The player from Germany filed a complaint against Spinrise Casino for reopening his account despite his self-exclusion requests due to gambling addiction. He was offered free spins after his exclusion, which resulted in further losses, and he sought an indefinite self-exclusion, cessation of promotional emails, and a refund of recent deposits. The issue was resolved as the player confirmed that the complaint was marked as resolved, indicating that the casino had acknowledged his self-exclusion request and taken appropriate action regarding his account status.
Spinrise Casino - Player’s account has been reopened against self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €650
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
Translation
Hello,
I would like to file a complaint because Spinrise Casino has reopened my account despite a proper self-exclusion request.
In my initial inquiry on May 31, I submitted a proper self-removal request via email. The staff tried to persuade me not to close my account. However, I stuck to my guns and confirmed my self-removal.
However, the account was reopened.
I again applied for a proper self-exclusion. In this application, I again addressed my gambling addiction and requested an indefinite self-exclusion.
Of course, the casino tried to persuade me again, but I confirmed my self-exclusion again.
Recently, I received an email from the casino offering me free spins if I reopened my casino account. As a compulsive gambler, I wasn't able to think rationally at the time, so I accepted the offer.
I lost several hundred euros again within a very short time.
I request an indefinite self-exclusion from Sprinrise due to gambling addiction and an immediate cessation of sending me promotional emails. I also request a refund of any deposits made after the second self-exclusion.
I have all the evidence of my self-exclusion requests and the casino's tempting offers in the form of screenshots and emails. I also have proof of my transaction history.
Thank you for reading and for the help from the Casino Guru team!
Automatic translation:
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5 months ago
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.
Could you please confirm that you mentioned gambling addiction as the reason for your account closure request for the first time on 31 May?
How many deposits have you made into this casino since 31 May? I have not received any screenshots of your transactions yet.
Has your account been closed, or are you still able to access it?
Could you kindly forward me all the communications between you and the casino customer support regarding your self-exclusion, starting from 31 May? My email address is [email protected].
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
Hello,
Thank you for your feedback.
I will send the proof of my payments by email.
On May 31, I applied for a self-committee. However, I forgot to mention that it was supposed to be permanent. I assume that's why it was only temporary.
On June 18, I again submitted a proper application for self-exclusion, citing my gambling addiction as the reason. This time, I requested an indefinite self-exclusion. I also provided my personal information. I also confirmed my application for self-exclusion upon request via email.
The account was then closed.
Afterwards, I received the email with the free spins, with the condition that I reopen my account.
My account is currently still open.
Best regards
Automatic translation:
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5 months ago
Could you please forward me the entire email communication between you and the casino, starting from 31 May until the most recent conversation? We need to check the self-exclusion procedures of the casino when a player clearly informs them of their addiction.
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5 months ago
Translation
Hello,
I actually forwarded everything to you via email. Did I forget something, or are you unable to view the email properly? Then I'll send you everything again.
Automatic translation:
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Samsam213,
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,
Veronika
