Spinplatinum Casino - Player’s account closure request is ignored.

Ich habe ein Konto am 22.12.25 erstellt und habe nach einigen Einzahlungen den Live-Chat kontaktiert , damit mein Konto aufgrund von Spielsucht geschlossen und gelöscht werden soll. Sie haben mich an den zuständigen kundensupport weitergeleitet. Ich habe denen eine E-Mail geschrieben und darum gebeten am 22.12.25 aufgrund meiner Spielsucht das Konto zu löschen und zu sperren. Es hat sich nichts getan. Ich habe weitere emails geschrieben und ich habe weiter eingezahlt. Ich habe den livechat wieder angeschrieben und denen mitgeteilt, dass mir keiner hilft und sich keiner auf meine Emails antwortet. Ich wurde wieder einfach Abserviert und mir wurde wieder die Email-Adresse durchgegeben.

Ich habe mei. Glück wieder versucht, aber ich warte vergebens auf eine Antwort.

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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 andreastueker,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing, especially considering the seriousness of your request regarding gambling addiction.

To better understand your situation and proceed with the case, could you please clarify a few points?

• Did you receive any automated reply or confirmation email after contacting their support?
• Did you mention in every message that the closure request was specifically due to gambling addiction?
• Do you still currently have access to the account, or has it finally been blocked?

If you have screenshots or email communication showing the timeline of your requests, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hallo, ich habe noch immer Zugriff auf das Konto und es wurde überhaupt nicht auf meine Email reagiert. Habe nochmals beim livechat nachgefragt und mir wurde versichert, dass Sie sich zügig melden werden .

ich habe ihnen die ganzen emails jetzt weitergeleitet.

Dear andreastueker,

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, Igor (igor.p@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.

Dear andreastueker,

I am sorry to hear about your problem with Spinplatinum Casino.

I will now try to contact a Spinplatinum Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spinplatinum Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Guten Morgen,

Vielen Dank !!

das Konto ist immer noch nicht gesperrt. Ich habe den livechat wieder kontaktiert . Aber es tut sich nichts. Der livechat hat die Fachabteilung direkt angeschrieben aber es tut sich nichts.

es geht aktuell um 1.620 € die ich zurück haben will.

Hallo,

Das Konto wurde jetzt gesperrt. Gestern Mittag konnte ich noch einzahlen und heute war der Login nicht mehr möglich

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.

Hallo das Casino hat mir per Email geschrieben:

Dear Andreas,

Thank you for reaching out to us.

We kindly ask you to clarify your request in order for us to be able to provide you with the best assistance possible.

We are looking forward to hearing from you!

Regards,

Customer Support

Das ist meine Antwort die ich per Mail geschrieben habe :

Dear Sir or Madam,

On 22 December 2025, I submitted a request for self-exclusion due to gambling addiction. This step was explicitly recommended to me by your live chat support, and I immediately sent the request to the email address provided to me.

Despite several emails from my side and an explicit request for immediate account closure, I received no response from you. You have also failed to respond to the complaint I submitted to Casino Guru, which remains unanswered to this day.

It was only nearly 14 days later, on 6 January 2026, that my account was finally blocked.

I would like to expressly point out that in cases of self-exclusion due to gambling addiction, you are legally obliged to act without delay. You failed to meet this obligation. During the period between my self-exclusion request and the actual blocking of my account, further deposits were made.

For this reason, I hereby request a full refund of all deposits made from 22 December 2025 onwards. The total amount concerned is approximately €2,000.

I expect a prompt response as well as the refund of the above-mentioned amount.

Should this not occur, I will be forced to initiate legal action, which will result in additional costs for all parties involved.

Furthermore, I request that you respond immediately to the complaint filed with Casino Guru.

I hope for a swift and out-of-court resolution of this matter.

Yours sincerely,

Dear andreastueker,

Thank you for your message and the provided information.

I would like to inform you that I have managed to get in touch with the casino representative, and we are currently finalizing their access to this case.

I will update you when there is any news to share.

hallo,

was meinen Sie mit Freigabe zu finalisieren ?

Haben Sie die transaktionsliste erhalten ? Denn die 570 € stimmen ja auch nicht mehr !

Hello,

I mean that they will have access to this complaint, and we can discuss the whole case here with their contribution.

I am not planning to close the complaint right now.

Hallo,

hat sich jemand vom Casino gemeldet ?

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.

Hello,

Upon checking, the player's account is excluded. They requested the initial exclusion on the 22nd of December. Per T&Cs, Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays, and given the Christmas holidays, the player's account was closed within the 10 business day timeframe.

Please let us know if any further information is required.

Kind regards.

Dear Spinplatinum Casino,

Once the player has made a self-exclusion request, the account should be closed within a reasonable time frame.

I understand that such processes may take some time, especially during weekends and public holidays.

However, 10 business days is far too long.

Could you please provide me with all of the player’s deposits made from 22/12 until the account was closed, so we can find an acceptable solution?

Thank you in advance.

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 andreastueker,

While the Spinplatinum Casino has responded to this complaint, they have not provided any evidence or additional clarification regarding this case. They have only stated that the account was closed in accordance with their T&Cs within 10 business days — but we do not consider this to be a reasonable time frame.

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.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor