The player from Canada 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 seeks assistance in recovering her deposits.
Starzspins Casino - Player wants assistance with recovery of deposits after account closure.
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Current status
Waiting for casino to reply
5d 4h 27m 16s
Starzspins Casino
Safety Index:Above averageCase summary
Discussion
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1 week 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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6 days 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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6 days 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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6 days 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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6 days 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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5 days 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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2 days 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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2 days 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.
