The player from Germany had requested the casino to close his account due to a gambling addiction, but his request was ignored. He encountered delays in receiving assistance from the management and had even made a deposit after his closure request. The account was eventually closed by the casino after intervention, but the player reported that additional deposits were made before the closure. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Spinrise Casino - Player's account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Spinrise Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
I informed the casino via email that I have a gambling addiction and requested that my account be closed! But I'm being ignored! The live chat says I have to wait for a manager (who obviously doesn't work every day) before my request is processed. What is this?! This is unacceptable! Whoever works there needs to respond immediately! I still have the emails, even the manager's reply! But nothing is happening! I even made a deposit after my request, but I don't remember how much, although it wasn't a small amount!
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1 month 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.
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1 month ago
Dear luckysun,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
SELF-EXCLUSION BY REQUEST
You may also contact our support team at support@spinrise.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.
If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@spinrise.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.
Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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1 month ago
TranslationYes, I'm verified and have an account there linked to my email address. In the live chat, I keep being told that only my personal VIP manager can close my account, but he's not responding to my last email. Then I was told that he doesn't work every day and I have to wait. It's unbelievable. I still have access. I was also blocked in the live chat after I begged them to please process the emails, regardless of who's handling them. They're violating the responsible gaming guidelines.
I just want my account closed! And I see from other cases here that I'm not the only one with this problem.
This casino tries everything to keep you playing, even if you say you are a gambling addict.
I can upload the screenshots here if you like. The manager replied to my email where I mentioned my gambling addiction, but he didn't close my account! He wanted me to give a reason, which I already did in my first email! They're just stalling me!
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1 month ago
TranslationI've uploaded the screenshot. The request was from March 22nd, and the response also arrived on March 22nd. Since then, there has been no further response, and my account remains open.
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1 month ago
Dear Casino Guru,
We would like to confirm that the player’s account has now been closed.
We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active and no further access is possible.
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1 month ago
TranslationOh no, now all of a sudden you can block the account!! But you can't reply to my emails! Disgusting!!
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1 month ago
Dear luckysun, thank you for your response.
Could you kindly confirm whether any deposits were made between your request on March 22nd and the closure of your account? If so, I would greatly appreciate it if you could send a bank statement covering the relevant period to my email at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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1 month ago
TranslationYes, there were further deposits, but I can't say exactly how much, as I no longer have access to the account.
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4 weeks ago
Dear Player, thank you for your response. Could you kindly provide any documentation that confirms the deposits made following your self-exclusion request dated March 22nd?
Thank you in advance for your reply.
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3 weeks ago
TranslationThe deposits are visible in my Spinrise account, but I no longer have access to them. I was also playing elsewhere at the same time and don't know which deposits went to Spinrise. I request that Spinrise send me the transaction history so I can verify it.
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3 weeks ago
TranslationI don't think I'll get anything back anyway, judging by the other cases here about Spinrise. So many people have problems. I don't understand why nothing is being done about this casino. They should have their license revoked!
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear luckysun,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
