Spinrise Casino - Player is unable to close his account.

spinrise refuses to block my account despite numerous requests. I have lost over 100k here since I first announced that I wanted to close the account. I have told them that I have a gambling problem, but nothing happens. The answer is something like "it's a shame, we are critical of this". and they even offer a bonus on top of that. Currently they do not respond to requests to close the account permanently, but if you ask something else, the answer will come quickly. I would like to get my account closed with your help. This is the only site I have not been able to close. I will never get my money back, but this garbage will end now. 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 Spinrise 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@spinrise.com, and at the same time, include me in the copy of the email to tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinrise Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hei. Käyttäjätilini on edelleen toiminnassa, talletuksen tein toissapäivänä. Nykyisin he jättävät vastaamatta käyttäjätilini poisto pyyntöön. Laitoin näistä sähköpostia. Hyvitystä en ole hakenut, koska en rehellisesti usko sen olevan mahdollista, ainakaan heiltä.

status update: my account is now closed. there was no notification about it. a compensation claim has also been submitted, but no response has been received.

Thanks for the update and the explanation of the situation.

• Could you please specify how much your net deposits were since 22/8/2025?
• How much have you requested from the casino?
• Have you received any response from the casino since your last post?

Looking forward to your reply.

Nettotalletuksen määrä pankista katsottuna n. 60k. Ensimmäiset sulkemispyynnöt ovat tapahtuneet yli vuosi sitten, mutta näistä ei enää ole sähköposteja tallella. Kasinolla varmasti löytyisi kaikki viestit, mutta he tuskin vastaavat mitään.

Kysyin heiltä paljoko he ovat valmiita korvaamaan, mutta mitään vastausta ei kuulu. Summasta olen kyllä valmis neuvottelemaan.

Todella vastuutonta tämä heidän touhu on, enkä ole ainut vastaavalla asialla.

Dear Tonko,

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, Matej (matej.l@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

Thank you tomas!

Hello Tonko, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinrise Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Casino Guru,

We would like to confirm that the player’s account has now been disabled.

We can confirm that the account is no longer active and no further access is possible.

Best Regards,

Spinrise Casino Team

Thank you very much for the confirmation, dear Spinrise Casino.

If you could also e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawal during the period of 22/08/2025 - 30/06/2026 that would be very helpful. Thank you.

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.

Dear Tonko,

I have tried to contact the casino repeatedly via e-mails and Teams, 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 the Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also strongly recommend clicking the Request Self-Exclusion button and use this feature as well.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

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 matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej