Spinrise Casino - Player's account remains open despite closure request.

Am 01.11.2025 habe ich über die auf der Website angegebene E-Mail Adresse support@spinrise.com darum gebeten, mein Konto dauerhaft zu schließen, da ich ein Problem mit Spielsucht habe. Ein Screenshot meiner ersten Anfrage lade ich hier hoch.

Meine Anfrage wurde aber ignoriert. Am 15.11.2025 bemerkte ich, dass mein Konto weiterhin aktiv ist. Seitdem habe ich insgesamt 3.974 Euro eingezahlt.

Zwischenzeitlich erhielt ich immer wieder Bonusangebote per Mail. Ich habe auf diese Emails geantwortet, dass mein Konto nun endlich geschlossen werden soll. Leider ohne Erfolg.

Ich kann mich immer noch einloggen.

Auf der Seite von Spinrise steht, dass man bei Anfragen auf Kontoschließung oder Limits eine Mail an support@spinrise.com schreiben muss.

Es ist schade, dass hier keinerlei Rücksicht auf Verantwortungsbewusstes spielen gelegt wird.

Ich bitte um die Erstattung meiner Einzahlungen ab dem 01.11.2025 bzw 15.11.2025. Und um die permanente Sperrung meines Kontos.

Ich habe über die Einzahlungen Belege und auch über die Emails.

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Dear milasun,

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?
• How long have you been a player at this casino?
• Could you please advise when was the last time the casino allowed you to deposit?

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

Ja, habe ich mehrmals versucht.

Ich weiß nicht genau wie lange ich dort schon bin aber mein Konto ist vollständig verifiziert.

Ich sende noch ein paar Screenshots. Die letzte Einzahlung war am 30.11.2025.

Hier noch meine Einzahlungen von 15.11 bis 30.11.2025

Hier noch meine Einzahlungen von 15.11 bis 30.11.2025

So ist es besser

Dear milasun,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please include the screenshots you have shared in your replies, since many of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Habe ich verschickt

Dear All,

Thank you for your message!

We would like to apologize for the delay in our response and inform you that the player’s account has been closed in accordance with their request.

We appreciate your understanding!

Best Regards,

Spinrise Team

Dear Spinrise Casino,

thank you for your reply and update.

Dear milasun,

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 milasun, 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.

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 received a message from the casino containing evidence supporting their case. I will respond once I review the screenshots and familiarise myself with the details. Thank you for your understanding.

I have reviewed the evidence, but was unable to determine a clear outcome. I have asked the casino support team additional questions, which I believe will help me see this case in a clear way. Once I hear back, I will post an update.

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 Matej,

We would like to inform you that we have contacted you by email and are still awaiting your response.

We hope for your cooperation!

Best Regards,

Spinrise Team

Thank you for the response and further explanation.

Dear milasun, while waiting for the casino to send me your cashier and gameplay history for a review, can you please confirm if your account is blocked and whether you are still receiving communication from the casino either by e-mail or phone? 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 Matej,

We would like to inform you that we have contacted you by email and are still awaiting your response.

We hope for your cooperation!

Best Regards,

Spinrise Team

My apologies for keeping everyone waiting. I have responded to the casino's last message just now.

Dear milasun, while waiting for the casino to reply back, can you please confirm your account has been blocked and you no longer receive any unwanted marketing communication via e-mails or phone from SpinRise or any other affiliate casino? Thank you.

And to keep you up to speed with the current situation: right now I am discussing with the casino representative the refund amount, which I believe should be the 3,974 EUR you have entered as disputed amount when lodging this complaint. Once I hear back, I will let you know the outcome.

Ja, mein Konto wurde vollständig geschlossen nachdem ich hier eine Beschwerde eingereicht habe.

Vielen Dank für die Bemühungen!

Thank you for the confirmation, milasun, much appreciated. I am now waiting for the casino to respond to my last message. They claim that the requests sent on 01/11 and 16/11 by yourself have not been received. This sometimes happens, however it is unlikely that all the other messages before and after were received with no issues. While waiting for the casino to reply, would you be able to send me an e-mail and add the messages from 01/11 and 16/11 as an attachments? Not forwarding it to me, but sending me the whole message file from your "Sent messages" folder as an attachment. That would be very helpful.

Alternatively, do you have any message from the casino support staff or VIP manager, where they used your message from 01/11 to reply to? Thank you.

Ich habe dir die E-Mail geschickt.

Das Casino hat nie direkt auf meine Mails geantwortet, nur mit einer neuen Email.

Ich habe aber nach meinen letzten Emails auch gar keine Antwort mehr erhalten..

Das kann auch nicht sein, dass die meine Mails nicht erhalten haben... Das hätte mir allein schon mein Mail Programm angezeigt , wenn eine Mail nicht zugestellt werden konnte.

Hätte ich hier keinen Fall eröffnet, dann wäre mein Konto auch immer noch offen..

Thank you very much. I have e-mailed both parties for additional details. I believe when I receive response to both of my messages, we'll be able to move to the final stage of this complaint and resolve it shortly after.

ich habe dir per mail geantwortet

Thank you very much. I will now wait for the casino to respond as well, before moving forward.

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 Matej,

We would like to inform you that we have contacted you by email and are still awaiting your response.

We hope for your cooperation!

Best Regards,

Spinrise Team

Thank you Spinrise Casino, I have responded with one last question.

Dear milasun, the casino confirmed your account should now be indefinitely closed and marketing communication is disabled. Please, let me know if anything changes in this regard. Right now I am waiting for a chat log of a conversation you had with the VIP manager. Once I get the chance to read through it, I hope we'll be able to move on towards the resolution of this complaint.

Update: After cross-checking the evidence provided by both the casino and you, dear milasun, I have decided to settle the date of first self-exclusion request as 21/11/2025. This is due to the fact that it is the earliest date confirmed by both your and the casino. Since all the previous dates could be contested forever, and this case has been open for over two months now, I think this is the best way to move the case forward.

I have requested the casino to send me your cashier and gameplay history, to assess the cashflow between this date and the account closure. Once I can check the details, I will post another update here. Thank you for your understanding.

Dear Matej,

Thank you for your response!

We would like to inform you that we have sent the necessary information to your email.

We wish you a great day!

Best Regards,

Spinrise Team

I have responded to the message, thank you Spinrise Casino.

Dear milasun, taking into account the 21/11 as the date of the proven self-exclusion request, and according to the cashier and your gameplay history, I have requested a refund of 890 EUR on your behalf. Since you have gambled all the account balance on the day of the request, and managed to withdraw 600 EUR during the time we believe your account should has been closed, this is the final sum I have extracted from the data. I will now amend the disputed amount accordingly.

While waiting for the casino's reply, please let me know whether this outcome is satisfactory, or not. Thank you very much.

Ich habe viel viel mehr nach dem 21.11 eingezahlt auch am 29.11 und 30.11 teilweise mal Einzahlungen in Höhe von 300 Euro. Die Screenshots hatte ich hier hochgeladen

That is correct. Altogether you have deposited 1,490€ during said period. You have also managed to withdraw 600€ on 29th November, and I had to deduct that part from the overall refund amount. Hence 890€. Hope this helps to clear up the situation.

Okay alles klar! Habe ich vergessen. Vielen Dank !

Dear Matej,

Please be informed that the player’s account is closed.

After a thorough review of the case, we have determined that the refund request is unfounded and does not apply under the given circumstances. The matter has been carefully reviewed and handled in accordance with our internal policies and procedures.

Thank you for your understanding.

Best Regards,

Spinrise Team

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

As for the refund, I would like to double-check whether this is the final decision. Even according to our internal procedures shared with you previously, the account has been left open for much longer than usual, despite the knowledge of gambling addiction. Without the refund the issue is only partially resolved. But if you are adamant about this decision, I will respect it. Thank you.

Dear Matej,

Thank you for your message.

We confirm that, following a thorough review of the case and the information available, this remains our final decision. The refund request has been carefully assessed in accordance with our internal policies and procedures, and we have determined that it does not apply under the given circumstances.

Therefore, no refund will be issued and the matter is considered closed from our side.

Thank you for your understanding.

Best Regards,

Spinrise Team

Ganz ganz tolles casino!! Es müssen andere Spieler gewarnt werden!

Es ist auch wirklich schlimm wie dieses Casino die Tatsachen verdreht, dass sehe ich auch hier bei den anderen Fällen.

Erst wird gesagt (als ein Spieler sich per Chat sperren wollte) das dies nicht geht und man eine E-Mail schreiben muss, was ich getan habe aber dann sagen das diese nie angekommen sind und man sich an den VIP Berater wenden muss der NIE online ist. Es ist so ein schwachsinniges Vorgehen für ein Casino.

Hier geht es eindeutig nur darum so viel Geld wie möglich zu machen ohne Rücksicht auf Verluste. Die Menschen sind denen egal!

Ich könnte niemals für so eine Firma arbeiten. Es ist absolut gewissenlos wie die vorgehen.

Thank you for the confirmation and looking into the issue for us, Spinrise Casino.

Dear milasun, as you can see for yourself, the complaint has reached it's final point and there is nothing else I can mediate. Therefore, this complaint will now be closed.

Since the casino has permanently closed your account and ceased marketing communication, this complaint has been partially resolved. However, by not acknowledging responsibility for late account closure, that lead you to spend more money than you should be allowed, Casino Guru believes you are entitled to the refund and therefore the disputed amount will stay set at 890 EUR.

I will mark the complaint as "partially resolved" in our system, which will negatively impact casino's future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue. 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.

Before anything else, 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.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan 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. 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