Spinrise Casino - Player’s account has been closed only after repeated self-exclusion requests.

Dear Casino Guru Complaints Team,

I would like to submit a formal complaint against SpinRise regarding its failure to comply with its responsible gambling obligations after I repeatedly requested permanent self-exclusion due to my gambling addiction.

On 5 July 2026, I contacted SpinRise and requested that my account be permanently closed because I am a gambling addict. Later that same day, I explicitly informed them that I suffer from gambling addiction and again requested immediate account closure and permanent self-exclusion.

Over the following days, I contacted their live chat on several occasions and continued requesting that my account be permanently closed. Despite my repeated requests and my explicit disclosure of gambling addiction, SpinRise failed to take appropriate action.

Instead, they continued to allow me to deposit and gamble. I also continued to receive VIP promotional emails, bonuses, cashback offers, and other marketing communications encouraging me to continue gambling after they had been informed that I was a gambling addict.

As a direct consequence of their failure to act, I deposited approximately NOK 27,732.86, withdrew NOK 10,571.00, and suffered a net loss of approximately NOK 17,161.86 after my initial request for permanent self-exclusion.

I also discovered that my account remained marked as "Not Verified." Despite this, SpinRise accepted substantial cryptocurrency deposits and allowed me to gamble without ever requesting any form of identity verification or proof of address.

After I filed a formal complaint with the Tobique Gaming Commission, SpinRise finally disabled my account. However, this only occurred after regulatory intervention and not when I repeatedly requested permanent self-exclusion due to my gambling addiction.

Since my account has now been closed, I no longer have access to my transaction history. SpinRise has full access to my account records, including all deposits, withdrawals, betting history, live chat logs, emails, and internal account notes. I therefore request that Casino Guru obtain the relevant information directly from the operator if necessary.

I respectfully request Casino Guru's assistance in resolving this dispute and helping me obtain a refund of the losses I incurred after SpinRise failed to act on my repeated requests for permanent self-exclusion.

I am able to provide the following evidence:

Copies of my emails requesting permanent self-exclusion.

My complaint submitted to the Tobique Gaming Commission.

SpinRise's response confirming that my account was only disabled after the complaint.

Copies of VIP promotional emails received after I disclosed my gambling addiction.

Any additional correspondence requested.

Thank you for taking the time to review my complaint. I appreciate any assistance you can provide in helping resolve this matter.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did the casino close your account? Please forward me the email you received from the casino confirming the closure of your account at veronika.f@casino.guru.

Were you asked to undergo KYC verification before the casino permanently closed your account?

When was the last time you deposited funds into your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika