The player from Germany complained that SpinBoss Casino failed to enforce her self-exclusion promptly after she disclosed gambling addiction and requested permanent account closure on May 31, 2026. Her account was not permanently blocked until June 19, during which time she was able to continue depositing and playing. The player initially estimated that she had deposited approximately €1,080 during the relevant period. The casino later acknowledged that her account had been temporarily reopened due to a technical error and identified €610 in deposits made after the reopening. It offered to refund this amount, while we clarified that the deposits made on May 31 could not be included in the reimbursement. After a short delay and further follow-up, the casino processed the agreed refund in full. The player confirmed receipt of the €610, and the complaint was closed as resolved.
Spinboss Casino - Player’s account closure is delayed and under investigation.
Case closed
Amount: €610
Spinboss Casino
Safety Index 5.4 Below averageCase summary
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.
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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
Dear mex26,
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,
Veronika
Casino.Guru
We’ve reopened this complaint at the request of mex26. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear mex26,
Please forward me all emails, timestamps, and screenshots related to your communication with SpinBoss Casino regarding your self-exclusion request at veronika.f@casino.guru.
Aslo, kindly respond to the questions I asked you in my first response:
- 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)?
I appreciate your cooperation.
TranslationOn May 31st I requested self-exclusion; today, June 19th, my account was permanently blocked.
Thank you for your email.
Could you please specify how much money you deposited between 1 June, when your account was supposed to be closed for the first time, and 19 June, when it was actually closed?
Dear mex26
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Hello mex26,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.
Best regards
Martin
Dear mex26,
I can confirm we have received a response from the casino, I am posting it below. I have also asked the casino for further clarifications regarding this case.
Dear All,
Thank you for inviting us to assist with the complaint above.
We apologize for the delayed response; we are currently experiencing technical issues with our CasinoGuru credentials, which is preventing us from accessing the case directly.
We have contacted Martin, the forum representative, to request the player's email address and provide at the moment the replies on this thread for us. Once the email will be provided, this will allow us to locate the account and investigate the matter further.
We appreciate your patience and cooperation as we work to resolve this issue as quickly as possible.
Kind regards,
SpinBoss Casino Team
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear mex26,
thank you for your patience, we have received another response from the casino. Could you please clarify which e-mail address you have used in the casino? Please reply in the thread, I will set the message as sensitive.
Dear mex26,
Thank you for your patience, I am happy to confirm we have received an update from the casino.
The casino has acknowledged that your account was temporarily reopened after the original self-exclusion because of a technical error. According to its records, you deposited a total of €610 during this period, and the casino has offered to refund this amount.
You previously estimated the relevant deposits at approximately €1,080. If you believe the casino’s calculation is incomplete, please provide your deposit history or bank/payment statements showing the individual deposits made after the account was reopened. Otherwise, we will proceed on the basis of the documented €610 amount.
Dear mex26,
Thank you for your message. We understand your position; however, for the reasons explained above, we are unable to request a refund of the deposits made on May 31.
Nevertheless, we believe you are entitled to a refund of the deposits made after your account was reopened.
We will now wait for the refund to be processed on the casino's side.
TranslationSo far, there has been no response from the casino.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear mex26,
We’re glad to hear that you have received the €610 refund and that your issue has been resolved. Once again, we would like to thank the support team at SpinBoss Casino for their involvement in the mediation process.
We will now mark the complaint as "resolved" in our system. I sincerely hope you will not need to contact us again and that you’ll be able to leave casino gaming behind, as you previously intended. However, if you ever encounter an issue with this or another casino, please feel free to contact our Complaint Resolution Center. We’re always here to help.
As you know, we do not charge for our services or accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru
An honest review, including any suggestions for improvement, would be invaluable. Your feedback could also help others who may be considering contacting us for assistance with an online casino-related issue.
Thank you in advance for your time.
Best regards,
Martin
Casino.Guru
