SpinShark Casino - Pelaajan omaehtoista pelikieltoa ei kunnioitettu.

Dear Casino Guru Team,

I hereby file a complaint against SpinShark Casino.

On April 18, 2026, I requested a self-exclusion due to gambling-related problems. Despite this exclusion, I was still able to make deposits and gamble approximately 34 hours later.

Amount in dispute: €141

The casino simply refers to its terms and conditions and the finality of deposits. However, my concern is not about normal gambling losses, but rather that the self-exclusion was not implemented promptly and effectively.

Accepting further deposits after a self-exclusion has been declared constitutes, in my view, a violation of responsible gambling principles.

I have documented the following evidence:

Application for self-exclusion dated 18.04.2026

Deposits after this point

Rejection of refund request with reference to terms and conditions

I request that Casino Guru review the case and provide support in clarifying the matter with the provider.

Sehr geehrtes Casino Guru Team,

hiermit reiche ich eine Beschwerde gegen das Casino SpinShark ein.

Am 18.04.2026 habe ich aufgrund von spielbezogenen Problemen eine Selbstsperre beantragt. Trotz dieser Sperre war es mir weiterhin möglich, etwa 34 Stunden später Einzahlungen vorzunehmen und zu spielen.

Streitbetrag: 141 €

Das Casino verweist lediglich auf seine Allgemeinen Geschäftsbedingungen und die Endgültigkeit von Einzahlungen. Mein Anliegen bezieht sich jedoch nicht auf normale Spielverluste, sondern darauf, dass die Selbstsperre nicht rechtzeitig und wirksam umgesetzt wurde.

Die Annahme weiterer Einzahlungen nach einer erklärten Selbstsperre stellt aus meiner Sicht einen Verstoß gegen verantwortungsbewusstes Glücksspiel dar.

Ich habe folgende Nachweise dokumentiert:

Antrag auf Selbstsperre vom 18.04.2026

Einzahlungen nach diesem Zeitpunkt

Ablehnung einer Rückerstattung mit Verweis auf AGB

Ich bitte Casino Guru um Prüfung des Falls und Unterstützung bei der Klärung mit dem Anbieter.

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 Joshi777,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

Please understand that if the casino allowed deposits and access to the account for an extended period after a properly submitted self-exclusion request, we would definitely stand on the player’s side, as such requests should generally be processed within 2–3 days at most.

However, if the casino acted within a reasonable timeframe and followed the correct procedures, then from our point of view they may have acted appropriately in this case. Should you wish to pursue the matter further, you can still contact the casino’s licensing authority.

To better assist you, we would like to gather some additional details regarding your situation. Could you please help us by answering the following questions?

• Could you please confirm the timeframe during which you were still able to access your account and make deposits after requesting self-exclusion?
• Have you tried communicating with the casino regarding this issue? If so, what responses did you receive?
• Do you have any additional documentation or communication related to your self-exclusion request and the subsequent deposits?

Your cooperation in providing these details will help us investigate the matter and work towards a fair resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra