Spirit Casino - Player’s account closure request is ignored.

Ich habe mehrere Male um Schließung meines Contos gebeten. Aber keine Antwort erhalten. Leider habe ich weiter gespielt und verloren da ich ein Suchtproblem habe.

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Dear claudi3110,

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).

Have you mentioned addiction or gambling problems in any of your account closure requests? In the screenshots you submitted with your complaint, you only mentioned losses and that playing is no longer fun. We cannot consider these reasons as valid self-exclusion requests. If you have any conversations where you mentioned addiction and requested your account to be closed, kindly forward them to me, along with the casino's responses, at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hallo!

wenn ich an das Casino 10 Mails sende und bitte mein Konto zu schließen da ich schon große Verluste habe, auch im Chat und trotzdem weiterspiele ist es doch offensichtlich dass ich ein Suchtproblem habe! Wer gibt das schon gerne zu? Das Casino hat mir bis heute nicht geantwortet und nie gefragt warum ich mein Konto schließen möchte!

liebe Grüße Claudia

Das Casino schließt mein Konto noch immer nicht, obwohl ich geschrieben habe, dass ich bereits große Verluste habe!

Thank you for your responses. From the screenshots you uploaded to our website, it seems that you mentioned a gambling problem in your last message to the casino only. Have you received any response from customer support regarding this most recent request? If so, kindly forward it to me at veronika.f@casino.guru. Has the casino closed your account in the meantime?

Hallo!

Nein ich habe keine Antwort erhalten

Dear claudi3110

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, Matej (matej.l@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,

Veronika

Danke

Hello claudi3110, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spirit Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej and claudi3110,

Thank you for raising this matter. We have reviewed the complaint and the account history carefully.

We would like to confirm that the player’s account was closed following the player’s own request, which was related to problematic gambling. The request was processed in line with our internal procedures, and the account closure was completed accordingly.

We always aim to handle such requests with due care and in accordance with the applicable responsible gaming principles and internal policies. Based on our review, we do not see any irregularities or violations on our side, and the request was handled properly and within a reasonable timeframe.

Dear Spirit Casino, thank you for looking into this matter for us. Much appreciated. Can you please let me know what was the date the account was closed? Thank you.

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.

Ich habe im Chat mehrmals erwähnt dass ich ein Suchtprobleme habe und es wurde nie reagiert! Es ist unfassbar wie dieses Casino betrügt und lügt!

Hello!

The account was closed on 09.12 following the player's request due to gambling issues. No deposits have been processed since the date of that request.

Dear Spirit Casino, thank you very much for the response. Could you please confirm, the account has been closed permanently, with no option for reopening, and marked with the notes about player's gambling addiction?

Additionally, I would like to ask if player's account balance at the time of closure has been above 0, and if so, if it has been returned to the player or voided. Thank you very much.

Ich habe aber bereits mehrfach davor im Chat darum gebeten und meine Spielsucht erwähnt. Es wurde erst reagiert als ich Casino Guro eingeschaltet habe!

Dear Matej,

In response to your questions, we can confirm that the player’s account has been permanently closed and cannot be reopened. The reason for the closure was gambling-related issues, and this has been duly noted on the account.

At the time of the account closure, the player’s balance was 0, and therefore no funds were subject to return or voiding.

Ich habe aber lange davor schon im Chat auf mein Suchtproblem hingewiesen! Und es wurde seitens des Casinos nicht reagiert. Leider habe ich keinen Zugang mehr zu dem Chatverlauf oder er wurde gelöscht! Das Casino lügt!

Thank you Spirit Casino for the confirmation.

Dear claudi3110, unfortunately without evidence there is not much else I can do for you. From the screenshots you have uploaded, until 9th December you requested account closure either without stating the reason, or the reason being "not having fun" and "losing a lot of money". Neither of those are considered gambling addiction issues, as "having fun" and "lot of money" are very loose and relative terms. Some have fun only when winning, for some 100€ is a lot of money while others spend that on a single bet not even thinking about it.

For this reason we always encourage players to openly state gambling addiction as a reason for account closure, as those are clear reasons for the casino staff to act promptly upon. Since you provably stated gambling addiction for the first time on 9th December 2025 and the account has been closed within 24 hours - without voiding any balance - there is nothing else I can mediate. Due to these reasons the complaint will be now rejected.

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Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.