Spinbara Casino - Pelaajan tili tulisi estää.

I requested that my account be blocked immediately due to my gambling addiction, and that I not be sent any advertising, etc. I submitted this request via live support and directly via email. I was still able to deposit and play, and thus lost €950. Normally, the account should be blocked immediately after 24 hours. However, I was still able to deposit and lose money after another 2 or 3 days. I want my money back and for my account to be blocked immediately.

Ich habe gebeten, mein Konto sofort zu sperren aufgrund des Spielsucht und auch keine Werbung etc. zuschicken. Ich habe das über den Live Support sowie als E-Mail direkt abgeschickt. Ich konnte trotzdem einzahlen und spielen. Und dadurch 950 € . Normalerweise sollte man die Kontosperrung direkt nach 24 Stunden durchführen. Ich konnte allerdings immer noch mal 2,3 Tagen einzahlen und Geld verspielen. Ich möchte mein Geld zurück und dass mein Konto sofort gesperrt wird.

Dear nana1995,

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 I can better understand the situation.

• How long have you been a player at this casino, please?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru. Kindly send it in the email format, not a screenshot.
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I sent you an email.

Ich habe Ihnen eine Mail geschickt.

Dear nana1995,

thank you for your message and emails.

According to the available evidence, you submitted your self-exclusion request on September 2nd, and the casino closed your account on September 5th. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Spinbara Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

I am sorry to be the bearer of a bad news,

Katarina

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.