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Good day

I applied for a self-exclusion due to gambling addiction via email on May 8, 2026.

I never received a reply, even though I wrote directly to support.

Because I couldn't control my gambling addiction, I kept depositing money.

Today, after depositing another 1450 euros, I sent another email.

I demand the immediate return of the amounts I deposited after May 8, 2026, as my account should have been blocked long ago according to their terms and conditions.

Guten Tag

Ich habe am 08.05.2026 eine selbstsperre wegen spielsucht per email beantragt

Darauf wurde nie geantwortet obwohl ich direkt an dem Support geschrieben wurde.

Da ich meine spielsucht nicht unter Kontrolle habe habe ich immer weiter eingezahlt.

Heute habe ich nachdem ich wieder 1450 Euro eingezahlt habe nochmal eine email gesendet.

Ich fordere meine nach dem 08.05.2026 eingezahlten Beträge umgehend zurück da mein konto nach ihrem AGB hätte längst gesperrt werden müssen.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• After you noticed your self-exclusion request wasn't processed, have you made sure to contact the casino again via the same or alternative channels, such as live chat support?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@spinbara.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinbara Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Good day

My account has now been blocked.

I commented again via live chat regarding the self-exclusion, where I was again only referred to the email address, which stated that this was the only way to block the account.

However, I have no evidence or anything similar to support this.

The casino offered a €1000 refund, which I declined because I believe I should be refunded the full amount or at least 90 percent.

I've attached a screenshot of the email from the casino.

Kind regards and thank you very much for your help.

Guten Tag

Mittlerweile ist mein konto gesperrt geworden.

Ich habe mich nochmal Per live Chat zu der selbstsperre geäußert wo ich wieder nur auf die email hingewiesen wurde dass dies nur so gesperrt werden könnte.

Dazu habe ich aber keine Belege oder ähnliches .

Das casino hat mit 1000 Euro Rückerstattung angeboten was ich aber abgelehnt habe weil ich finde das mir er komplette Teil oder zumindest 90 Prozent zurückerstattet werden muss.

Die email vom casino füge ich als Screenshot bei

Mit freundlichen Grüßen und vielen Dank für Ihre Hilfe

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tottimar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas