Spinrise Casino - Player’s responsible gambling requests are ignored.

hi

I am filing a complaint against Spinrise casino their failure to respect my responsible gambling requests.

Despite being a VIP player and having an assigned account manager, my repeated requests for deposit limits and self-exclusion have been ignored. I contacted the casino several times, clearly asking to set responsible gambling limits on my account. Instead of taking action, I was simply told to "take care of myself," while no actual measures were applied to my account.

This behavior is unacceptable and goes directly against responsible gambling policies that casinos are expected to follow. By ignoring my requests, the casino has failed in its duty to protect players and to promote safe gaming practices.

I kindly ask Casino.Guru to intervene in this matter and help ensure that the casino enforces proper responsible gambling measures on my account.

Thank you

Dear Lilika01,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinrise Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you tried to confront casino support after your requests were not granted, please?
• 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.

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

They just closed my account after several messages with no response, but I had just deposited money. What will happen with the money that was in my account?

Dear Casino Guru Team,

Thank you for bringing this case to our attention.

We would like to confirm that the player’s account has now been permanently closed in line with her explicit request for self-exclusion. We truly regret that there was a delay in processing her request and acknowledge that some of her initial messages may not have been handled with the speed and clarity that should be expected.

Please be assured that we take responsible gambling very seriously. Our intention was never to ignore the player’s requests, but rather to offer support and ensure that she was making a fully informed decision. Unfortunately, this created some confusion and led to frustration on the player’s side, which we sincerely apologize for.

The matter is now fully resolved:

The account is closed and the player cannot deposit or play.

We have also reviewed the case internally to improve our response time and procedures for similar requests in the future.

We thank you for your understanding and cooperation, and we remain fully committed to upholding the highest standards of responsible gambling.

Best Regards,

Spinrise Team

According to responsible gaming laws and regulations, you were required to honor my request for account blocking and deposit limits. Despite my repeated requests, you ignored them and allowed me to continue depositing and losing money. This is a clear violation of responsible gaming obligations.

I therefore request a full refund of all deposits made after my request for self-exclusion/limits, as your failure to act directly caused these losses.

Hello Lilika01,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spinrise Team,

thank you for your message and update.

Dear Lilika01,

thank you for your messages and patience.

• 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?

Looking forward to your reply,

Katarina

Hi,

It’s sent. Please note that, even though I was told I should take a break, my request was nevertheless ignored. Thank you.

Dear Lilika01,

thank you for your message and emails.

Do you have an access to your deposit history, please? Could you please share it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Dear Lilika01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I have sent you the proof of deposit.

Dear Lilika01,

thank you for your message and email.

Have you made any deposits after September 8th, please?

If so, how many please?

Looking forward to your reply,

Katarina

Hi,

I make 10 deposit of 30$

thanks

Dear Lilika01,

thank you for your reply.

Dear Spinrise Team,

could you please provide a deposit history of Lilika01? Specifically all the deposits made after September 8th.

You can share it here in this thread or send it to my email katarina.d@casino.guru.

Kindly notify me once the email has been sent.

Looking forward to your email.

Katarina

Dear Katarina,

Hope you`re doing well!

Along with this message, we are providing a screenshot from our back office, showing the player’s total deposit and withdrawal amounts.

In addition, we have processed a refund for the deposit that was made to the account right before its closure.

Best Regards,

Spinrise Team

Dear Spinrise Team,

thank you for your message and update.

Dear Lilika01,

could you please confirm whether you have received your deposits?

Looking forward to your reply,

Katarina

Hi

I received $30.

Dear Lilika01,

thank you for your response.

Dear Spinrise Team,

could you please clarify when will you send the rest of Lilika01's deposits?

Looking forward to your reply,

Katarina

Dear Katarina,

Hope you`re doing well!

We would like to inform you that the player has made withdrawals exceeding the total amount of their deposits.

Recently, we already provided you with a screenshot from our back office showing this information.

We hope for your understanding.

Best Regards,

Spinrise Team

These are withdrawals I made before the 8th — they are winnings I earned before that date. My account should have been blocked afterward, which you failed to do. You even replied to me and ignored my requests! You decided to give me my withdrawals that day.

Dear Spinrise Team,

thank you for your message and update.

Dear Lilika01,

thank you for your patience.

After thorough examination of your complaint and according to the available evidence, you submitted your self-exclusion request on Sephember 8th, and the casino closed your account on September 9th. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

Spinrise Casino has determined that it acted with appropriate speed in restricting access to your account. Consequently, the casino is not liable for deposits made while your request was being processed. However, Spinrise Casino has elected to refund a portion of your deposits.

As a result, you are unfortunately not eligible for a refund of the rest of your deposits. We regret to inform you that your complaint has been carefully reviewed and subsequently closed.

Katarina