The player from Germany had repeatedly requested account closure through live chat and email, but the casino ignored these requests and continued to let her gamble, resulting in significant financial loss. She had informed the casino of her gambling addiction and was seeking compensation for her losses and distress, while also escalating the issue to legal and consumer protection entities. We asked her to provide the original uncropped emails, preferably in .eml format, and any further self-exclusion requests so the case could be investigated properly. As no response was received to our follow-up messages and reminder, the complaint was closed for now due to lack of cooperation from the player.
SpinShark Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €500
SpinShark Casino
Safety Index 3.1 Very lowCase summary
Discussion
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3 weeks ago
Translation
I have now requested account closure 10 times, both here in the live chat and via email to support;
I received confirmation from support that this was received months ago. Since then, I have lost several hundred euros because the casino refuses to close my account and process my request. I also requested a refund, which the casino ignored. Furthermore, I am losing money due to my gambling addiction, which I have also informed the casino of, yet the casino continues to ignore all my emails and support tickets!
I was already in a clinic because I wanted to hurt myself because of everything.
That's enough for me now. I've passed this on to my lawyer, I've contacted consumer protection, I've informed CasinoGuru, I've informed the relevant tax office, and I'm now going to go to the press and publish everything, including all the evidence.
I demand compensation for the payments I have made since requesting the deletion, and I demand reimbursement for the psychological distress I have suffered as a result; I almost took my own life.
I demand a solution NOW and NOT a transfer to email support! They have been ignoring my requests for MONTHS.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear PK3112,
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 forward me the original, uncropped emails of your account closure requests to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 weeks ago
TranslationThe casino has now simply blocked my account after 2 months without issuing a refund for the losses I incurred since requesting the account closure. I have already attached the original email; I cannot attach the live support chats because they have now blocked my account without initiating a refund.
This means they took two months to block my account and only acted when I threatened them with CasinoGuru and a lawyer, and then simply deleted it without any refund to get out of trouble.
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2 weeks ago
Thank you for your response. Unfortunately, the screenshot of your email does not contain all the information we need to proceed with our investigation of your complaint. Therefore, I kindly ask you to forward me the original email, preferably as an attachment in .eml format, directly to veronika.f@casino.guru.
If you sent multiple self-exclusion requests via email, please forward me the subsequent requests as well.
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1 week ago
Dear PK3112,
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.
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4 days ago
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,
Veronika
Casino.Guru
