Spinorhino Casino - Player's account closure request has been ignored.

Dear Casino Guru Team,

I am writing to file a formal complaint regarding Spinorhino Casino. Despite sending multiple emails requesting that my account be closed, the casino has refused to close it or respond adequately.

I have attached screenshots of my emails and correspondence with the casino as proof. This situation is extremely frustrating, and I believe the casino is acting against responsible gaming practices by not honoring my request.

I kindly request your assistance in resolving this matter and ensuring that my account at Spinorhino Casino is closed immediately.

Thank you for your attention and support.

sincerely,

Mustafa G.

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Dear Mgur79,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your email.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Spinorhino Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Spinorhino Casino, add my email veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

I have just sent an email.

Thank you for your emails. Have you confirmed to the casino that you have chosen to self-exclude your account for at least 5 years? If so, kindly forward me your responses to the casino's suggestions to use other options besides self-exclusion as well.

They are still reopening my account even after I clearly requested a permanent closure.

Dear Mgur79,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Hi Mgur79,

Thank you for your patience, and I apologize for the delayed response.

To better understand your situation and assess whether the casino acted appropriately, I would like to clarify a few important points:

• Did you receive any response from the casino after 16.03.2026? If yes, please kindly share it with us.

This detail is very important for us, as in cases of self-exclusion, the timing and clarity of the request (especially mentioning gambling addiction) play a key role in determining the casino’s responsibility.

If it is more convenient, you can forward all relevant communication directly to petronela.k@casino.guru.

Thank you.

I did not receive any response from the casino after 16.03.2026. Since that date, I have not received any email, update, or confirmation regarding my request. This delay is concerning, especially considering that my request was related to permanent self-exclusion.

Hi Mgur79,

Thank you for your reply.

In order for us to properly assess your case, I would kindly ask you to try to obtain any supporting evidence showing that you contacted the casino via live chat, especially if you mentioned your gambling problem (GP) during those interactions. This could include screenshots, chat transcripts, or any confirmation emails generated after the conversation.

Please note that once a player clearly informs the casino about a gambling problem, the casino is expected to take immediate action and permanently close the account.

Additionally, could you please confirm whether you have made any deposits recently? If yes, kindly specify when the last deposit took place.

Thank you.

Dear Mgur79,

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,
Petronela
Casino.Guru