The player from Germany requests an investigation into Vegashero and its connection to SpinBoss after her account was not immediately closed following her explicit self-exclusion request due to gambling addiction. She incurred significant losses at both casinos despite notifying them of her situation and is seeking reimbursement for those losses as well as a review of responsible gaming practices.
Spinboss Casino - Player’s account closure is delayed and under investigation.
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6d 4h 55m 45s
Spinboss Casino
Safety Index 5.4 Below averageCase summary
Discussion
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Public
2 days ago
Translation
Complaint against Vegashero and investigation into a possible connection to SpinBoss
On May 20, 2026, I explicitly requested permanent self-exclusion from Vegashero due to gambling addiction. In my message, I clearly explained that I suffer from gambling addiction and that my account should be permanently closed.
Vegashero confirmed receipt of my request and was therefore aware of my gambling addiction and my wish for permanent self-exclusion. Instead of immediately blocking my account, I initially received standardized Responsible Gaming messages and a suggestion to take a temporary break from gambling. However, I never requested a break. I had explicitly requested permanent self-exclusion.
Between the time I first reported the issue and the actual account closure, I was still able to play and make deposits. During this period, I incurred losses of €1,580.
On June 1, 2026, Vegashero informed me in writing that my account had been "closed for my own safety." In my view, this confirms that the casino recognized my situation and saw a need for protection.
Additionally, I request an investigation into the relationship between Vegashero and SpinBoss.
After self-excluding from Vegashero, I was still able to play at SpinBoss and lost another €1,140 there.
I noticed several oddities:
Both casinos used almost identical Responsible Gaming responses.
Both requests were handled by the same VIP support employee.
The support tickets were created using the same Zendesk structure.
The ticket numbers were almost directly next to each other.
Both websites use the same nameservers.
Both casinos appear to use a very similar support and management structure.
In light of this, I request that you examine the following:
whether Vegashero has properly and promptly implemented the requested self-exclusion,
why further deposits were possible despite knowledge of my gambling addiction,
whether there is an organizational or technical connection between Vegashero and SpinBoss,
whether responsible gaming and self-exclusion data are exchanged or should have been exchanged between the two brands,
whether the losses of €1,580 at Vegashero and €1,140 at SpinBoss incurred after my self-exclusion should be reimbursed.
I can provide all emails, screenshots, support tickets and proof of payment.
Automatic translation:
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19 hours 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.
Public
Public
19 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
It is important to clarify that both Vegashero and SpinBoss Casino operate without a shared licensing or regulatory framework that would require them to exchange player account data or automatically enforce self-exclusions across different brands.
Even if the websites may look similar or use comparable design, support systems, or responsible gaming messages, this does not necessarily indicate a formal operational connection. Without a single licensing authority overseeing both platforms and enforcing group-wide self-exclusion, each casino is obliged to handle self-exclusion requests independently. This means that every self-exclusion request must be assessed and processed separately by the specific casino where it is submitted. One casino does not automatically have access to, or responsibility for, responsible gaming actions taken at another brand.
In order to investigate your case properly, we would need to clarify one important point:
- Did you explicitly mention gambling addiction or request self-exclusion directly in SpinBoss Casino as well?
- If yes, could you please specify when you sent this request and whether the account was closed (and on what date)?
If you have any emails, timestamps, or screenshots related to your communication with SpinBoss Casino, please feel free to forward them to me at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
