Spinbara Casino - Pelaajan tilin poistopyyntö on viivästynyt.

Hello, unfortunately I'm experiencing a similar problem to the user who asked for help from you.

My player account simply won't be deleted.

Despite multiple attempts to contact me via email.

I deposited so much money over and over again, even though I just wanted to be deleted.

There is no reaction from Spinbara.

The live chat says "it is being processed".

This has been the case since the first inquiry via email on November 6, 2025.

Please help me.

I have deposited so much money back into it to this day.

Hallo, leider geht es mir ähnlich wie bei dem User, der bei euch Hilfe ersucht hatte.

Mein Spielerkonto wird einfach nicht gelöscht.

Trotz mehrfacher E-Mail Kontaktversuche.

Ich habe so viel Geld immer und immer wieder eingezahlt, obwohl ich einfach nur gelöscht werden wollte.

es kommt keine Reaktion von Spinbara.

der Live Chat sagt „ es ist in Bearbeitung"

das das schon seit der 1. Anfrage per email am 06.11.2025.

Bitte helfen sie mir.

ich habe bis heute so viel Geld deswegen wieder eingezahlt.

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.

Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hello,

I am addicted to gambling. That's why I have repeatedly tried unsuccessfully to have my player account blocked via email and live chat.

The statement in the live chat was "that it's being processed," but that's been going on for three months now. And every time I've deposited more money.

to this day.

I would like to send them the items, however, it says every time that the email address is unavailable.

Hallo,

ich bin spielsüchtig. Deshalb habe ich auch mehrfach ohne Erfolg, per E-Mail und per Live Chat versucht, mein Spieler Konto sperren zu lassen.

die Aussage im live Chat war „das es in Bearbeitung ist" aber das jetzt seit 3 Monaten. Und jedes Mal habe ich wieder Geld eingezahlt.

bis heute noch.

ich würde ihnen gerne die Sachen schicken, jedoch steht jedesmal, dass email Adresse nicht erreichbar ist.

Dear Player,

Thank you for your response. I would like to kindly inform you that without the required evidence, we will be unable to proceed with this complaint. Please consider resending the documents to my email at attila.g@casino.guru. Alternatively, you may also attach screenshots here.

Thank you for your cooperation and understanding.

Dear Player,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

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."

Please send another email to support@spinbara.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Please help me recover my losses, even if only partially. The losses are increasing.

Yesterday and today alone, we've already spent over 500 euros.

Bitte helfen sie mir meine Verluste wiederzubekommen, wenn auch nur anteilmäßig. Es wir immer mehr.

alleine gestern und heute schon insgesamt über 500 Euro.

Dear Player,

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, Martin (martin.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

Hello Marcel96,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Additionally, please forward any previous email you have sent to the casino, to my email address martin.l@casino.guru

I would also like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru