Spinplatinum Casino - Player's account closure request is being ignored.

I have asked the casino for 5 days to close the account on the grounds of addiction and they are not doing it, they are ignoring me and not answering my emails. Please do something about these scammers.

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.

Dear spyros_kork,

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 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

i sent you all the information to your mail. they sent from casino an email and they wrote me to send them the following

1. Photos of the front and back of an official identification document - National Identity Card, Driver’s License, or International Passport.

2. A proof of address document, issued within the past 6 months, that contains your full name, residential address, and issue date:

- Utility bill (e.g., electricity, water, gas, phone, TV, or Internet)

- Bank account statement

- Insurance - health, home, vehicle

- Tax bill/tax return

3. Pictures of the back and front of your credit/debit card ending in ..., with the first six and last four digits, names, and expiration date visible. Please cover the rest of the digits and the CVC code on the back with a piece of paper, as this is sensitive information that we do not require.

They dont write to their conditions & terms to close an account all of these needed, i dont want to give them these information because i dont want to play to their casino because i believe that they are scammers

Thank you for the emails. Please note that, in order to successfully complete your self-exclusion, casinos often require players to finish the KYC verification process. This is to ensure that the player cannot create another account in the future, or if they do, it will be linked to the verified account immediately during verification. Therefore, I advise you to comply with the casino’s request and provide the necessary documents. Please let me know once you have done so.

i dont want to share anything to them , are scammers they call me many unknown numbers every day. they can see the card numbers and the owner when i did the deposit .this is illegal , please send them an email

Have you responded to the casino’s verification request, stating that you do not wish to verify your account?

What was the casino’s reply to your message?

Is your account currently frozen until you complete the KYC process?

yes i replied but no one reply to my mails.Also they continue to send me many mails and SMS for promotions.My account is still open.This casino is a scam

Dear spyros_kork

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, Kubo (jakub.m@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

Dear spyros_kork,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Spinplatinum Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 spyros_kork,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo