Spinrise Casino - Player's account closure request is ignored.

Ich hab das Casino anfänglich sehr gern gehabt wollte dann aus persönlichen Gründen aufhören zu spielen Verdacht auf Spielsucht das hab ich auch anfänglich mehrmals mitgeteilt und dass Casino per Mail kontaktiert. Jedoch blieb jeder einzelne Versuch Chancen loss ich kann alle E-Mails Chats und alles widerlegen ich habe mehrmals drum gebeten dass Sie mein Konto endlich sperren sollen das haben sie schamlos ausgenutzt um sich finanziell einen Vorteil zu verschaffen ich bitte hier drum nun entweder mein Geld zurückzugeben und mein Konto zuschließen

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.

Dear Rolexesh,

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.

• Do I understand correctly that your account is currently closed?
• 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 to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

Guten Abend, ich habe Monate lang versucht mich selbst zu sperren das selbe Spiel ziehen sie bei JEETCITY - CASINO AB ich wurde ignoriert ich hab alle E-Mails und alle Screenshots dokumentiert ich kann alles vorlegen und vorweisen dass meine Selbst Sperre ignoriert wurde auch nachdem ich alles so ehrlich und transparent gesagt habe wie es ist jedoch wurde mir jedes einzelne Mal ein Bonus angeboten um weiterzuspielen das lächerlich an der ganzen Sache ist das erst nachdem ich gestern die Beschwerde hier eingereicht habe mich das Casino erst kontaktiert gehabt hat d.h. sie nutzen Spieler mit Suchtproblemen aus und hören nicht auf Ihr Anliegen sie haben Monate lang mein Geld aus der Tasche gezogen

Dear Rolexesh,

Thank you for reaching out and for sharing your experience. We are very sorry for the frustration caused by the delay in closing your account and completely understand how upsetting this must have been.

We would like to confirm that your account has now been permanently closed as per your request. We sincerely apologize for the time it took to complete this process and appreciate your patience throughout.

Your feedback is very important and will be used internally to ensure that future account closure requests are handled more efficiently and respectfully.

Best regards,

Spinrise Team

Dear Spinrise Casino,

thank you for your response and update.

Dear Rolexesh,

thank you for your reply and emails.

• Could you please confirm that your account is successfully closed?
• Have you shared all of yours self exclusion requests with me, please? If there were more, kindly forward them to my email.
• Could you please advise when was the last time the casino allowed you to deposit?

Looking forward to your reply,

Katarina

Dear Rolexesh,

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.

Wurde erfolgreich gesperrt aber wo bleibt denn mein Geld habe Monate lange weiterspielen dürfen sie haben mir erst mein Konto geschlossen als ich hier die Beschwerde eingereicht habe

Dear Rolexesh,

thank you for your reply.

• Could you please clarify whether you have shared all of your self exclusion requests with me? If not, kindly forward them to my email.
• Additionally, when was the last time casino has allowed you to make a deposit, please?
• Could you also forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Rolexesh,

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.

Habe ihnen alles per mail zugesendet

Dear Rolexesh,

thank you for your email.

Do I understand correctly that you do not have any copy of your self exclusion request, please?

Looking forward to your reply,

Katarina

Dear Rolexesh,

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.

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,
Katarina
Casino.Guru