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

I am trying to close my account with this casino. I have emailed and emailed countless times asking for a deposit limit to be placed onto my account, or for the account to be closed, I have begged them and they just ignore it. I have a severe gambling problem, and they just will not take it seriously. I need your assistance in getting my account closed please. Thank you so much.

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Dear yaholic88,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear yaholic88,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore 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 support@spinrise.com (you can include me in the copy at attila.g@casino.guru) 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,

Attila

Hello Atilla. I disagree. I have forwarded you many many emails stating that I need my account closed. And I just forwarded you a new one that stated I have a gambling problem. Because I didn't use the word self exclusion shouldn't matter. I'm new to the online gambling world and I wanted my account closed which seemed more final to me. Self exclusion I thought was a time limit. I wanted my account permanently closed which I stated I in the emails. which I emailed over ten times about begging them to close my account. Please read the new email I sent you and tell me that doesn't sound final?

I understand an email or two can be overlooked but I have sent you MANY emails about me asking to close my account and I have many more. Would you like me to send them? I can send them all if you like. I have over ten.

Please explain to me how asking for me to have my account closed dozens of time and being ignored every time is okay??

Also I would like to add not only did I email regular support but I emailed my VIP about this who also ignored my requests for help.

Dear Attila,

After reviewing the communication history, we would like to clarify that the player explicitly stated that they were experiencing gambling addiction on February 24, 2026, at 22:34 UTC. This was the first instance where the concern was clearly and directly expressed in writing.

Following this explicit declaration, the player’s account was closed in accordance with our responsible gaming procedures.

Best Regards,

Spinrise Team

You are liars. Absolutely liars. I have emails from as far back as January begging for my account to be closed and saying how bad gambling was ruining my life.

Dear Spinrise Casino, thank you for your response.

Dear yaholic88, could you please clarify the date when you first mentioned your struggles with gambling addiction to the casino? It is possible that I may have missed this information in a previous email. If you could kindly forward that email separately, it would be very helpful.

Thank you for your understanding and cooperation.

I have forwarded the email from January 5th. I mention I am gambling too much, and I'm in bankruptcy now because of my gambling and I beg them to close my account. Again I have sent numerous numerous emails asking for my account to be closed all ignored.

I honestly feel robbed here. People just care about the casinos and not human beings. If someone asks to close their account, it should be closed. I asked multiple times. I'm going to mark this as complete cause the stress and mental toll is not worth it. I do not feel this is resolved though. I feel scammed. Cheated and robbed yih have not helped.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yaholic88,

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

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru) .This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you Attila

Hello yaholic88,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Dear Spinrise Casino,

Do I understand correctly that you do not consider the email sent by the player on the 5th of January as sufficient proof of his gambling problem, even though they stated: "I am gambling too much and there are no limits on your site and it is ruining my life. I'm literally nearly in bankruptcy now."

Hi Michal thank you I appreciate your assistance.

Dear CasinoGuru Team,

Thank you for your question.

We acknowledge that the message sent by the player on January 5th contains an emotional statement regarding their gambling activity and financial situation. However, such wording on its own cannot be interpreted as confirmation of a gambling addiction.

While the player expressed concerns about their gambling behavior, statements of frustration following gambling losses may occur and do not automatically indicate a confirmed gambling dependency.

For these reasons, while the player’s message was reviewed, the statement itself could not be considered sufficient evidence of gambling addiction within the framework of our responsible gaming procedures.

Best regards,

Spinrise Team

How about me emailing you over a dozen times asking you to close my accounts? Are you just allowed to ignore those? That's ridiculous. I had been emailing since early January asking you constantly to close my account and you ignored everyone of them. You are scam artists.

I'd like to add that in dealing with my gambling addiction I had to go and close over ten accounts with different casinos and this is literally the only one I had ANY issue with. All the others I just emailed them once asked for my account to be closed and I got a response within the next day.

These guys are the only ones that refused my dozens of emails and attempts.

Dear Spinrise Casino,

I would like to express my perspective regarding the email received on January 5th. I believe that the information provided in that communication is adequate and should be taken as a legitimate self-exclusion request. Even if there are differing opinions, it should have at least prompted you to question the player further. Given that we have established the player’s request for permanent exclusion, could you please tell me how much the player deposited and when, after the 5th of January? Also, could you kindly confirm when exactly the player's account was closed?

Hey Michal. My account has been closed by them after much back and forth and I assume unable to register a new account. The reason I reopened was to see if I could recoup any of the lost funds I continued to gamble away while begging for my account to be closed. this was on going from January all the way until the end of feburary when I was still gambling money even after they had finally replied to me but still ignored closure requests.

Dear yaholic88,

Thank you for the clarification. Can you tell me when exactly your account was closed, and also when exactly you made deposits after your request on the 5th of January?

Hey Michal. As far as I can tell it was closed on Feb 26th after they posted that message. I was never emailed by them telling me my account was closed . I only found out after they posted the message. I was still able to deposit as of the 24th. As proof with these.

I was not able to actually take a screenshot of my account though as at that point it had been closed. I will upload all the other deposits I did in a second here proof straight from my account at the time.

Here are the deposits I placed. Again I tried to stop myself in Janauary after that specific email, and I emailed them a couple more times to close my account but they did not, and the urge to gamble was just too strong. I think I deposited some in late january too but unfortunately don't have proof for that. Just these ones.

The amounts were getting smaller as this was literarly the last of my money gone to this stupid addiction, that I had emailed them about over a dozen times begging them to close my account.

Appreciate your help Michal. If you need any of this emailed to you let me know.

Dear yaholic88,

Thank you for the information.

Dear Spinrise Casino,

Can you kindly answer the questions from my previous reply to you? Could you please tell me how much the player deposited and when, after the 5th of January? Also, could you kindly confirm when exactly the player's account was closed?

Dear Michal,

We have reached out to you via email regarding this complaint with details from our side.

We would really appreciate your time in reviewing it and look forward to your response.

Thank you in advance for your cooperation.

Dear Spinrise Casino,

I have replied to your email.

Dear Casino Guru,

We have replied to your email. Kindly ask you to check it.

Kind regards,

Spinrise Casino Team

Hello Michal I wanted to send you this email I received this today.

After everything they've done they are STILL sending me emails trying to get me to login and gamble.

If you'd like me to forward you a copy of the email let me know .I decided to forward you a copy anyways .

Dear yaholic88,

From the screenshots you have provided us with, I can see that you made deposits in the amount of 810 CAD. Is this the full sum you have deposited from the 5th of January? Please confirm this, so I can set the disputed amount in this complaint accordingly.

Yes. 810$ is the amount that I can see as well from my bank. Thank you.

I continue to get emails from them asking me to gamble. I have already tried unsubscribing yet they continue to try and get me to gamble and spend money...they just wont stop. These people are shameless.

Dear Spinrise Casino,

I would like to share Casino Guru's final position on the matter at hand. Although the gambling issue was not explicitly stated, it is clear from the communication dated February 5th that the player was experiencing a gambling problem. Since that date, the player has made deposits totaling 810 CAD. I believe the statement, "I am gambling too much and there are no limits on your site and it is ruining my life. I’m literally nearly in bankruptcy now," serves as a definitive indication of this issue. Given these circumstances, we firmly believe that the player should be refunded the aforementioned amount of 810 CAD. Should a refund not be issued, I regrettably will have to classify this complaint as unresolved, which may adversely affect the casino's safety index.

Please let me know how you would like to proceed regarding this case. Thank you for your attention to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear yaholic88,

Unfortunately, I have received an email from the casino stating that they wish to close this complaint rather than proceed with any kind of refund or partial compensation. There is nothing more I can do for you without the casino's cooperation.

Due to the fact that the casino dismissed the initial self-exclusion request and also the fact that there was no willingness to further pursue the resolution of this case, I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me an email at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V