Spinrise Casino - Player's account has not been closed as requested.

On December 31, 2025, I requested that my account be closed and that I be self-excluded. This request was made because I was experiencing gambling-related harm and wanted to prevent myself from continuing to gamble. Despite making my intentions clear, the casino failed to properly implement my self-exclusion and allowed me to continue accessing and using my account.

Following my initial self-exclusion request on December 31, 2025, I repeatedly contacted the casino and continued asking for my account to be closed. I made numerous requests over several months and effectively had to keep pushing and pleading for action to be taken.

During the period after my self-exclusion request, the casino continued to allow me to gamble, resulting in approximately CAD $55,000 in additional losses. Had my self-exclusion request been properly processed when it was first submitted, these losses would not have occurred.

Eventually, on April 28, 2026, I received written confirmation from the VIP Manager stating that my account had been closed. I relied on this representation and believed that the matter had finally been resolved.

However, despite being told in writing that my account had been closed, the casino failed to actually enforce the closure. My account remained accessible, and I was still able to receive marketing communications and promotional offers, including free-spin promotions. The casino’s actions were entirely inconsistent with both an account closure and a self-exclusion.

As a result of the casino’s failure to enforce the closure it had confirmed in writing, I continued gambling and suffered an additional loss of more than CAD $10,000 after April 28, 2026.

In summary:

December 31, 2025: Requested account closure and self-exclusion.

Casino failed to implement the self-exclusion.

Continued to request closure over the following months.

Approximately CAD $55,000 lost after the original self-exclusion request.

April 28, 2026: VIP Manager confirmed in writing that my account was closed.

Account was not actually closed despite that confirmation.

Continued receiving promotional offers, including free spins.

Lost an additional CAD $10,000+ after the date the account was supposedly closed.

I believe the casino failed in its responsible gambling obligations by not honoring my self-exclusion request, by allowing continued gambling after that request, by confirming in writing that my account had been closed when it had not been, and by continuing to send promotional offers after I had requested self-exclusion and closure.

I respectfully request a full investigation into the handling of my self-exclusion and account closure requests and seek reimbursement of the losses incurred after my self-exclusion request and, at a minimum, the losses incurred after April 28, 2026, when the casino confirmed in writing that my account had been closed.

I have full email proof of all of this.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrise Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you asked the casino for a refund of net deposits due to failed player protection?
• Have you received any response?
• If there is any further communication since May 22nd, send it to my email at tomas@casino.guru

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,

Tomas

Hi Tomas,

Please see my response:

Have you asked the casino for a refund of net

deposits due to failed player protection?

Yes I have asked for a refund of losses incurred after my first indication of gambling issues and closure/self exclusion of account.

Have you received any response?

No response to any of the complaints or questions I asked.

If there is any further communication since May 22nd?

No they have basically ignored my requests for reimbursement and more information about the company and who I can contact. They have actually closed my account this time which they should have done long ago. I believe are trying to ignore my issue until it goes away.

Dear Nogo99,

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,

Tomas

Hello Nogo99, 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 possibly provide additional information regarding the issue with self-exclusion and clarify the situation? 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.

Dear Casino Guru,

We would like to inform you that the account has been disabled and is no longer accessible.

Best Regards,

Spinrise Casino

Dear Spinrise Casino, thank yo uvery much for the account closure. To move the complaint closer towards the resolution, could you please e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals made from 01/02/2026 - 08/06/2026? Thank you.

Dear Matej,

Thank you for your message.

We would like to clarify that the player’s initial communication should not be viewed as a definitive self-exclusion date.

Following the January 2026 contact, there were multiple periods of active communication between the player and our team. During these interactions, the player did not consistently maintain a request for permanent account closure and self-exclusion. On several occasions, the player engaged with our VIP team regarding account activity, bonuses, and promotional offers, and continued using the account.

As a result, based on the overall communication history and the player's continued engagement with the account, we do not consider January 2, 2026, to be the effective date of a final and unequivocal self-exclusion request.

We are currently reviewing the complete communication history together with the account records and will provide the requested cashier history directly via email.

Dear Spinrise Casino, thank you for the response.

I will wait for your e-mail and the cashier history, and if you could include the date you consider to be valid self-exclusion request from the player within the message, that would be very helpful. Thank you.

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 Nogo99,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also strongly recommend clicking the Request Self-Exclusion button and use this feature as well.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

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 a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej