The player from Germany attempted to close his account at Spinrise Casino, but despite sending over 30 messages to support, his request remained ignored, and he only received bonus offers. He found this behavior disrespectful and contrary to responsible gambling principles. The issue was resolved when the casino confirmed that his account had now been permanently closed as per his request, following the Complaints Team's intervention. The player expressed gratitude for the resolution.
Spinrise Casino - Player's account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: ??
Spinrise Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
I would like to file a complaint against Spinrise Casino because I have been trying to close my player account for over a week without success.
I've sent over 30 messages to support, clearly and unequivocally demanding that my account be closed immediately. In none of the numerous responses has the casino even come close to addressing my request. Instead, I've been consistently ignored and only receive bonus offers or attempts to change my mind, even though I've explicitly stated several times that I don't want to play anymore.
I find this behavior extremely dubious, disrespectful, and clearly contrary to player protection. The casino is thus violating fundamental principles of responsible gambling. If a player consciously decides not to continue participating, a casino must immediately accept and implement this decision—not trivialize it or actively undermine it.
I hereby publicly request Spinrise Casino to permanently close my account and confirm this in writing.
I ask the Casino Guru team for support in enforcing this simple but fundamental requirement.
Best regards,
Automatic translation:
Public
Public
7 months ago
Dear Mesimesi,
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 I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected]
- Could you please advise when was the last time the casino allowed you to deposit?
If you consider yourself of player who needs protection, I would recommend that you send another request, but this time, include me in the copy of your email.
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."
Please send another email to [email protected](you can include me in the copy at [email protected]) and keep me informed about any further developments.
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
Public
Public
7 months ago
Dear Mesimesi,
Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations and for the distress caused by the delay in fulfilling your account closure request.
After reviewing your case, we can confirm that your player account has now been permanently closed as per your request. We deeply regret the inconvenience and frustration this situation has caused.
We appreciate your patience and thank you again for bringing this matter to light.
Best regards,
Spinrise Team
Public
Public
6 months ago
Dear Mesimesi,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
