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

Thank you for your reply and for taking the time to review my complaint.

Please find my answers below:

1. When exactly did the casino close your account?

My account was closed on 13 July 2026, only after I had filed a formal complaint with the Tobique Gaming Commission. I have forwarded the email from SpinRise confirming that my account had been disabled to veronika.f@casino.guru.

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

No. At no point before my account was closed was I asked to complete KYC verification. My account remained marked as "Not Verified", yet SpinRise accepted substantial cryptocurrency deposits and allowed me to continue gambling without requesting any identification or proof of address.

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

My last deposit appears to have been made on 11 July 2026, after I had already repeatedly requested permanent self-exclusion and informed SpinRise that I suffer from gambling addiction.

Since my account has now been closed, I no longer have access to my transaction history to verify the exact time. However, SpinRise has full access to my complete account records, including all deposits, withdrawals, betting history, and communications, and can confirm the exact details.

Please let me know if you require any further information or documentation.

Dear janus00

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, Matej (matej.l@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,

Veronika

Hello janus00, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinrise Casino to join the conversation and participate in the investigation of this case as well. Could you please provide me with the player's cashier history showing bot hdeposits and withdrawals, so we can gauge the refund amount? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I would like to ask for your advice regarding the regulatory complaint process.

I have noticed that SpinRise has not provided any substantive response to either my refund request or the issues raised in my complaint. They have only confirmed that my account has been permanently closed.

I also filed two complaints with the Tobique Gaming Commission. On both occasions, the Commission forwarded my complaint to SpinRise and requested a response within seven days. However, I have not received any determination or substantive response from the Commission regarding the issues I raised. The only replies I have received have been from SpinRise confirming that my account was disabled and later permanently closed. 

I am concerned because I now seem to be in a situation where SpinRise is not responding to my refund request, and I am also unable to obtain a substantive response from the regulator.

Have you encountered similar situations before? If so, could you please advise whether there is another way to obtain a response from the Commission, or whether Casino Guru is able to assist in communicating with them?

I would greatly appreciate any guidance you can provide.

Dear janus00, given my previous experience with this casino chain and the low safety rating on our website, I do not have good news for you. Especially in cases where huge amounts of money were lost during the time the account should have been self-excluded, casino usually stays silent.

Opening a complaint with the authorities is my next recommended step. Yet again, Anjouan is known for their lax approach to complaints and with New Brunswick - I do not have much experience, as it is fairly new authority and I am yet to hear about their results.

The most likely outcome here is that once the double-timer runs out, the complaint will be closed as unresolved, and the best thing to do would be to install BetBlocker (www.betblocker.org) and seek professional help.

However, I will leave the timer to run its course, as sometimes the casino replies close to the end of the timer and provides some details to the case, or at least confirms the account closure.

Dear Matej,

Thank you for bringing this matter to our attention.

Please be informed that the player’s account has been closed and is no longer accessible. We have also provided the player’s payment history for the relevant period via email for your review.

Should you require any additional information regarding this case, please do not hesitate to contact us.

Best regards,

SpinRise Casino Team

Thank you for the message, dear Spinrise Casino, and for confirmation of the account closure. Much appreciated.

Dear janus00, the casino has provided me with your cashier history for the time period between your self-exclusion request and the actual account closure. From the details it seems like during this time (in which your account should have been closed) you have deposited 11,800 NOK and withdrew 10,571 NOK. That would leave Spinrise Casino to return 1,229 NOK. Please, let me know if this is OK and I will inform the caisno representative ASAP. Thank you.

Thank you for your efforts and for obtaining the cashier history from the casino.

However, I believe the proposed calculation does not accurately reflect the chronological order of the transactions.

Before my first self-exclusion request on 5 July, I had already deposited approximately NOK 15,932.86. The winnings that resulted in my withdrawal of NOK 10,571 originated from those earlier deposits, including cashback and gambling activity that took place before my first self-exclusion request.

That withdrawal was therefore generated from funds that existed before I requested permanent self-exclusion. It should not automatically be offset against deposits that were made afterwards.

Only after withdrawing the NOK 10,571 did I make additional deposits totalling NOK 11,800. Those later deposits were accepted after I had already informed the casino that I suffered from gambling addiction and had requested permanent self-exclusion. I did not make any further withdrawals after those deposits.

The NOK 10,571 withdrawal appears in the same overall period only because of the timing of the withdrawal itself. It does not represent winnings generated from the later NOK 11,800 deposits. Those winnings originated from funds and gameplay that existed before my self-exclusion request.

For that reason, I do not believe it is appropriate to offset the earlier withdrawal against deposits that were made afterwards. The transactions should instead be assessed chronologically, taking into account the origin of the funds rather than treating all deposits and withdrawals within the same date range as if they were directly connected.

Based on the transaction timeline, I believe the later deposits of NOK 11,800 should be considered independently, as they were made after my self-exclusion request and after the earlier withdrawal had already taken place.

Could you please ask the casino to review the calculation based on the chronological sequence of the transactions and the origin of the withdrawn funds?

I would like to add one important clarification.

After reviewing my deposit and withdrawal confirmations, I can see that the NOK 10,571 withdrawal originated from funds and winnings accumulated before my first self-exclusion request on 5 July. I made no further deposits before that withdrawal.

Only after the withdrawal was processed did I deposit approximately NOK 11,800 on 9, 10 and 11 July, all after my self-exclusion request.

Therefore, I do not believe it is correct to offset the NOK 10,571 withdrawal against those later deposits. The withdrawal belongs to an earlier balance and only falls within the same date range because of its processing date.

Could you please ask the casino to review the calculation based on the chronological order of the transactions?

Thank you for the clarification, dear janus00, this changes the situation quite a bit. I will ask the casino to re-evaluate the refund amount according to the new information. The details i have received do not show when the withdrawal request has been created, so I assumed it was done within the original timeframe. Once I hear back from the casino, I will post further update.