The player from Germany files a complaint against SpinPlatinum for not processing his self-exclusion request communicated via email due to gambling addiction on August 5, 2026. He has not received any response despite sending reminders, and he requests the permanent closure of his account and a refund of his deposits made after his self-exclusion request.
Spinplatinum Casino - Player’s self-exclusion request is ignored.
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Waiting for Casino Guru to reply
6d 5h 23m 58s
Spinplatinum Casino
Safety Index 2.3 Very lowCase summary
Discussion
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4 days 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
Automatic translation:
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18 hours 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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18 hours 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
