SpinHub Casino - Player seeks refund after account self-exclusion.

I am requesting a refund of EUR 1,284, which SpinHub accepted while I was already self-excluded.

On 13 May 2026, I contacted SpinHub support requesting self-exclusion due to gambling problems. Support instructed me to send my request to their KYC department, which I did immediately. My email clearly stated that I had been registered in the Latvian national self-exclusion register since February 2026, and I attached documentary evidence, including my ID and the self-exclusion certificate.

Despite receiving this information, SpinHub did not close my account.

On 15 May 2026, I sent two follow-up emails explaining that my account was still active and that I was still able to gamble. These emails were ignored, and my account remained open.

SpinHub continued accepting my deposits during this period.

Only after I submitted a formal refund complaint on 7 July 2026 regarding the deposits accepted during self-exclusion did SpinHub silently close my account. They never responded to my refund request or explained why my self-exclusion requests had been ignored.

I have now recovered the complete email chain from my Gmail trash folder, which clearly proves:

•I requested self-exclusion and disclosed my gambling problem.

•I repeatedly informed SpinHub that my account was still active.

SpinHub ignored these emails, kept my account open, and continued accepting deposits.

I believe these deposits should never have been accepted.

Therefore, I request a full refund of EUR 1,254 deposited during the period when my self-exclusion request had already been submitted and repeatedly followed up.

Thank you,

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped, original email communications between you and the casino customer support regarding your self-exclusion request? Ideally, please send them to me as attachments in .eml format. My email address is veronika.f@casino.guru.
• Did you contact the casino customer support between 15 May and 7 July, while your account was still open and you were able to play?
• Did you continue making deposits and playing during this period?
• Did you pass the full KYC verification at this casino?

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