Spinplatinum Casino - Player is struggling to close his account.

Guys! Please stay away from here.

I am trying to close my account for a week. I have all the screenshots to provide that. I sent at least 20 emails..no response..via live chat..they are saying write an email. They just simply not closing any account. Zero responsible gaming. No deposit limit.. just forcing you to play more!

Worst customer service i ever seen!

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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your email.

Please note that we are able to assist players with the closure of their account only in cases where they explicitly mention gambling addiction and request self-exclusion. If you are not experiencing gambling-related problems and wish to close your account simply because you are dissatisfied with the casino's services, we are unfortunately unable to intervene. In such cases, we can only recommend that you stop visiting the casino website.

If you wish to proceed with self-exclusion, it is important to clearly state the reason for deactivating your account and specify the exact duration of the exclusion. Make sure the email subject line is clear and recognizable, as casino support teams often receive a high volume of messages. A well-labeled subject line will help ensure your request is processed promptly.

Additionally, I strongly recommend that you save a copy of your self-exclusion request—whether it’s a sent email, chat transcript, or screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

• First name:
• Last name:
• Date of birth:
• Casino login:
• Email address:

"Greetings Spinplatinum Casino,

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my request is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Spinplatinum Casino following this format and keep me informed about any further developments.

Thank you in advance.

Dear attilamarkus86,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.