in, I get a message saying my account is "under review." However, about 1.5 weeks ago, the casino informed me in an email that my account had been closed. The current status is therefore contradictory.
Have I submitted a request for self-exclusion?
Yes. I informed the casino in writing on September 2nd, 2025, that I suffer from gambling addiction and am registered in the German OASIS exclusion system. With this, I clearly indicated that I should not participate in gambling.
Have I received a response to my inquiries?
Partially. The casino responded to some of my messages, but mostly with standardized replies that simply quoted passages from the terms and conditions. The key points of my complaint – in particular my notification about gambling addiction and the OASIS ban – were not addressed specifically.
Did I contact the live chat?
Yes, I have tried several times to contact support via live chat. Unfortunately, I either received no helpful assistance or was simply referred to general terms and conditions again.
The following point is important from my point of view:
Despite my clear disclosure of my gambling addiction and my registration in the OASIS exclusion system, my account remained active. This allowed me to make further deposits and suffer significant additional losses.
In my view, this constitutes a clear violation of basic responsible gambling principles, as the casino was aware of my situation and yet failed to take effective measures to protect players.
Thank you very much for your assistance in resolving this case.
Thanks for your reply.
Please note that informing the casino of your registration in OASIS doesn't serve as a disclosure of gambling issues and cannot be considered as a basis for triggering player protection elsewhere on its own from our point of view.
Please let me know if there is any other communication originating from the casino or discussion between you and the casino regarding the self-exclusion for us to review.
Send this information to my email at tomas@casino.guru
TranslationThank you for your feedback.
I understand your point regarding the OASIS system. I am aware that simply mentioning registration there is not automatically considered a full disclosure of a gambling addiction.
However, I would like to clarify that my communication with the casino went beyond OASIS. In my email of September 2, 2025, I explicitly stated that I am not permitted to participate in gambling. In my view, this constitutes a clear indication of problematic gambling behavior, which the casino should at least have investigated.
Regardless, I continued to make substantial deposits (over €6,000) without my account being restricted or blocked. In my view, my gambling behavior (frequent deposits in a short period) should also have prompted further measures in the interest of player protection.
I have also tried several times to contact support via email and live chat, but have either received no substantive answer or only standardized references to the terms and conditions.
There is currently no further concrete communication regarding my self-exclusion, apart from my initial notification. The casino only placed my account on "under review" significantly later, after I submitted the refund request.
In my view, this represents a failure to react to identifiable risks and to take appropriate protective measures.
Additionally, I would like to point out that despite my previous notification, I am still receiving promotional emails from the casino. The casino has recently been clearly informed again about the issue of gambling addiction.
This suggests that my account has not been classified as high-risk and continues to be actively promoted, which in my view is not compatible with basic player protection principles.
This can also be proven by numerous small deposits (up to €100) repeatedly in succession.
The casino has been unavailable for the past 13 days.
Thank you for further reviewing my case.
I understand your point of view.
Unfortunately, we can only ask the casino for a refund of funds already lost on gambling under specific circumstances, where we can conclude the casino should have protected you. Without disclosure of gambling issues, this condition wasn't met. Please note that flagging players who make frequent deposits is a scarcely implemented responsible gambling feature that we don't consider mandatory in online casinos.
If you requested the self-exclusion due to gambling problems as recommended, and despite that, you still receive marketing communication, please forward the request you sent to me, along with the most recent ads you received from the casino. Make sure the information about the sender, the recipient, and the time is included. My email is tomas@casino.guru
Also, use the unsubscribe option in the body of the messages you received and let me know about the result.
Dear Klixx49,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
