Spinboss Casino - Player's account remains open despite request for closure.

Ladies and Gentlemen

I contacted the casino about gambling addiction and family problems related to closing my gambling account, but unfortunately without success.

Very high loss, 10000 lost

The first 3000 due to a breach of the terms and conditions (24-hour deadline) is refunded.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinboss Casino.

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?
• Could you please share more details regarding the casino's decision of the casino to partially refund you? Which particular deposits did the casino decide to refund and which not?

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

I made a deposit today.

I just sent you everything by email.

The loss is now over 4000

Account will not be closed

Account is being verified starting today.

I demand that the casino refund me 5000 euros.

Dear besarion,

Thanks for your replies here and via email.

• Did the casino follow up with you regarding the refund request?
• What response have you received since your last post?

Please let me know any news in the meantime.

Account closed

According to the VIP department, the case was forwarded to the responsible department; they also received the email. As mentioned, the loss up to yesterday due to non-compliance with the terms and conditions is approximately 5000 euros.

I didn't even receive an email informing me that my account was blocked.

Thanks for the update.

• Did the casino agree to refund you the full amount?
• Please let me know if the casino has already concluded whether they'll refund you or not.

Looking forward to your reply.

Unfortunately, I haven't received a response; I would appreciate your support.

Sincerely, Beteev

Tomas, please help!

Sincerely, Beteev

Dear besarion,

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, Munya (munya.s@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,

Tomas

Dear besarion,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinboss Casino to join this conversation and assist in addressing the complaint.

Dear Spinboss Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

They offered me 2500 euros as compensation.

besarion

Thank you for sharing such an important update. May I know what you think of the offer?

That's not enough, I've lost much more.

Please provide support

5000 euros according to the terms and conditions for non-compliance

Spinboss Casino

Kindly provide your comments in response to the player's reaction to your offer.

besarion

I am sorry that the casino has not refunded your full amount. I am yet to get their response, having contacted them via email as well. In the meantime, could you share with me screenshots of your deposit history from the time you requested self-exclusion. Try and include every transaction.

besarion

I have not heard from the casino. Have you received any further communication? If so, kindly update. Otherwise, I will have to close the complaint due to the casino's lack of response to my communication.

besarion

Unfortunately, without the casino’s cooperation, my ability to further investigate or mediate the matter is significantly limited.

As a result, I will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that I was unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified by email accordingly.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Munya Shumba

We’ve reopened this complaint at the request of Spinboss Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. Due to technical challenges, the casino is not able to provide responses on this thread. I shall engage the casino via email and provide an update here.

besarion

The casino has not provided much details on your payment as yet. May I get you update regarding your payment. Have you received the outstanding amount?

No I haven't

Lost over 5000 euros

besarion

Thank you for the confirmation. I will update once I get a response from the casino.

Okay, thanks.

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.

May I ask why the score was increased to 5.4?

Account is open again, why?

It was closed due to gambling addiction.

I haven't even lost over 100 euros yet.

besarion

I sincerely apologize for the reopening of your account. I am currently in communication with the casino through an alternative channel and am awaiting their update regarding your issue. I will be sure to share any information I receive as soon as possible. Additionally, I will inform them that you have regained access to your account. Thank you for your patience during this process.

I contacted the casino again regarding account closure and deletion. The reason given was addiction and family problems due to gambling.

Munya, may I ask why one always has to wait weeks for an answer?

besarion

Thank you for your messages. I appreciate your understanding as we navigate the complex process of complaint resolution. This process often requires engaging multiple parties to reach a common ground, which can take time. In some instances, it may not yield a resolution as quickly as we would hope. Your patience is greatly appreciated, and please rest assured that I am doing everything within my capacity to resolve your case. Thank you for your understanding and support during this time.

Okay, thanks.

I'm waiting for your reply.

Sincerely, Beteev

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.