SpinShark Casino - Player’s account closure request is delayed.

In December I ask SpinShark to PERMANENTLY close my account after a few emails they closed it but 1st February I asked them to reopen my account and they did but if u ask a casino to PERMANENTLY close your casino they should t reopen it ! How I decided on 2nd February to ask PERMANENTLY close my account again as games on this site play soooo bad it takes 100s of spins to get bonuses round which are awful ! I’ve sent 30 emails now asking them to PERMANENTLY close my account it’s 10th march now it’s still open and I’ve deposited £1200 in the meantime and won nothing ! I’ve sent an emailing asking to be refunded and to close my account so it can never be reopened but I keep getting told it’s with the relevant team but nothings getting done and they let me keep depositing and losing money because it’s really bad here but shouldn’t this casino have a duty to protect its players ? Also they won’t tell me who there licence is with ! Why do they need to investigate to just permanently close my account it’s just excuse to keep it open and me keep depositing and losing my money

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Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

I’m constantly asking you close my account PERMANENTLY and I’ve said to never be reactived ! I think it’s the 2nd of February I’ve been trying to close my account now ! There t&c states live chat will help with closing your account but they don’t there t&c also state there available 24/7 and they are not there only available 4am til 10pm also there t&c state there’s other authorities u can contact on the website if complaints aint resolved but there is not ! I’ve abt abt license and country there based in to contact someone else to help me but they won’t tell me !!!!

I’ve asked for a deposit limit but live chat keep saying to send emails and I’ve sent them but nothing gets done !

Dear Player,

Thank you for your response. Could you please confirm whether you have indicated any gambling related problems to SpinShark Casino at any point? If so, could you please forward the email in which you did so separately?

Thank you in advance for your cooperation.

I’ve tried everything with this casino but they do nothing ! ive asked for deposit limits too

Dear Player, thank you for your message. I have carefully reviewed the evidence provided and noticed that the only reference to gambling-related issues is from March 16th. While I did come across account closure requests from December and February, these requests merely expressed dissatisfaction with the winnings and games at the casino.

Could you please confirm whether you currently still have access to your account? Has the casino acknowledged your request from the 16th of March?

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know of any additional evidence or any relevant details that I may have overlooked. Otherwise, I'm afraid we will have to close this complaint.

Thank you for your understanding and cooperation.

My account is still open and casino does nothing ! Told them on 16th march I have a gambling addiction and this is the reply (screenshot attached) but nothings been done and they’ve let me still deposit time and time again !

even asked for a deposit limit too

Hello Jennings83,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Is any helping me with this issue ????

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,

Attila

Hello Jennings83, 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 SpinShark 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.

Let’s just be real this casinos is never gonna respond or refund me ! They will never permanently close my account and I’ve read reviews on trust pilot that people have severe gambling issues and constantly asking them to close there account but there just being ignored ! Very very unfair

Dear Jennings83, that is a fair assumption. SpinShark is an unlicensed casino that does not respond to complaints and even our review has placed them at 3,5 safety index points; which is in the "very bad casino" area. Playing in such shady site is always extremely risky and most likely any issue will end unresolved.

Dear Jennings83,

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.

To stay safe from this and other gambling sites, 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, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej