Super Spin Casino - Player's account was closed after complaints.

Hello CasinoGuru Team,

I am filing a formal complaint against Super-Spin.com

Issue: Breach of Responsible Gambling and Failure to Protect a Vulnerable Player.

Timeline of events:

On December 10th, 2025, I contacted the casino's VIP/Support team to explicitly disclose that I have a gambling addiction and requested to stop playing.

Instead of immediately closing my account as per safety protocols, the casino ignored my disclosure and offered me a bonus to keep playing.

They later delayed the closure by asking for KYC documents, which is a violation of 'Duty of Care' when addiction is involved.

Between Dec 10th and today, I was allowed to deposit and lose 1980 €.

My account was only blocked today, after I posted a negative review on Trustpilot.

Evidence attached:

Screenshot of my message on Dec 10th disclosing my addiction.

Screenshot of their response offering a bonus.

Desired Resolution:

I am requesting a full refund of all deposits made after my initial disclosure on December 10th.

Thank you for your assistance in this matter.

Regards,

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Super Spin Casino. We received your email confirming that your account was closed after your Trustpilot review was published.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino addressed your disclosure of gambling issues from December? Have you specified these events as a reason why you are asking for a refund?
• Could you please share with me your requests for a refund addressed to the casino and share a screenshot of the Trustpilot review if it's still available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

​Thank you for taking my case. I have just sent a detailed email to tomas@casino.guru containing the full email history with the casino and all the requested screenshots (December disclosure, bonus offers, and Trustpilot interaction).

​I remain available if you need any further information.

​Best regards."

Update: > I have just received another promotional email from the casino's VIP manager (Lisa) offering me a "loyalty bonus" to keep playing. This is happening today, while my account is supposed to be closed and while this complaint is active.

I have forwarded this email to Tomas. Since the casino continues to solicit me despite my disclosure of addiction on December 10th

I have also sent a final formal notice to the casino management regarding this gross negligence

Dear Naayluh,

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, Igor (igor.p@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,

Tomas

Dear Naayluh,

I am sorry to hear about your problem with Super Spin Casino.

I will now try to contact a Super Spin 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 Super Spin Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear Naayluh,

I have repeatedly tried to contact the Super Spin Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor