The player from Germany filed a complaint against SpinPlatinum for not processing his self-exclusion request communicated via email due to gambling addiction on August 5, 2026. He had not received any response despite sending reminders, and he requested the permanent closure of his account and a refund of his deposits made after his self-exclusion request. He later confirmed that support had only replied in live chat with a temporary suspension, while no permanent ban or email response was provided, and he said his refund claim totaled €109. We repeatedly tried to contact the casino, but without any cooperation from its side the case was marked unresolved.
Spinplatinum Casino - Player’s self-exclusion request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 47
Amount: €109
Spinplatinum Casino
Safety Index 2.2 Very lowCase summary
Discussion
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3 months ago
Translation
Dear Casino Guru Team,
I hereby wish to file a complaint against the online casino SpinPlatinum.
On August 5, 2026, I explicitly informed the casino via email that I suffer from gambling addiction and therefore request immediate and permanent self-exclusion. In my email, I also asked them to refrain from any promotional offers or attempts to influence my decision.
Since I received no response, I sent further reminders on August 6th, 2026 and again on August 7th, 2026. To this day, I have received no reply whatsoever.
I consider this behavior extremely irresponsible. A reputable online casino should immediately process a self-exclusion due to a reported gambling addiction and permanently close the player's account.
I therefore ask Casino Guru for support and to review the case.
I want to achieve the following:
my player account will be permanently and finally closed
the casino fulfills its obligation to responsible gaming,
I request that my deposits of €55 from 7.8.26 onwards be refunded, as my self-exclusion was ignored despite repeated requests.
As proof, I attach my three emails, which clearly show that I have repeatedly requested permanent self-exclusion due to gambling addiction and the casino has not responded.
Thank you for your support and I hope for a fair review of my case.
Best regards
Simon M.
Edited by a Casino Guru admin
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2 months ago
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.
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2 months ago
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.
- Have you ever successfully communicated with the casino customer support via email, apart from your self-exclusion request? If so, how long did it usually take for them to respond?
- Have you tried contacting the casino customer support through any other channels, such as live chat, Telegram, or social media?
- 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
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2 months ago
TranslationHello everyone .
I asked about it several times in the chat. However, I was always referred to support.
I have had no success or received any feedback via email to date.
Last night, I was able to get through to them via live chat and they confirmed that my account had been temporarily suspended, but without any indication of whether it would be permanent. Of course, I had already lost more money beforehand. Therefore, my refund now totals €109.
I never went through a KYC process at the casino.
Can you help me get a permanent ban and a full refund of €109?
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2 months ago
Thank you for your reply. Please forward me screenshots of your chat conversations with customer support, or any chat transcripts that may be relevant to the investigation of your case, at veronika.f@casino.guru.
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2 months ago
TranslationHello Veronika,
I sent them the necessary information by email. Unfortunately, I'm still waiting for a response from the casino's support team.
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2 months ago
Dear Marti89
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.
Kind regards,
Veronika
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2 months ago
Dear Marti89,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Spinplatinum Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a Spinplatinum Casino representative to join this conversation and participate in resolving this complaint.
Dear Spinplatinum Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 months ago
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.
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1 month ago
Dear Marti89,
I have repeatedly tried to contact the Spinplatinum 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.
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
