Spinrise Casino - Player’s account closure request has been ignored.

I have asked numerous times ( 10 at least) for spinrise to close my account. I had even stated in email March 30th 2025 there was gambling issues. I have all email threads. They had kept putting bonus in my account to have me change my mind that day. I had requested numerous times since then for them to close the account. In fact they once offered me 100 bonus if I wrote a great review on this forum board.

Since my first ask in closing the acount I know I have deposited much more then 6000. But I will settle for 6000. My deposits in the casino wil show there was much more. As of today I requested the account to be closed and they emailed me back saying more game play will get me a bonus. I have email threads that show everything I am saying, Multiple requests to close account due to gambling issues and they have all been ignored. The first email is below Dated March 30th.

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To:​support@spinrise.com​

Sun 2025-03-30 12:05 PM

Hello, 

Due to gambling issues I would like to permeantly close this account. Not to be reopened. 

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes I will email you things today.

Thank you for your emails. Could you please let me know if you have received any response from the casino to the account closure request you sent on March 30?

When was the next time you contacted the casino regarding this request?

Have you also tried other communication channels, such as live chat or phone?

Hi I have sent you all the email threads. Their reply to the March 30th request was telling me the below, that they value me as a player and would like to ensure I have the best experience possible. As you can see in all the email threads I sent you there were may times after. Including times I would ask fo rthe the account to be closed via email and then told my VIP manager Stella is not availble and will address my issue when she was back. She would never get back to me on the closing issue. Also I had tried many times via chat and they told me they were unable to and I would have to email my VIP manager to have account closed. Also my account is still open today.

Thank you for reaching out and sharing your feelings with me. I truly empathize with your situation, and I’m sorry to hear that you’re facing difficulties. Your well-being is our top priority. 💙

Before you proceed with permanently closing your account, I’d love to discuss your concerns further. We value you as a player and want to ensure you have the best experience possible.

If gambling has become an issue, we can explore options such as setting deposit limits, temporary self-exclusion, or cooling-off periods. These options allow you to take a break while keeping your account open, ensuring that you can return whenever you feel ready.

Your feedback is invaluable, and I believe we can work together to find a solution that helps you feel more comfortable and in control. Please let me know if you’re open to discussing this further—I’m here to support you!

Best regards,

Emily from VIP Support Team ⭐

Here is another enticing me to lift my deposit limit that I had.

I can hook you up with a cash bonus too, but the deal shifts depending on your deposit limit:

🎁 100 CAD cash bonus at ×1 wager when your deposit limit is off

🎁 80 CAD cash bonus at ×3 wager when your deposit limit is on

Which option do you prefer?

Warm spring wishes,

Stella

I truly want to provide you with the best experience, and I’d love to grant you the bonus you’re asking for! However, since you’ve already received multiple bonuses recently, I can’t add a cash one this time without a bit of cooperation from your side.

After discussing it with my VIP department, we’ve come up with a simple and rewarding way for you to claim your next cash bonus—and it couldn’t be easier!

All you need to do is vote for SPINRISE as the Best New Casino at the provided links. Once you’ve cast your vote, just send me a screenshot of your confirmation, and the cash bonus is yours!

Here you are:

👉🏻 The nominating page

👉🏻 SpinRise on AskGamblers

Kindy regards,

VIP Team

Hello, 

On March 30th I had requested a monthly limit of 1000 for deposit. This was acknowledged by the VIP team in this email thread. 

As you can see I have deposited much more then that since making my request. As a licenee holder you are to protect your players from gambling related issues when they reach out to you. Your side did not do this. I am now asking for a refund of my deposits. After 1000 and after March 30th 2025. I can easily take this matter to Gambling review boards as well as your licences. I am hoping we can come to an agreement in the next 24 hours. 

REPLY

Welcome,  It is me, Stella.

Thank you so much for getting back to me and sharing all the details. I genuinely appreciate it.

First and foremost, I want to clarify that your request was never ignored — that was never our intention. When we initially saw your request regarding account closure, we also saw that you had just secured a well-deserved win. Our team sincerely hoped that this moment could turn into a positive experience for you — a sign that better days with us are still ahead.

Welcome,  It is me, Stella.

Thank you so much for getting back to me and sharing all the details. I genuinely appreciate it.

First and foremost, I want to clarify that your request was never ignored — that was never our intention. When we initially saw your request regarding account closure, we also saw that you had just secured a well-deserved win. Our team sincerely hoped that this moment could turn into a positive experience for you — a sign that better days with us are still ahead.

As for the limitations you mentioned — I hear you. We truly do our best for our VIP members, and I remember when you expressed disappointment about the cash bonus limitations. That’s exactly why I brought up the idea of a deal, where your vote of confidence would be rewarded. Once that was done, I was prepared to give you the best I could offer.

Even now, I don’t see myself as someone who’s here to oppose you. I’m here to support you — because I genuinely care about your journey with us. You've already won 6000 AUD this month alone, which is no small feat. And I believe that this is just the beginning of even greater opportunities for you.

So let’s turn the page and make this right. I’d like to offer you a 150 EUR cash bonus, completely free — no additional activity needed, and with the lowest wager requirement. It’s a small token of my appreciation for your loyalty and patience.

I'm here for you, and I want you to feel it every step of the way. Let’s make your experience even better from here.

Kindy regards,

VIP Team

Dear James,

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations and for any distress caused by the handling of your account closure requests.

Having reviewed your case thoroughly, we can confirm that your account has now been closed, and no further gameplay will be possible. We take responsible gambling matters with the utmost seriousness.

Please rest assured that we are reviewing all related email correspondence to ensure that our responsible gaming procedures were followed correctly. Any deviation from our responsible gambling policy will be addressed with urgency and accountability.

That said, we would like to note that, of course, we would have closed your account earlier had we received a clear request for closure based on the above-mentioned reason. Unfortunately, the previous communication was primarily focused on receiving a bonus, which made it unclear whether closure was truly desired. We are, however, glad that you have now clearly expressed your intention, and we fully respect and support your decision.

Once again, we apologize for the inconvenience and frustration you've experienced. We are committed to doing better.

Best regards,

Spinrise Team

The email dated March 30th clearly pointed out I had a gambling issue and I had asked for the account to be closed permeant. I did not ask for a bonus or anything. I also stated it was not to be reopened. Rather Stella came back and replied with wanting to make my experience better. She gave me options, so I can reopen the account anytime. Yet the email stated the below. Gambling issues, permantly close the account and not be reopened. I have also asked many many times to close the account after that. I had put a limit on the account, it was ignored and then Stella gave me 200 in bonus funds due you guys not following my ask. I have all email threads.

I expect a fast resolution to this matter. You did not protect your player and it is your responsibility to do so.

To:​support@spinrise.com​

Sun 2025-03-30 12:05 PM

Hello, 

Due to gambling issues I would like to permeant close this account. Not to be reopened. 

I also have emails dated June 13th and June21st telling Stella to close the account permantly as I spent too much time gambling. Many times I have asked for this account to be closed and did not once threaten to close it if I didn't get a bonus.

Bonus emails was only asked for after I spent alot of money.

Make sure you go back on on emails you have and you will see how many times I requested the account to be closed.

It is a shame it had to come to this for me to finally get my account closed where I had to involve a 3rd party. I am also preparing documents for other review sites and your licensee. This will only be resolved with a full refund of all deposits made from March 30th.

Let us not forget about this email from Stella. A casino should be enticing players to lift deposit limits with promise of bigger bonuses. I that helping your players control things?

I can hook you up with a cash bonus too, but the deal shifts depending on your deposit limit:

🎁 100 CAD cash bonus at ×1 wager when your deposit limit is off

🎁 80 CAD cash bonus at ×3 wager when your deposit limit is on

Which option do you prefer?

Warm spring wishes,

Stella

Please forward me the original email you received from the casino on March 30 as a reply to your account closure request, not just a copied version you pasted here in the thread. My email address is veronika.f@casino.guru.

I Veronika, I did send that to you. But I will send it again. Thanks

Thank you for your email. Has the casino ever responded to your account closure requests in any way? Did they ask for any additional information regarding the closure, or did they simply offer you bonuses each time you mentioned your intention to close the account?

I had sent you alot of email threads.

I understand that you have sent me many emails. However, most of the emails you received from the casino appear to be automated promotional offers with bonuses. I have not found any message in which a casino representative actually responded to your account closure request. That’s why I need to clarify the following:

• Has the casino acknowledged receiving your email from 30 March?
• Have you requested account closure due to gambling addiction more than once and received a direct reply from the casino?

I will resend you the emails where they responded.

Have you already forwarded these emails to me? I haven’t received any new messages from you yet.

I have sent you all the emails that also includes Stellas reply to my March 30th request to close account.

Thank you for your email. Have you responded to the message you received from the casino VIP support team on 30 March?

Dear Jamie319,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.