The player from Alberta struggled to get their casino account closed, as the casino consistently ignored their requests, which exacerbated their gambling addiction. They made multiple attempts to cancel or limit their account without success. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed for the moment, with the option to be reopened if the player resumed communication.
Spinrise Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Similar to other complaints, this casino completely ignores my requests to close my account. Working through a gambling addiction and this is making things worse. Have had multiple cancel requests or limit requests and they always ignore me after I follow up on them.
Attached a couple examples.
Need this account closed
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3 weeks 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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3 weeks ago
Dear flrs1839, 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.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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
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2 weeks ago
Dear flrs1839,
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.
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1 week 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
