The player from Austria had been trying to initiate self-exclusion for thirteen days but was ignored by the casino. He felt unfairly treated as they continued to encourage him to deposit, and despite his requests, his account remained open. He sought a return of €1800 in deposits made since his initial self-exclusion request. Upon reviewing the communication, we found that the player had not disclosed any gambling addiction to the casino prior to the complaint, and the account had now been closed. Since dissatisfaction with VIP status was not considered a sufficient reason for player protection, the complaint for a refund was rejected.
Spinrise Casino - Player's account remains open despite self-exclusion request.
Closed
Our verdict
Other
Amount: €1,800
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
I have an account with the aforementioned casino. For days I've been trying to initiate self-exclusion, but it's been ignored. I haven't been able to set a limit either, and I've been repeatedly persuaded to continue depositing and lured with bonuses. I didn't request self-exclusion because of gambling addiction, but because I don't think it's fair how I'm treated. They don't allow me to set limits, they don't react when I no longer want an account with them, and they can keep depositing. Eva, my VIP manager, simply ignores the emails and keeps trying to entice me. Thirteen days ago, I requested permanent self-exclusion for the first time. It wasn't smart of me to keep depositing, but it shouldn't have happened. With the self-exclusion I requested, I shouldn't have been able to deposit anything at all, nor should I have had an account there. It's still not closed today, December 16th. I expect my deposits of €1800 back, which I've made since I first requested self-exclusion.
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2 months ago
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If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
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?
- Have you unsubscribed from the casino's marketing communication?
- 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
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your request for a refund due to the failed player protection already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request 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
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2 months ago
TranslationHello Tomas, Spinrise finally banned me today. I requested permanent self-exclusion because I didn't like the fact that there were no limits or account closure options in the chat. After I stated that I wanted my money refunded from the moment I first contacted them about wanting to be banned, they finally banned me. I'll gladly forward everything to you. I repeatedly requested self-exclusion and was always persuaded to continue playing.
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2 months ago
TranslationI didn't even sign up for marketing messages from the casino.
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2 months ago
TranslationIt would be great if you could help me solve the problem. Thank you for your efforts.
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2 months ago
TranslationIn my opinion, I should be refunded €1800 after I stated that I was requesting self-exclusion. The account is now blocked and I can no longer access it (the balance is at zero anyway), but Eva, the VIP manager, only gives me standard responses that no refund will be issued. She doesn't address the fact that I requested self-exclusion back then and they didn't implement it. I consciously initiated self-exclusion (even though I didn't give a reason). I've read a lot on your website and understand that this achieves much more than just closure (namely, that the account should never be reopened), which is what I wanted.
I hope you can help me get my 1800 euros back. Thank you.
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2 months ago
Dear Tomas,
We would like to clarify the situation regarding this case.
The player explicitly requested the closure of their account due to dissatisfaction with the bonuses offered and the feeling that they were not being sufficiently valued on our website. In response, we took actions aimed at addressing the player’s concerns and making them feel more appreciated. Ultimately, to respect the player’s wishes, the account was closed.
At this moment, the account remains closed as per player’s request.
Best Regards,
Spinrise Team
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2 months ago
TranslationHello Spinrise Team, you're twisting the facts. A long time ago, I submitted a self-exclusion request to my VIP account manager, Eva, and informed her via email that I was requesting permanent self-exclusion. I was then repeatedly lured in and asked to set a deposit limit, which was also ignored. I was simply able to continue depositing even though I had requested permanent self-exclusion. Everything was ignored. When someone requests self-exclusion, they shouldn't be able to deposit a single cent more, and the account should be closed.
I have forwarded all the evidence from the written communication to Tomas.
I therefore expect a refund of the 1800 euros I was able to pay because the email regarding self-exclusion was ignored.
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2 months ago
TranslationI have all the messages from my communication with Eva as proof and can gladly upload them here (if desired) to demonstrate that you did not comply with my request.
How is it possible that when someone requests self-exclusion, they can simply continue paying in and the email is ignored?
I appreciate the explanations, because this is clearly against responsible gaming at your company.
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2 months ago
TranslationOh yes, and it also took over 14 days for my account to be closed, as I repeatedly requested via email.
I am curious whether you will answer all my questions from the last comments or, like my email (Eva Vip), ignore them, refuse to admit your mistake, and simply state that there will be no refund.
I sincerely hope that you will recognize your mistake and be fair enough to refund me the 1800 euros. Surely one can only request a self-exclusion.
I'm also curious to see if there will be any response to all my comments. I sincerely hope that together with Tomas we can find a fair solution for me and that you will transfer the money to me.
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2 months ago
Thanks to both parties for your replies.
Dear HOZZ1210,
I went over the communication you provided via email and in the complaint thread between you and the casino VIP support.
I observed that the reasons you provided to the casino regarding your account closure request and self-exclusion requests were regarding your dissatisfaction with the experience in the casino and VIP system. If we can't conclude that the casino should have protected you, we won't be able to assist you with a refund request for deposits used for gambling.
Since it appears you haven't disclosed any gambling addiction to the casino prior to opening a complaint, and since your account has been closed, there is little we can accomplish.
Please let me know if there is any information I haven't considered or overlooked; otherwise, your complaint will be closed.
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2 months ago
TranslationThe account was only closed 14 days later, after I requested self-exclusion. Shouldn't I then no longer be allowed to deposit money? Am I mistaken? So, you can request self-exclusion, and the casino can simply ignore it for 14 days, allowing you to continue depositing money? That can't be what you want.
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2 months ago
TranslationThe only option left if the account is to be permanently closed is to request self-exclusion. The requested €50 limit was also not set up; I was persuaded until the very end not to close it. However, as a VIP manager, one should have reacted to all the email correspondence, recognizing that the player's behavior at that time was not normal.
Then please explain to me what options one has to self-exclude from a casino so that one can no longer deposit money if everything is ignored.
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2 months ago
Thanks for sharing your point of view.
We believe that if you are suffering from gambling issues, you need to disclose them to the casino to be protected. Dissatisfaction with VIP status etc., cannot be considered a sufficient signal that you need to be protected.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into problems with online 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.
