Spinrise Casino - Player's account remains accessible despite requested closure.

I am writing to urgently request your assistance. My gambling addiction has become significantly worse, and I am no longer able to control my behaviour. I have repeatedly asked Spin Rose Casino to close my account permanently due to my addiction, but they have ignored my requests.

Each time I submitted a complaint through Casino Guru, Spin Rose contacted me with extremely high bonus offers in exchange for withdrawing my complaint. Once the complaint was removed, they continued to allow me full access to my account. As a result, I have been depositing large amounts—sometimes up to $3000 a day—with no meaningful wins and no intervention to protect me as a vulnerable player.

I am asking for your help immediately. I need this account permanently closed without the possibility of reopening. Leaving my account accessible has caused ongoing financial and emotional harm, and I fear I will continue to relapse as long as the account remains open.

Please take this matter seriously and assist me in enforcing a full, permanent self-exclusion. I am requesting that Spin Rose Casino no longer contact me with bonuses, offers, or attempts to persuade me to continue playing.

Thank you for your urgent attention.

Important notice:

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Stay safe.

Dear Jashleen786,

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 tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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,

Katarina

Please me close my account. I did a lot of deposites today. They not closing my account

Hi. I have replied your email with the correspondence. Please check and help me close this account. Thank you

Please can someone read and respond to my emails.

Pathetic, multiple attempts n no help from you guys

Dear Jashleen786

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,

Katarina

Hello Jashleen786, 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. Even if you don't see a daily update here, it doesn't mean we are not trying to get in touch with the casino representatives and get the account closed. However, this casino is known to take their time to close the account. In the meantime, I strongly recommend to get together with a family member or a good friend, log into the casino account and have the other person change your password, so you can't log in on your own.

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.

I have emailed multiple times for gambling addiction as well I keep loosing a lot of money. I have even asked for a cooling off period or something that would help. I understand the casino takes time to close account but this is over 8-9 months of struggle now. I have closed other casino, very helpful and they take gambling addiction very seriously. Spin use casino showed zero empathy. Never responded to my gambling addiction emails. Multiple emails no response. Multiple chats no response. Please see the attached most recent . I don’t understand how and where else to seek support. Very smarty, they offer a bonus of 150 or 100 and ask to close the case with casino guru. The is no professional ethics, there is no protocol on how to address gambling addiction. My only last support is this platform, if you can get this account closed.

email.

Dear Jashleen786, have you considered the password change by a family member or a friend, I have suggested in my previous post? I had a call with a casino group representative today, but I can't guarantee anything will come out of it. Have someone else to set up your password can keep you safe for the time being.

So that means this casino have no responsible gambling policy?, and no consequences?. I am struggling and I can’t have a family member know my deposites. Whatever spin rise casino is doing?, does your platform have no control?. This means there is no solution to this?

Dear Matej,

Thank you for contacting us!

We would like to apologize for the delayed response and inform you that the player’s account has been successfully closed.

Thank you for your understanding!

Best Regards,

Spinrise Team

Dear Jashleen786, I understand your frustration and the urgency. But since I am not a lawyer and Casino Guru is not a judicial body, I can only mediate. I can't force anything. Complaints resolution has its processes and checks that needs to be done in the background, to ensure we are not arriving at false conclusions or neglect important evidence. I am sorry it seems too slow, but I prefer having all the details checked, rather than making a mistake. I hope you can understand. While we wait for the casino's response, could you please confirm you are no longer able to log into your account? Thanks.

Thank you, Spinrise Casino, for the account closure. According to the evidence provided by the player, the gambling addiction has been mentioned in February 2025, but somehow the account has been opened until recently. Due to that, I would like to ask for the complete cashier history showing all withdrawals and deposits made between 18/02/2025 until the recent account closure. That will help to determine whether a refund is in order to close this case successfully. Can you also confirm whether the marketing communication has been turned off towards this player? Thank you.

Thank you Matej, I really appreciate. It’s been very difficult having this account close from over 9 months. Especially with gambling addiction. As you have mentioned, I would appreciate if the account is closed successfully.

thank you.

Please see the attached. They keep doing this even after closed account. This has been going on. There is no understanding for gambling addiction. No empathy or support.

Dear Jashleen786, unfortunately this is not the first time we, at Casino Guru, are dealing with exactly the same issue regarding SpinRise Casino. I am in talks with the management to see if they are working towards resolution or if this is something they intend to continue on doing. But this can take tiem and that's why I would suggest having either a family member, trusted friend or your therapist to change your account's password, to ensure you will not be able to play while still receiving the marketing notifications. I understand this is not optimal and sometimes not even an option, but for now it is the best solution I can offer.

I will post an update once I hear back from the casino representative.

They keep insisting to close the complaint.

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.

Thank you for letting me know, Jashleen786, this alongside the stalling tactics that I am unable to break through are worrisome and frustrating. I will get to it straight away.

Dear Matej,

Thank you for your message and for the continued mediation in this case.

We would like to confirm that the player’s account has been permanently closed, and all marketing and promotional communications have been fully disabled. The player no longer has access to the account, and no further offers or bonuses are being sent.

We would like to respectfully note that the original purpose of this complaint, as raised by the player, was the permanent closure of the account. This request has now been fully addressed and fulfilled.

At no point during the complaint process did the player request a refund or reimbursement of deposits, nor was a financial dispute raised as part of the initial claim. As such, from our perspective, the matter was related to account status, not to transactional accuracy or disputed payments.

Given this, we believe that providing detailed cashier history would go beyond the original scope of the complaint and is not strictly necessary to confirm its resolution, especially considering the sensitive and personal nature of the data involved.

That said, we remain open to continued dialogue and cooperation should any new, substantiated claims arise that would reasonably require additional verification.

Thank you for your understanding and for your efforts in facilitating communication.

Kind regards,

Spinrise Team

I respectfully disagree with the characterization of my complaint.

I requested permanent account closure due to gambling-related concerns (responsible gambling/self-exclusion). Despite this clear request, no timely response or action was taken by SpinRise, and my account remained active.

Because my request for closure was ignored or not properly handled, I continued to have access to the account, which directly contributed to further losses. This failure to act on a responsible gambling request is the core issue of this complaint.

While I did not initially use the word "refund," the financial losses occurred as a direct consequence of SpinRise’s failure to close the account when requested. Therefore, the matter is not limited to account status alone — it involves non-compliance with responsible gambling obligations, which is why reimbursement is now being raised.

I am asking that this complaint be reviewed in full context, including:

The date and nature of my original request for permanent closure

The lack of response or action from SpinRise

The continued availability of my account after that request

Thank you for considering this clarification.

Dear Spinrise Casino, thank you for the confirmation of the account closure.

As for the refund request - I believe we already discussed this with the Moon Partners group before. In case the information has not reached your team, I would like to reiterate my original statement:

Upon lodging a complaint through Casino Guru, the player is required to fill out the disputed amount. During that time, many players are in emotional distress - angry, desperate, afraid.. and the amount they enter is often incorrect. Sometimes it's only a rough idea of what was lost as they do not remember exact sum, or they can't check because their account is blocked. And some players even increase the real amount by adding all kinds of "emotional damage" reparations they feel like being owed. Therefore we can't take the disputed amount entered by the player as definite.

The above is the reason I was asking for the cashier history, as I usually do in cases of late account closure. This is all part of the process, to ensure fair treatment for both sides. We don't want to press the casino to refund the amount that was made up by disgruntled players, as well as to ensure players get back all their deposits that should have not been made in the first place.

I have provided Max and Valeria with a short PDF explaining what we consider a regular account closure, what is considered self-exclusion, and how we calculate eligibility for a refund. This case, as all the others, are always following this simple procedure. If needed, I can send you the above-mentioned PDF via e-mail for clarification.

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.

This means there is no recovery for my losses. The casino failed to comply responsible gambling rules. I don’t think negative effect on its rating would matter to them. This is not fare.

Dear Matej,

Thank you for your detailed explanation and for sharing your approach to similar cases. We fully understand the intention behind your process and appreciate the constructive dialogue.

After conducting a thorough internal review of this player’s activity and the overall situation, we would like to inform you that Spinrise Casino has already initiated a refund to the player as a goodwill resolution of this case.

The refund of 11001 CAD is currently in processing with our payments department. Due to the holiday period and increased workload on the providers’ side, the final completion may take slightly longer than usual, but the process is already underway and not delayed on our end.

Given that the player’s primary request (permanent account closure and termination of marketing communication) has been fully satisfied, and considering that we have proactively decided to proceed with a financial resolution, we believe the complaint has now reached its practical conclusion from both a responsible gambling and remediation standpoint.

We remain fully committed to responsible gambling standards and fair treatment of the player, and we trust this outcome reflects that commitment.

We will update you as soon as the refund is successfully completed on the payment provider’s side.

Kind regards,

Spinrise Team

Dear Spinrise Support / Payments Team,

I hope you are well.

Thank you for your previous update regarding the refund of 11,001 CAD. I appreciate that the refund is being processed.

Could you please confirm the following:

Has the transfer already been initiated to my bank account?

If yes, can you provide the payment/transaction reference number and the date it was sent?

If the transfer has not yet been made, please confirm when it will be initiated.

I would like to thank the Spinrise Casino for the account closure confirmation and initiating the refund. I have amended the disputed amount accordingly. Please, let us know once the payment has been processed on your end. Thank you.

Dear Jashleen786, while we wait for the casino to confirm the payment being processed, please let me know if you are happy with this outcome.

And given it's still Christmas/New Year holidays time, I would like to ask you to be bit more patient, as banks and payment processors are working on reduced hours until mid-week next week. Thank you.

Dear Matej,

Thank you for your update and for assisting with the communication process.

Yes, I am satisfied with the outcome as long as the refund is fully processed without further delay. Since Spinrise Casino has confirmed that the refund has already been initiated, I kindly request clear confirmation of the exact processing date and the expected time frame for the funds to reach my account.

I fully understand that the holiday period may cause slower processing; however, given the seriousness of this matter and the length of time I have been waiting, I would appreciate prompt updates. Please notify me immediately once Spinrise Casino confirms that the payment has been completed on their end.

Thank you again for your support and for keeping me informed throughout this process.

Kind regards,

J

Dear Spinrise Casino Team,

I am writing to confirm that I have successfully received the refund amount that was processed on your end. Thank you for initiating and completing the transfer.

I appreciate your cooperation and the steps taken to resolve this matter. Please consider this confirmation as acknowledgment that the payment has been received in full.

Thank you once again for your assistance.

Kind regards,

J----

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 Casino Guru Team and Spin Rise Casino Support,

I am writing to formally request a detailed explanation of how the refund amount of CAD 11,001.00 was calculated in relation to my case.

While I acknowledge and appreciate that a refund has been approved, I am unable to understand how this specific amount was determined, as my total deposits and net losses at Spin Rise Casino are significantly higher than the amount refunded.

Specifically, I would like clarification on the following points:

Was my complete cashier history (all deposits, withdrawals, bonuses, and losses) reviewed and provided during this assessment?

What date range and transactions were included in the calculation of the CAD 11,001.00 refund?

Which deposits or losses were excluded, and for what reason?

What formula or criteria were applied to arrive at this final figure?

Despite multiple requests, my account was not closed in a timely manner, and I continued to suffer severe financial losses during this period. While Spin Rise Casino has compensated a portion of my losses, the amount refunded does not reflect the full extent of the financial harm incurred.

Given the seriousness of the losses and the circumstances under which they occurred, I respectfully but firmly request full transparency and a complete transaction breakdown so I can clearly understand how this refund amount was calculated.

I believe this information is essential for resolving this matter fairly and conclusively. I look forward to your prompt and detailed response.

Thank you for your attention to this matter.

Kind regards,

J----

Dear All,

We apologize for the delay in responding.

We would like to inform you that the refund has been successfully processed on our side.

Thank you for your cooperation!

Best Regards,

Spinrise Team

Dear Casino Guru Team and Spin Rise Casino Support,

I am writing to formally request a detailed explanation of how the refund amount of CAD 11,001.00 was calculated in relation to my case.

While I acknowledge and appreciate that a refund has been approved, I am unable to understand how this specific amount was determined, as my total deposits and net losses at Spin Rise Casino are significantly higher than the amount refunded.

Specifically, I would like clarification on the following points:

Was my complete cashier history (all deposits, withdrawals, bonuses, and losses) reviewed and provided during this assessment?

What date range and transactions were included in the calculation of the CAD 11,001.00 refund?

Which deposits or losses were excluded, and for what reason?

What formula or criteria were applied to arrive at this final figure?

Despite multiple requests, my account was not closed in a timely manner, and I continued to suffer severe financial losses during this period. While Spin Rise Casino has compensated a portion of my losses, the amount refunded does not reflect the full extent of the financial harm incurred.

Given the seriousness of the losses and the circumstances under which they occurred, I respectfully but firmly request full transparency and a complete transaction breakdown so I can clearly understand how this refund amount was calculated.

I believe this information is essential for resolving this matter fairly and conclusively. I look forward to your prompt and detailed response.

Thank you for your attention to this matter.

Kind regards,

J----

Dear Jashleen786, thank you for the confirmation of the payment reception. Unfortunately, I knew this exact situation would happen eventually, and that this case will have to be rejected.

When receiving your complaint, the casino acted quickly and offered you a fixed sum, that you agreed to. As you yourself said on the 9th January when I asked you if the 11,001 CAD will be enough for you to consider the complaint satisfactorily resolved:

Yes, I am satisfied with the outcome as long as the refund is fully processed without further delay. 

And as per your confirmation just today, 13th January:

I am writing to confirm that I have successfully received the refund amount that was processed on your end. Thank you for initiating and completing the transfer. I appreciate your cooperation and the steps taken to resolve this matter. Please consider this confirmation as acknowledgment that the payment has been received in full.

You have agreed with the casino's proposal before any investigation from my side could even start, and now is too late. If I continued prodding any further, it would looks like we are just trying to squeeze the casino out of additional funds, now that it has been shown they are willing to pay. And Casino Guru does not condone such practice. While I am not saying this is what you are trying to achieve, it would look like it on the outside and since you have agreed with the 11,001 CAD and received them, you have tied my hands and all I can do now is close this complaint without the option for any further investigation.

Due to the aforementioned reasons, and since you are not satisfied with this resolution (and we do not consider such complaints as successfully resolved), I will mark this complaint as rejected. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Before you go, 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.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.