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I emailed the casino on May 26th requesting they close my account. Unfortunately, nothing happened. On June 13th, I sent another email asking them to delete it immediately for their own protection. Again, the account remained open. I lost €800 during this period. Is there any way to get this money back since they didn't close my account?

Best regards

Ich habe dem Casino am 26.05 eine E-Mail geschickt das sie mein Konto schließen sollen. Leider passierte nix.. am 13.06 habe ich wieder eine E-Mail hingeschickt bitte der bitte Zwecks Selbstschutz unverzüglich zu löschen. Wieder blieb das Konto offen. Ich verspielte in dem Zeitraum 800 Euro. Besteht eine Möglichkeit das Geld wieder zubekommen da sie mein Konto nicht geschlossen haben?

Mit freundlichen Grüßen

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Hello,

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

The first email only contained a simple account closure request. In the second, I requested immediate closure for my own protection due to an addiction problem. I apparently received a reply asking if I wouldn't prefer to just take a break, but this ended up in my spam folder and I only read it later.

Die erste E-Mail beinhaltete nur eine einfache Kontoschließung. In der zweiten bat ich wegen Selbstschutz eine unverzügliche Schließung wegen Suchtproblem . Ich hatte wohl eine Antwort bekommen ob ich nicht lieber nur eine Pause machen möchte.. diese landete aber im Spam Ordner und habe sie erst später gelesen..

The account is still open... I also think that if I write "immediately for self-protection," then there's no need to reply to emails asking if I wouldn't rather take a break...

Das Konto ist immer noch geöffnet... Ich bin auch der Meinung wenn ich schreibe unverzüglich wegen Selbstschutz, dann müsste man keine E-Mail mehr beantworten ob ich nicht lieber eine Pause einlegen wollen....

Thank you for your response. Could you please forward your correspondence directly to my email, rather than providing them as screenshots? You can reach me at attila.g@casino.guru. Additionally, I would like to inquire whether you currently still have access to your account. Could you please let me know when was the last time you made a deposit at this casino?

Thank you for your cooperation.

Dear Pallmall1904,

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.

The last deposit was made on June 15th. The account is still open.

Letze Einzahlung erfolgte am 15.06.. das Konto ist immer noch offen.

Today I was able to deposit another 110 euros.

Heute konnte ich schon wieder 110 Euro einzahlen

Hello Pallmall1904,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

On July 12th, I sent another email requesting account closure... still open.

Am 12.07 erneut eine E-Mail mit bitte auf Kontoschließung geschickt.. immer noch offen

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

Hello Pallmall1904, nice to meet you!

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 from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinboss 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.

Ok

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.

I will be prolonging the timer one more time, as I have received a response from casino affiliate that they will provide a response shortly. Thank you for your understanding.

I could gamble away another 90 euros even though I mentioned my gambling addiction in a previous email. I sent another email demanding that they finally block my account.

Ich könnte schon wieder 90 Euro verzocken obwohl ich einer vorherigen E-Mail auf meine spielsucht hingewiesen habe. Habe noch mal eine E-Mail geschickt das sie endlich mein Konto sperren

Dear Pallmall1904,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Firstly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej