The player from Germany has repeatedly requested account closure through live chat and email, but the casino ignores these requests and continues to let her gamble, resulting in significant financial loss. She has informed the casino of her gambling addiction and is seeking compensation for her losses and distress, while also escalating the issue to legal and consumer protection entities.
SpinShark Casino - Player’s account closure request is ignored.
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Current status
Waiting for Casino Guru to reply
2d 16h 45m 34s
SpinShark Casino
Safety Index 3.1 Very lowCase summary
Discussion
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6 days 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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4 days ago
Important notice:
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4 days 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
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
