The player from Canada had requested a permanent account closure on December 24th due to gambling issues, but the closure was not completed until 15 days later, during which she deposited an additional €160. She sought assistance in recovering her deposits. The complaint was rejected by the Complaints Team due to insufficient effort on the player's part, as only a single self-exclusion request had been sent to an incorrect marketing email address, and no further follow-up or contact with the proper support channels had been made. The player was advised to follow the casino's responsible gambling procedures closely, clearly state gambling addiction when requesting self-exclusion, and use additional tools like BetBlocker for protection.
Starzspins Casino - Player wants assistance with recovery of deposits after account closure.
Closed
Our verdict
Unjustified complaint
Amount: 160 USDC
Starzspins Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, on December 24th I requested a permanent closure of my account due to gambling problems, but it was only completed 15 days later, and I've since deposited another €160. I'm requesting assistance in recovering my deposits. Thank you for your help.
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1 month 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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1 month ago
Dear player,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's T&Cs and this is what I have found:
3.7. Self-Exclusion & Account Controls
Players may request self-exclusion at any time.
You must not open new accounts during exclusion.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationHello, I requested the permanent closure of my account on December 24, 2025, and reported my gambling problems. I used the email address I contacted you at and sent my account closure request to the casino manager on January 4th. I even made three deposits totaling $160 USD because my account was still open. Now it's closed, but it took more than 10 days for my request to be taken seriously. I'm sending you screenshots.
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1 month ago
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Despite my gaming problems reported on December 24th, I was still receiving free spins, and at that time the responsible party hadn't yet been taken seriously. The account has since been verified.
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1 month ago
TranslationHello, this casino is linked to BlazSpin, where I also reported my gambling problems. The casino manager sent me invitations to play on BlazSpin. Incidentally, the site initially had a self-exclusion option, but it disappeared later. So, I contacted the casino manager and reported my gambling problems on December 24th, but you see, he didn't take any security measures because deposits were made on January 4th, 10 days later!
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4 weeks ago
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,
Attila
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4 weeks ago
Hello Rebecca85!
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. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.
I’d like to invite a representative of Starzspins 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.
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3 weeks ago
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.
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3 weeks ago
TranslationThe casino has a high rating, which is completely unjustified; there's a total lack of professionalism. My request to close my account, sent to the casino manager Mr. Mateo, was ignored.
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2 weeks ago
Dear Rebecca85, anything below 8 points is not considered a high rating. If you check the casino review (https://casino.guru/starzspins-casino-review), you ill se it's just "above average".
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2 weeks ago
TranslationHello Mr. Matej, thank you for the information. We hope the casino will contact us. Thank you very much for your support.
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2 weeks ago
Dear Rebecca85, the casino responded to me via e-mail, pointing out that you have sent your request for self-exclusion to the marketing e-mail that is not meant - and neither monitored - for customer interaction. I have double-checked your screenshot and indeed, your message has been sent to mateo@starzspin.com, which is not the correct support e-mail address. From your other screenshots it also looks like a marketing bot.
Furthermore, it seems like this was also the single self-exclusion due to gambling addiction message to the casino.
Lastly, I have checked the Responsible gambling page of the casino where it is stated:
If you have concerns about your gaming activity or need advice, our team is available at any time.
You can contact us at support@starzspins.com or speak with our 24/7 Live Chat representatives.
In light of these findings, I would like to ask whether you have contacted live chat or sent another self-exclusion request to the support team. If you did, please feel free to e-mail me the evidence to matej.l@casino.guru for further review. Thank you very much.
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2 weeks ago
TranslationHello Mr. Matej, the email address is clearly written as "Casino Director" and is not a marketing address. I only sent to this address, and he is indeed the casino manager.
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2 weeks ago
TranslationYou clearly stated that the account was initially closed over 3 months ago, but you were also aware of this, as you asked me if I wanted to close my account permanently, and I replied yes because I'm having problems with the games. I sent the screenshot.
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2 weeks ago
TranslationPlease disregard the last message. Error
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2 weeks ago
Dear Rebecca85, do I understand it correctly, that you have not sent any other self-exclusion message except the one addressed to Mateo, and never asked live chat for self-exclusion (or inquired why your request has not been yet actioned) either?
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2 weeks ago
TranslationHello Mr. Matej, yes, that's the only step, even though it was clear. I contacted an agent after a week. Every time a player asks for something, it's never enough. We always have to chase after them to request account closure for gaming problems. Email isn't enough, and sometimes even chat isn't enough.
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2 weeks ago
Dear Rebecca85, thank you for the reply.
Unfortunately, this all aligns with the casino's message and even by our own pro-player standards this complaint has to be rejected, due to insufficient effort shown on your end. Let me explain why:
Sending a single e-mail is simply not enough. A message may not be delivered, can end up in spam box, be set aside by a busy agent or plethora other issues may happen to it. Therefore, if you do not get a reply within 24-48 hours, you should send another request or at least contact the live chat and inquire about the status of the message. That way you can find out whether they received the message and are dealing with it, or not. You can in time find out if there is any issue and rectify it before more issues arise.
By sending a single message and never inquiring about whether it was even delivered, we find it as insufficient effort shown on your end, in order to get self-excluded.
To make things even worse in this case in particular, your self-exclusion request has been sent to a marketing bot. I understand your confusion, as the bot is named the "director of the casino", but practically speaking from the messages you have provided it is obvious the message was a part of the marketing campaign, not to mention that casino directors never send direct messages to the players, as they have other tasks to perform, and have no time to personally message every player.
Last but not least, always consult responsible gambling page and terms of conditions when trying to self-exclude from a casino. These two pages always contain information on the proper procedure of getting self-excluded in the casino, and as such needs to be closely followed. Also, always clearly state you have gambling addiction, to avoid any misunderstandings. Do not say you have issues with games, lose too much money or don't want to play anymore. Clear statement about gambling addiction ahs to be mentioned as the reason for self-exclusion. That way it can't be misunderstood and will be dealt with highest priority. I hope this helps to explain the situation and provide you with useful steps for the future.
Due to the aforementioned reasons, we will now proceed to reject this complaint. 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.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
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.
