The player from Germany filed a complaint against SpinShark Casino after requesting self-exclusion due to gambling issues on April 18, 2026. Despite the self-exclusion, he was able to make deposits approximately 34 hours later, which led to a dispute over €141. He believed this demonstrated a violation of responsible gambling principles. The complaint was rejected after review, as the casino was found to have acted within the standard processing timeframe of up to 3 days for self-exclusion requests. The account was confirmed closed, and no further action was taken.
SpinShark Casino - Player’s self-exclusion was not honored.
Closed
Our verdict
Unjustified complaint
Amount: €141
SpinShark Casino
Safety Index 3.6 LowCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I hereby file a complaint against SpinShark Casino.
On April 18, 2026, I requested a self-exclusion due to gambling-related problems. Despite this exclusion, I was still able to make deposits and gamble approximately 34 hours later.
Amount in dispute: €141
The casino simply refers to its terms and conditions and the finality of deposits. However, my concern is not about normal gambling losses, but rather that the self-exclusion was not implemented promptly and effectively.
Accepting further deposits after a self-exclusion has been declared constitutes, in my view, a violation of responsible gambling principles.
I have documented the following evidence:
Application for self-exclusion dated 18.04.2026
Deposits after this point
Rejection of refund request with reference to terms and conditions
I request that Casino Guru review the case and provide support in clarifying the matter with the provider.
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3 weeks ago
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3 weeks ago
Dear Joshi777,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.
Please understand that if the casino allowed deposits and access to the account for an extended period after a properly submitted self-exclusion request, we would definitely stand on the player’s side, as such requests should generally be processed within 2–3 days at most.
However, if the casino acted within a reasonable timeframe and followed the correct procedures, then from our point of view they may have acted appropriately in this case. Should you wish to pursue the matter further, you can still contact the casino’s licensing authority.
To better assist you, we would like to gather some additional details regarding your situation. Could you please help us by answering the following questions?
- Could you please confirm the timeframe during which you were still able to access your account and make deposits after requesting self-exclusion?
- Have you tried communicating with the casino regarding this issue? If so, what responses did you receive?
- Do you have any additional documentation or communication related to your self-exclusion request and the subsequent deposits?
Your cooperation in providing these details will help us investigate the matter and work towards a fair resolution.
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,
Petra
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3 weeks ago
TranslationDear Casino Guru Team,
I would like to add to my complaint against SpinShark and explain the timeline in more detail.
On April 18, 2026 at 9:40 AM, I explicitly informed the casino via email that I wish to exclude myself and have my account closed due to gambling addiction.
Despite this clear self-exclusion, my account remained active and fully usable. What I find particularly problematic is that my account was credited with an additional €50 bonus after my self-exclusion. This created a renewed incentive to gamble, even though the provider was already aware of my gambling addiction.
As a result, I was still able to make further deposits and suffer further losses totaling €141.
Only after I explicitly pressed for the closure of my account again in the live chat on April 19, 2026, was my account finally deactivated.
The casino simply refers to its terms and conditions and states that deposits are final. In my view, however, this misses the point, as the self-exclusion was not implemented immediately and effectively, and I continued to be offered incentives to gamble despite my known gambling addiction.
I therefore request that this additional information be taken into account when examining my complaint.
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2 weeks ago
Thank you for your reply and for providing the previous details, Joshi777.
Could you please confirm once again when your account was actually closed and when you had any transactions, and when the €50 bonus was granted to you?
Thank you for your reply.
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2 weeks ago
TranslationDear Casino Guru Team,
Thank you for your feedback.
I would like to clarify the timeline once again:
On April 18, 2026 at 9:40 AM, I explicitly requested SpinShark via email to immediately self-exclude and close my account due to gambling addiction.
Despite this notification, my account remained active and fully usable.
On April 19, 2026, I received an additional bonus of €50 credited to my account during the day. Although the casino was already aware of my gambling addiction, this created yet another active incentive to gamble.
Following this, I was still able to make further deposits and continue playing, resulting in additional losses totaling €141.
It was only on the evening of April 19, 2026, that I explicitly drew the support team's attention to the problem again in the live chat and insisted on the closure of my account.
As far as I remember, I only lost access to my account from April 20th, 2026 onwards.
My complaint is therefore based on the fact that the self-exclusion was not implemented immediately and effectively, and that despite my declared gambling addiction, I was still allowed to gamble and additional incentives to gamble were created.
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1 week ago
Dear Joshi777,
Thank you for your reply and for providing additional clarification regarding the timeline of events.
After carefully reviewing all gathered information and communication provided by both parties, we will unfortunately have to reject the complaint, as the casino appears to have acted within the standard timeframe generally applied for self-exclusion requests.
We are sorry to hear that you experienced further losses during this period. However, please understand that due to the high volume of requests casinos receive, the standard processing timeframe for self-exclusion requests is commonly up to 3 days.
As your account is now already closed, I am afraid there is not much more that can be done in this case.
Thank you for your understanding. Should you experience any other issue with an online casino in the future, please do not hesitate to contact us again and we will be happy to assist you.
Best regards,
Petra
