SpinShark Casino - Player is seeking a refund due to self-exclusion issue.

I am making a complaint regarding SpinShark Casino because they continued to allow me to gamble and deposit money after I had clearly asked them to self-exclude me due to a gambling problem.

On 10 April 2026, I emailed SpinShark and clearly explained that gambling was becoming a problem for me and asked them to immediately ban/close my account so that I could no longer gamble.

Despite this request, my account remained accessible and I was still able to make deposits and gamble.

I contacted SpinShark repeatedly after this, including again on 9 June and on further occasions, asking them to close my account and self-exclude me. SpinShark has ignored every email I have sent regarding this. I have received no meaningful response or assistance despite repeatedly telling them that I wanted the account closed because of my gambling problem.

I have copies of these emails showing my original request and my repeated attempts to get the account closed.

From the transaction history I have been able to review, approximately £5,520 was accepted in deposits after my original self-exclusion request. I am asking SpinShark to refund the deposits that they accepted after I had clearly informed them of my gambling problem and requested self-exclusion.

I believe that once I had explicitly told SpinShark that I had a gambling problem and asked them to prevent me from gambling, they should not have continued allowing me to deposit and gamble.

I am particularly concerned that my repeated emails asking for help and account closure were ignored while I continued to be able to deposit money.

I would be grateful if Casino Guru could investigate this complaint and help me obtain a refund of the deposits accepted after my self-exclusion request.

I can provide screenshots of my emails to SpinShark and my transaction/deposit history as evidence.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinShark 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please share a sample of the casino's responses, or automated responses you received after your initial request?
• Have you unsubscribed from the casino's marketing communications - ads and newsletters?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas