Spinrise Casino - Player's account remains closed and winnings confiscated.

Please help me,They don't want to close my account and took all my money.They know I have a gambling problem.

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting casino support and requesting a self-exclusion due to gambling problems?
• Could you please share your self-exclusion requests with me? Please send the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• What does the amount of €13000 represent in your situation?

If your account is still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

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."

Please send another email to support@spinrise.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Dragan1989,

Thank you for taking the time to share your experience. We sincerely apologize for the distress caused and truly regret that your expectations were not met.

We understand how serious gambling-related concerns can be. Please rest assured that we take responsible gaming and account safety very seriously. After reviewing your case, we can confirm that your account has already been closed as per your request.

If there were any delays or misunderstandings during this process, we truly regret the inconvenience caused. Your well-being is important to us, and we are committed to acting in full compliance with responsible gaming policies.

Best regards,

Spinrise Team

I begged my VIP manager every day to close my account permanently but he didn't want to and I then deposited again.

Thanks to both parties for your replies.

I went over the communication you provided here and via email. We don't consider account closure requests conditioned on asking for bonuses as a valid self-exclusion request due to gambling problems.

If you have any other open accounts in other online casinos, I would recommend you request a self-exclusion due to gambling problems, according to the template above.

I apologize for the disappointing result of your complaint, but since your account has been closed, we won't be able to pursue the case further and ask the casino for a refund of funds that were played down.

Please do not hesitate to contact us if you run into any issues with any online casino in the future.