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

Hi

thank you for looking into this matter for me. The account has now been closed as I requested but I have still had no feedback from them. I believe the last time was able to deposit was around 1 week ago

thank you

Dear Mrspinz83,

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, Michal (michal.v@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,

Tomas

Hello Mrspinz83,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear SpinReelz 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.

Respectfully,

Michal

Hi Michal

thank you for taking the time to look at my case I hope we can get a fair resolution from the casino. As I mentioned I sent multiple emails to them explaining in great detail the issues I have with gambling and they responded to the first email after a few days confirming they would action my request then as you can see I sent many more emails all without response advising them of the huge impact it was having that they did not close the account it was several weeks before the account was actually closed. All I am looking for is for them to follow the player protection protocols they state in their website and are governed by with their license. I gave them multiple opportunities to settle this reasonably without involving yourselves but I believe on principle they did not act in a fair way or have any concern for player welfare while I was sending emails explaining how much gambling was effecting me they ignored those and continued to send me offers to gamble more.

I have included a lot of evidence in my uploads but it limits it to 5 and I have much more if you require it. Thank you for your help

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact one of the four ADR Services the Anjouan Gaming Authority uses for submitting a complaint with them. To do this, please go to this link: https://anjouangaming.com/resources/authorized-adr-providers/. Once there, select your chosen service and lodge a complaint with them. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V