SpinShark Casino - Player’s account remains open despite requests for closure.

Hi I have lost £6000 this month after clearly asking on live chat and email to be banned permanently and not allowed to deposit. They ignored me every time I just want my account to be closed permanently and never allowed to reopen in about 3 months of me asking only twice do they reply about it and close it but for 24 hours only all I have to do is ask live chat to open it and it’s done. This is after me saying I am suicidal and ruining my life not to mention they make withdrawing nearly impossible I have had so many withdrawals rejected for thousands and I’ve asked whilst we’re working out whatever verification u need please don’t allow me to place any bets and just ignored. They reply to self excision requests with bonus. Offers honestly this is more than just for me honestly try take the website down if u can idm paying you guys it’s outrageous how immoral they are they told me for months there escalating my account closure I unfortunately struggle with impulse control but yh please get them to delete all my details and ban me permanently I’ve asked for months. Also in my opinion idk if the law but they should have to pay me back the money I lost after asking clearly multiple times to be banned permanently and never allowed to deposit again on the website they have fully taken advantage of me and leeched of me.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you mentioned gambling addiction or gambling-related harm in any of your account closure requests submitted before 23 June, when you first mentioned experiencing suicidal thoughts? If so, please forward me the emails mentioning your gambling-related problems at veronika.f@casino.guru. Kindly include the complete, original, uncropped email conversations, not just screenshots.
• Have you passed the full KYC verification at this casino?
• Could you please specify the timeframe during which you made the £6,000 in deposits that you are requesting to have refunded?

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

Best regards

Veronika

Dear Lewis78,

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.

Hi yes I completed verification ages ago got a withdrawal in march. Just every time I have to still provide bank statements showing the transactions no screenshots has to be pdf which means I got to go to my bank as I only get them once a month just feels very unreasonable because its not like they just leave it pending they reject the withdrawals no matter what unless I can do that which I told them I can’t and still just rejected repeatedly even though I’ve fully verified the same payment method before . I’ve also sent a email from march to the email u gave. I wanted to be banned permanently back then and still I’ve messaged soooo much on live chat that should be on my account profile history if u ask them saying suicidal and really want my account closed but they don’t care just say it’s escelated and leave it for months they don’t bother replying unless I spam chase them but I told them I want my account permanently deleted no option to reopen ever and they say they can’t do it can only close my account and if I ask to reopen it I have to wait 24 hours which they did but I asked to reopen it and was instantly allowed back on no 24 hour cool off so I don’t see how any of my losses since march should count considering I wanted to be banned. But also especially the £6000 I wanted that cashed out I’ve already proven everything it’s so unreasonable to expect me to go to my bank branch everytime I gotta cashout if it’s the weekend that means I have to wait 3 days atleast. And a normal bank statement online is once a month with nationwide for me. But i feel so robbed the deposits I made after being banned but allowed to instantly reopen it no check nothing no time waiting just on live chat hey can I reopen and yes it’s open no problem …. And then can deposit 2 k over afew days as I did everytime on live chat after asking how has this been allowed I wanted to be banned permanently never allowed to reopen and even ur own rules 24 hours wernt met and I just get told sorry we’re escalating for this but of course never hear back… it’s so so unfair

They won’t ban me and still are letting me deposit I know it’s a scam and I should not deposit but it’s so addictive 😭I just wanna die sometimes I beg them on live chat and email to ban me and not let me deposit they just flipping offer bonuses and ignore me I don’t have a single solution as my self control isn’t to good and one weak moment easy deposit and money gone as as it’s so impossible to withdraw it’s always gone like I said on my complaint I shoudve been banned ages ago they’ve fully robbed me and taken advantage clearly there licence isn’t worth anything as a player can email and live chat non stop asking to please ban me permanently as I’m suicidal and desperate to stop gambling and get ignored or get banned and then if I ask to reopen instant reopen not even a cool off nothing and this is after clearly asking to be banned permanently with no option to reopen how come every other casino I’ve ever used can do that fine but this casino is literally such scamming leeches who prey on people like me please please it actually is wrong they’ve taken my money like this and even still won’t ban me and let me delete the account or anything

Dear Lewis78,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

If they don’t respond is there really no other options ?

Dear Lewis78,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SpinShark Casino Casino and I hope that together we will come to a successful resolution of your issue.

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

Maybe contact them again ? I’ve just lost another £1300. Nothing can stop me anytime I get money inputting it in desperately. It’s so so unfair they won’t ban me just refuse to

I can’t believe it’s real for a website to be able to get away with this why can’t the website be taken down if it has no license clearly

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.