SpinCity Casino - Pelaajan itsensä poissulkemispyyntö hylättiin.

Hello! I have a complaint about this project, as I managed to win a decent amount of money. My account was verified. I asked technical support to restrict my account from playing slots, as there was a chance I could lose it. The casino told me they don't have such a feature and can't do it. Any licensed casino is obligated to restrict slots at a player's request or block their account for gambling addiction, paying out all winnings. They refused to do this for me, and if I did, my balance was lost. I disagree with the refusal to help me.I told them, please restrict me from playing slots so that I can't play them. They, in turn, regret it, but they couldn't do anything because they don't have an account blocking feature at all. If someone is addicted, close to losing everything, or suffers from gambling addiction, they can't get help here. I've played at many casinos and never had this happen. The casino always blocked the account at the player's request. I need your help.

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 jilex878,

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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Sent to you by email

Hello jilex878,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. I have reviewed the chat transcripts you sent me, and I am still missing some important information.

Did you explicitly mention gambling addiction as your reason for self-exclusion in your initial request, before you lost your entire balance?

In the screenshots you provided, I can see only partial conversation snippets that took place after your balance had already been lost. At this point, I do not have any evidence showing that you clearly stated gambling addiction as the reason for self-exclusion prior to losing the funds.

Please clarify this point and, if possible, forward any additional evidence that shows you mentioned gambling addiction in your original self-exclusion request.

Dear jilex878,

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.

There is no further evidence. The casino ignored my self-exclusion requests.

Больше нет никаких доказательств. Казино игнорировало мои запросы на самоисключение

Thank you for the information.

Is your account still open, or has it been closed by the casino in the meantime? Please let me know.

The casino is currently active. I made a deposit on December 16, 2025, and it still hasn't arrived. It's been exactly a month. I provided them with everything they requested. The casino refuses to credit my deposit.

На данный момент казино активно. Я сделал депозит 16 декабря 2025 года и он всё ещё не поступил. Прошёл ровно месяц. Я им предоставил всё что они запросили. Казино не хочет зачислять мой депозит

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

Dear jilex878,

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,

Veronika