SpinShark Casino - Player's account closure request is ignored.

Hi ive asked to self exclude at this casino at least 7 times im emailing them literally begging them to close my account so I dont keep spending more but they just ignore you. Ive lost so much and just want the account closed but they wont respond and when I ask on live chat im just told to wait.

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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?
• Have you received any automated responses or responses from support agents after sending emails to email@spinshark.support? Would you be able to provide any responses you received to me for review?
• 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?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at email@spinshark.support, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SpinShark Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

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

Best regards,

Tomas

Hello no they do not respond to my emails I go on live chat and just get told the same thing and to wait for a response its been on going for months now. Ive asked them about 8 times and they just ignore it.

My account is still open now and I was able to deposit yesterday and they said I cant have a refund and to just wait for my account to be self excluded on chat thats all they said

Ive also emailed them what you said and cc you in to it but I very much doubt there reply as I have emailed in 9 times now asking the same. First time 6 weeks ago. I really dont no what else to do there not closing it

Thanks for your reply and cooperation.

• Has the casino closed your account since your last reply?
• When was the last time you were active on the account?
• Please let me know. If the casino responded to your email requests or messages since your last post, please forward the communication to me as well.

My email is tomas@casino.guru

Looking forward to your reply.

Dear Lynsey,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Lynsey. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message.

Hello i emailed you back and replied on here so I dont no why this complaint is closed. The account is still open dispite me asking them over 20 times to permanently self exclude I emailed and cc you in to it and have bo response from them I am still able to deposit which I did yesterday. The casino has also restricted me on live chat to so I can ask or speak to anyone on there so I really dont no what else to do.

Thanks for your reply.

I am not sure how that happened. I apologize for the unnecessary delay and the inconvenience.

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,

Tomas

Dear Lynsey,

I am sorry to hear about your problem with SpinShark Casino.

I will now try to contact a SpinShark Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a SpinShark Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor