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

Guten Tag,

bei dem oben genannten Online Casino habe ich am 22.07. erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben. Daraufhin erhielt ich am nächsten Tag eine Mail, in der gefragt wurde, was der Grund dafür sei und ob sie mich nicht noch einmal umstimmen können. Ich antwortete auf die Mail, dass ich den sofortigen Selbstausschluss aufgrund der genannten Spielsucht wünsche. Leider ohne Erfolg!

Ich konnte nun weitere 280€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the complete, original, uncropped emails you sent to the casino requesting self-exclusion, along with the casino's responses? My email address is veronika.f@casino.guru.
• Have you contacted the casino after 22 July, when you discovered that your account had not been self-excluded? If so, please specify which communication channels you used. If possible, kindly forward me those subsequent conversations as well.
• When exactly did you make your €280 deposit into the casino?
• Is your account still open, or has it been closed in the meantime? If the casino has closed it, please specify the date on which it was closed.

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

Best regards,

Veronika

Guten Tag,

ich leite den Mailverkehr weiter.

Die Einzahlungen habe ich am 02.07 vorgenommen. Bis dahin hatte ich keinen weitere Mail außer die vom 22.07 verschickt.

Nun habe ich am 04.07. nochmals per Mail um den Selbstausschluss gebeten. Bisher ohne Erfolg. Ich kann mich weiterhin einloggen.

Vielen Dank für Ihre Unterstützung.

Dear Veronika,

Thank you for your patience.

We would like to confirm that the player's account has been disabled in accordance with their request.

Best regards,

Spinrise Team

Ich kann bestätigen, dass der Selbstausschluss nun erfolgt ist. Trotzdem fordere ich eine Rückerstattung der letzten Einzahlungen.

Vielen Dank!!

Dear Spinrise Casino representative,

Thank you for reaching out and for confirming that the player's account has been closed.

Dear Jason12,

Please clarify if you made any deposits after you requested to be self-excluded due to gambling addiction. In your previous response, you stated that you deposited money on 2 July, but your self-exclusion request was submitted on 22 July, which is 20 days later.

Entschuldigen Sie bitte. Die Einzahlungen sind am 02.08 erfolgt.

Dear Jason12

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,

Veronika

Hello Jason12, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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.

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 Jason12,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. 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.

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 Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. 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