SpinReelz Casino - Player’s account remains accessible despite closure request.

I am asking Casino Guru to review my complaint against SpinReelz concerning the failure to properly act on multiple requests to close my account due to serious gambling concerns, continued access to the account, and the financial losses that followed.

On 31 July 2026, I contacted SpinReelz and specifically requested that my account be closed because I was experiencing a serious gambling problem and was struggling to control my gambling.

SpinReelz acknowledged my request and stated:

"We have received your request to close your account and are processing it accordingly."

I therefore reasonably believed that my account was being closed. However, the account remained accessible and I was subsequently able to log back into the same account and continue gambling.

I did not create another account, use another identity, change my details or attempt to circumvent any restriction. I simply continued to have access to the account I had already asked SpinReelz to close.

I repeatedly explained to SpinReelz that I had a serious gambling problem. I explained that I had spent approximately eight hours gambling and that at one point I was approximately £1,800 in credit. Despite being £1,800 ahead, I was unable to stop gambling, continued playing until the money was gone and subsequently deposited further funds.

I provided this information because I wanted SpinReelz to understand that this was not recreational gambling and that I was struggling to control my behaviour.

I made further requests for the account to be closed, including after discovering that the original request had not resulted in the account being closed.

SpinReelz subsequently sent me an email stating:

"We are contacting you regarding your request to close your account due to gambling concerns, received on Aug 30, 2026."

They also acknowledged that their system had identified continued activity and gameplay.

SpinReelz then stated:

"When a player continues to wager after a closure request, we require a clear and final confirmation of their intent to proceed."

They said that unless I responded, the account would remain active.

I strongly dispute the implication that my continued gambling demonstrated that I genuinely wanted to keep the account open. My inability to stop gambling was precisely why I had asked SpinReelz to close the account.

I had already openly told them that I had a serious gambling problem and had repeatedly requested closure.

I also dispute any suggestion that my delay in responding to their latest email constituted a decision to keep the account open. I deliberately sought advice and support before responding from Gamblers Anonymous, so that I could understand how to deal with the situation appropriately.

My complaint is therefore not simply that I lost money gambling.

I am requesting reimbursement because I had already recognised that I could not safely control my gambling, specifically asked SpinReelz to close my account, received confirmation that the request was being processed, and nevertheless remained able to deposit and gamble through the same account.

I am requesting full reimbursement of the deposits/losses incurred after my original closure request.

I ask Casino Guru to consider:

Why SpinReelz did not close the account after acknowledging my original request.

Why the account remained available for deposits and gambling.

Why SpinReelz required a further "final confirmation" rather than acting on the closure request already made and multiple emails not replied to.

Whether SpinReelz's responsible-gambling procedures were appropriately followed given that I had explicitly disclosed a serious gambling problem.

Whether reimbursement is appropriate given the circumstances.

I have retained evidence including my closure requests, SpinReelz's acknowledgement, subsequent correspondence, evidence of continued account access, transaction/deposit records and communications in which I explained the seriousness of my gambling problem.

I have also confirmed to SpinReelz that I want the account permanently closed and inaccessible.

I would appreciate Casino Guru's assistance in independently reviewing the circumstances and helping me obtain a fair resolution, including reimbursement of the funds deposited/lost after my original closure request.

i have included the email chains for you to read

thank you

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinreelz Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas