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

I've been asking for 10 days to close my account! Another operator keeps calling and they act like they don't know what it's about! They simply don't want to close your account!

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 Burda,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

Dear Burda,

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.

Dear Katarina,

Thank you for your inquiry.

We would like to inform you that the player’s account was closed in accordance with his request.

We hope for your understanding.

Best Regards,

Spinrise Team

Dear Burda,

I’m writing to you on behalf of my colleague Katarina, who is currently on vacation.

We have received confirmation from the casino, and we would like to thank Spinrise Casino for cooperating and confirming that your account has been closed in accordance with your request.

• At this point, could you please let us know whether this outcome is satisfactory for you and if we may consider the complaint resolved and proceed with closing the case?

If you feel that any part of the issue remains unresolved or if you require further assistance from our side, please let us know.

Thank you in advance for your confirmation.

Dear Burda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require 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