Spinrise Casino - Player wants his account closed.

I want myself account closed. I have emailed over and over again. I have lost so much money. I have requested callback, follows up by email, spoken to the chat support and no one will answer me. I have a gambling problem (as I noted numerous times in my emails to them) and I wish I never made the account. They do not allow deposit limits, timed play, account restrictions. They do not respect responsible play. All I want is my account closed. Not an offer to keep it open with a bonus or asking me if it’s "a hasty " decision.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinrise Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hi Attila,

Thank you for reaching out- 

Anything you can do to support with closing this account with SpinRise would be greatly appreciated.

I have tried emailing them SEVERAL times. I’ve sent you the emails which I have sent (to your email account).

They either do not respond, or they reply back offering a cash bonus. I just want my account closed which I have been extremely clear about in the emails I forwarded you. I have passed the verification, in that I have been able to make a withdrawal. I just need to stop gambling as its become a problem ☹️ 

When I try to speak with their live chat, they tell me that they cannot support and I need to reach out to my "VIP Manager", Bruno, who either does not respond or replies offering cash bonus. I clearly decline and request the account closure and he then never responds.

Please let me know if you require any additional information.

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, Igor (igor.p@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,

Attila

Great. Thank you Attila. I look forward to hearing from Igor

Dear CodyColinC,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinrise Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinrise Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinrise Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 CodyColinC,

I have repeatedly tried to contact the Spinrise Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor