The player from Germany was frustrated with the casino's lack of response to his requests for account closure due to gambling addiction, despite having lost a significant amount of money. He demanded reimbursement for his losses of €2,100 and a permanent ban from the site, citing unprofessional communication from the VIP manager. We attempted to assist by requesting further documentation and communication from the player to investigate the case. However, due to the player's failure to respond to our inquiries and reminders, the complaint was closed without resolution.
Spinrise Casino - Player demands account closure and reimbursement for losses.
Closed
Our verdict
Player stopped responding
Amount: €2,100
Spinrise Casino
Safety Index 1.5 Very lowCase summary
Discussion
Public
Public
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.
Public
Public
2 months ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinrise Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise whether you currently still have access to your account? When was the last time you made a deposit in this casino?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Dear Attila,
Thank you for the quick response.
What a coincidence, my account is closed right now. They're looking at this! I don't think that's right at all… I want my difference refunded due to their lack of competence regarding player protection. 🙁
My last deposits were this Thursday. They obviously wanted to get as much more money from me as possible (see picture).
Yes, I have successfully completed the KYC verification.
Best regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Thank you for your response. Could you please forward the emails directly, rather than providing them as screenshots? Additionally, could you kindly send the receipts for any deposits made after the self-exclusion request?
Thank you in advance for your reply.
Public
Public
1 month ago
Dear MomoRazor,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
