Spinrise Casino - Player's self-exclusion request is delayed.

Failed after 35 emails and chats to close my account and self exclusion as part of gambling addiction.

i spoke with chat just today and and was told again that I would get email explain regarding same.

can you plz intervene and sort this out for me. I asked to be self exclude due to gambling addiction back in November Thanking you in advance

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Dear charlie4512,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at [email protected] in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits

When was the last time you contacted the casino regarding this issue? Have you tried contacting the dedicated email address ([email protected]) to request self-exclusion? Please forward all the relevant communication between you and the casino to [email protected].

Thank you very much in advance.

Best regards,

Kristina

Spin rise have now locked me out of my account, but hasn’t offered any compensation?

My account is back opened and running again, seems like it was a glitch with their systems I sent another email requesting self exclusion from this site

What happens to my money I’m due 829 euros?

account now disabled today

Hello charlie4512,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear charlie4512,

We have attempted to contact you via email regarding your case; however, it appears that our messages have not been successfully delivered.

We kindly ask you to review your email settings and check your spam or junk folders to ensure that our correspondence can reach you. Once this is adjusted, please feel free to let us know so we can continue working on your request.

Best Regards,

Spinrise Team

Sent another email requesting my refund

but nothing back from

them yet? Also had 700 withdrawal and 129 in my account? Plus other

deposits and still waiting on them to sort out

I have decided to ask the gambling commissioner of

ireland (newly formed commissioner) if he can intervene or see what they allowed to break there own rules

Sunrise have been in touch and we might becoming to settlement, will keep u informed

Quite concerned about number of people involved in this issue?

igor email from manager about 4 days ago asking for bank details and photo id and proof of address, which I supplied and was took all accepted?

3 days got another email from Manager Stella asking for same stuff again, and I said I had already submitted all this, but I did it again submitted everything they ask.

two days ago for another email from manager Malcolm asking for the same stuff again, so the have 3 copies of my bank statements three copies of my proof of address and 3 copies of my passport, I do hope all this is secure as I find it strange to say the least, not sure if they want to sort this out our just stringing me along.

Dear charlie4512,

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 ([email protected]). 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello charlie4512, 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 have read through the conversation, and seen the evidence, but to proceed further, I will need an update from yourself and to respond to couple of questions, please:

• Is your account currently closed?
• Have you received any e-mail confirmation that the account has been closed and you have been self-excluded due to gambling addiction? Or was the account closed without stating the reason in the confirmation notification?
• Has the emailing and phone marketing communication stopped?
• Is the casino offering you a refund amount you are satisfied with?
• What is the current status of the refund, as it seems like you are stuck at KYC process?

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear charlie4512,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej