Spinrise Casino - Player’s account is reopened without permission.

I have been a member of Spinrise since 2025 June 6.

I had a deposit limit on my account and this was removed without my request.

after that I have requested my account be closed due to a gambling addiction.

my account was finally closed march 28th. Then reopened without a request from me. On April 15th.

i have been emailing to close my account for 5 days. Without a reply.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please provide the detailed timeline of other events you refer to in your first post?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please specify what the disputed amount of C$800 refers to?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@spinrise.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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."

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,

Tomas

Hello Tomas.

thank you for the reply. Here are some of the answers to your questions.

I will preface it by saying as of this morning my account is closed. I can only assume that this was from my post on casino guru.

I will forward you all relevant emails and communications. Regarding my experience trying to self exclude from Spinrise.

Is your account currently accessible to you?

as of this morning no

Could you please share the communication in which you informed the casino about your gambling issues?

Please share the information with timestamps if available, to my email at tomas@casino.guru

Could you please provide the detailed timeline of other events you refer to in your first post?

026-03-17 - deposit limit removed with my permission or request 

2026-03-19 - request deposit limit to be reactivated . Reply from spinrise asking why.  Replied saying I had a deposit limit of $100 per day and would like it applied again. Replied to ask manager 

2026-03-19 - emailed again to request my deposit limit of $100 per day be set again .  Sane reply from spinrise VIP team  

2026-03-21 - 5:30 am - sent email request to self exclude my account for 1 year.

2026-03-21 - 7:16 am - spinrise reply asking why I made this decision. 

2026-03-21 - 7:22 am - replied stating my gambling was out of control and I would like to request a self exclusion. 

2026-03-21 - 12:58 pm - spinrise replied again asking why I would like to close my account. 

2026-03-21 - 4:33 pm - replied again asking for the gaming controls to be set and to please close my account 

2026-02-22 - 0:49 am - Spinrise reply again asking why I want to close my account. Offer short time out. 

2026-03-22 - 5:34 am - replied to spinrise any closure is fine just please close my account 

2026-02-23 - 1:24 am - email Spinrise again asking for my account to be self excluded.

2026-02-23 - 1:26 am - Spinrise reply asking me to reconsider taking a break 

2026-03-23 - 3:31 am - replied asking again that my account be closed 

2026-03-23 - 8:08 am - bonus of $60 was offered. 

2026-03-23 - 10:54 am - replied stating I would like to be self excluded 

 2026-03-23 - 8:35 pm - live chat with spinrise to close account - was told I had to email.  email Spinrise again asking my account to be closed as per self exclusion policy. This is the 7th time requesting. 

2026-03-24 - 2:54 am - emailed Spinrise again asking for my account to be closed. Forwarded email to Oskar detailing the deposit limit removal without my authorization or my request. and my request to be self excluded because I have a gambling addiction. 

2026-03-24 - 5:03 am - account deactivated 

2026-03-26 - 8:13am - bonus offered 

2026-04-15 - 3:59am - bonus offered

2026-04-15 - account reopen without my request 

2026-04-15 - 11:41 am - email to request my account be closed again 

No reply 

2026-04-16 - 9:43 pm - email to request my account be closed again 

No reply 

2026-04-17 - 4:01pm - email to request my account be closed again 

No reply 

2026-04-18 - 5:59am - email to request my account be closed again 

No reply 

2026-04-19 - 5:33am - email to request my account be closed again 

No reply 

2026-04-20 - 5:16am - email to request my account be closed again 

No reply 

2026-04-21 - account closed after posting on casino guru

When was the last time the casino allowed you to deposit? Yesterday April 20 , however my last deposit was April 19th

Has the casino responded to your refund

request already? I have not requested directly with the casino

What did the casino reply?

Could you please specify what the disputed amount of C$800 refers to?

This is the amount deposited minus winnings after the casino re-opened my account without my permission, allow me to deposit and play. When it was supposed to be self excluded for gambling addiction reasons.

to be honest I have lost thousands of dollars since I started my initial request , after many emails back and forth over many days of them not respecting my wishes to be self excluded. they finally agreed to deactivate my account.

thank you.

Dear Sphinx,

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 Sphinx, 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.

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.