Spinboss Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Complaint against SpinBoss Casino

On June 4, 2026, at 2:48 PM, I formally requested self-exclusion from SpinBoss Casino due to serious problems related to problem gambling.

Despite my explicit request, and despite sending three emails, the casino failed to apply self-exclusion, leaving my account active and allowing me to continue depositing and playing.

Even more seriously, SpinBoss continued to incentivize my gambling activity through bonuses, promotions, and commercial offers, despite having been informed of my condition and my request for self-exclusion.

I consider this behavior a serious violation of the rules and principles of Responsible Gaming. If the casino had properly fulfilled its obligations, I would not have been able to make further deposits and suffer the resulting financial losses.

Therefore I request:

The immediate and permanent closure of my account.

The determination of the casino's liability for failure to apply self-exclusion.

Full refund of all deposits made.

Taking appropriate action against the casino for violating its obligations to protect vulnerable players.

I have the emails sent to the casino and am willing to provide them as evidence to support this complaint.

Reclamo contro SpinBoss Casino

In data 4 giugno 2026 alle ore 14:48 ho richiesto formalmente l'autoesclusione dal casinò SpinBoss a causa di gravi problematiche legate al gioco d'azzardo patologico.

Nonostante la mia richiesta esplicita, e nonostante l'invio di ben tre email, il casinò ha omesso di applicare l'autoesclusione, lasciando il mio conto attivo e consentendomi di continuare a depositare e giocare.

Ancora più grave, SpinBoss ha continuato a incentivare la mia attività di gioco attraverso bonus, promozioni e offerte commerciali, pur essendo stato informato della mia condizione e della mia richiesta di autoesclusione.

Ritengo tale comportamento una grave violazione delle norme e dei principi di Gioco Responsabile. Se il casinò avesse adempiuto correttamente ai propri obblighi, non avrei potuto effettuare ulteriori depositi e subire le conseguenti perdite economiche.

Pertanto richiedo:

La chiusura immediata e definitiva del mio account.

L'accertamento delle responsabilità del casinò per la mancata applicazione dell'autoesclusione.

Il rimborso integrale di tutti i depositi effettuati .

L'adozione delle opportune misure nei confronti del casinò per la violazione degli obblighi di tutela dei giocatori vulnerabili.

Sono in possesso delle email inviate al casinò e sono disponibile a fornirle come prova a supporto del presente reclamo.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinboss Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you received any responses to your request at all, including automatic replies?
• After you noticed your requests weren't processed, have you tried contacting the casino via live chat and asking for assistance?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at support@spinboss.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 Spinboss 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."

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,

Tomas

Hi Tomas,

Thanks for your reply and assistance.

To answer your questions:

Yes, my account is currently still accessible.

I didn't receive a response from the casino until Sunday at 12:07 AM, several days after my initial self-exclusion request. In the meantime, my account remained fully operational and I was allowed to continue depositing and playing.

I also contacted live chat for assistance. The operator simply told me to send a self-exclusion request via email, which I'd already done several times.

The last deposit was made yesterday in the amount of €118.

The casino has not yet responded to my refund request.

I would like to point out that my self-exclusion request was motivated by serious gambling problems, and this was clearly communicated to the casino. Despite this, my requests were not processed promptly, and my account remained open, allowing me to continue depositing funds.

Since my initial self-exclusion request, I have made additional deposits totaling €380. I believe this situation represents a serious failure to implement responsible gaming procedures, especially considering that I had specifically requested account closure for reasons related to gambling addiction.

I also attach the emails I sent to the casino as proof of my self-exclusion requests.

As suggested, I will send a new self-exclusion email with you in CC.

Thanks for your support.

Ciao Tomas,

grazie per la tua risposta e per l'assistenza.

Per rispondere alle tue domande:

Sì, il mio account è attualmente ancora accessibile.

Ho ricevuto una risposta dal casinò soltanto domenica alle ore 00:07, diversi giorni dopo la mia richiesta iniziale di autoesclusione. Nel frattempo il mio account è rimasto completamente operativo e mi è stato consentito di continuare a depositare e giocare.

Ho contattato anche la live chat per chiedere assistenza. L'operatore mi ha semplicemente detto di inviare una richiesta di autoesclusione via e-mail, cosa che avevo già fatto più volte.

L'ultimo deposito è stato effettuato ieri per un importo di €118.

Il casinò non ha ancora risposto alla mia richiesta di rimborso.

Vorrei evidenziare che la mia richiesta di autoesclusione era motivata da gravi problemi di gioco d'azzardo e che questo è stato chiaramente comunicato al casinò. Nonostante ciò, le mie richieste non sono state gestite tempestivamente e il mio account è rimasto aperto, consentendomi di continuare a depositare denaro.

Dalla mia prima richiesta di autoesclusione ho effettuato ulteriori depositi per un totale complessivo di €380. Ritengo che questa situazione rappresenti una grave mancanza nell'applicazione delle procedure di gioco responsabile, soprattutto considerando che avevo espressamente richiesto la chiusura del conto per motivi legati alla dipendenza dal gioco.

Allego inoltre le e-mail che ho inviato al casinò come prova delle mie richieste di autoesclusione.

Come suggerito, provvederò a inviare una nuova e-mail di autoesclusione mettendoti in copia.

Grazie per il supporto.

I would also like to highlight a further particularly worrying aspect.

Despite submitting multiple self-exclusion requests, clearly stating that these requests were motivated by serious gambling issues, the casino not only kept my account active but continued to send me promotional offers and bonuses.

I consider it extremely serious that, after being informed of my condition and my desire to be excluded from the platform for problem gambling, the casino continued to send me commercial communications and gambling incentives. These offers served as a further incentive to continue gambling precisely at the time I was attempting to stop all gambling activity through self-exclusion.

In my opinion, this behavior is incompatible with the principles of responsible gaming that an operator should apply towards users who expressly declare that they suffer from gambling addiction problems.

Vorrei inoltre evidenziare un ulteriore aspetto particolarmente preoccupante.

Nonostante abbia inviato più richieste di autoesclusione, specificando chiaramente che tali richieste erano motivate da gravi problematiche legate al gioco d'azzardo, il casinò non solo ha mantenuto il mio account attivo, ma ha continuato a inviarmi offerte promozionali e bonus.

Ritengo estremamente grave che, dopo essere stato informato della mia condizione e della mia volontà di essere escluso dalla piattaforma per motivi di gioco problematico, il casinò abbia continuato a inviarmi comunicazioni commerciali e incentivi al gioco. Tali offerte hanno rappresentato un ulteriore stimolo a continuare a giocare proprio nel periodo in cui stavo cercando di interrompere ogni attività di gioco attraverso l'autoesclusione.

A mio avviso, questo comportamento è incompatibile con i principi di gioco responsabile che un operatore dovrebbe applicare nei confronti di utenti che dichiarano espressamente di soffrire di problemi di dipendenza dal gioco.

Updated as of today.

I would like to inform you that, despite my constant reminders and repeated requests for permanent self-exclusion due to serious gambling problems, the casino has not yet closed my account.

To this day, my account is still active and fully accessible. I am still allowed to make deposits and use gaming services, despite having repeatedly requested immediate exclusion from the platform.

Furthermore, I continue to receive promotional communications, bonus offers, and deposit incentives from the casino. I consider this situation extremely serious, considering that the casino was clearly and unequivocally informed of my gambling issues and of my desire to be permanently banned.

Aggiornamento alla data odierna.

Desidero informare che, nonostante i miei continui solleciti e le ripetute richieste di autoesclusione permanente motivate da gravi problemi di gioco d’azzardo, il casinò non ha ancora provveduto alla chiusura del mio account.

Ad oggi il mio account risulta ancora attivo e pienamente accessibile. Mi viene tuttora consentito di effettuare depositi e utilizzare i servizi di gioco, nonostante abbia richiesto più volte l’immediata esclusione dalla piattaforma.

Inoltre, continuo a ricevere comunicazioni promozionali, offerte bonus e incentivi al deposito da parte del casinò. Ritengo questa situazione estremamente grave, considerando che il casinò è stato informato in modo chiaro e inequivocabile delle mie problematiche legate al gioco d’azzardo e della mia volontà di essere escluso permanentemente.

Hi Tomas, any news on the case?

ciao tomas novità sul caso?

Dear antoniosa709,

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,

Tomas

Hello antoniosa709, 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.

Hi Matej, any news on the case?

ciao matej novità sul caso?

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.

Dear antoniosa709, I agree that 6 days to cprocess self-exclusion is above the reasonable time frame Casino Guru considers legitimate.

I have also managed to get a direct contact to the casino representative, so I have sent an e-mail, and hopefully the casino will engage in the mediation process. Due to this new development, I will reset the timer and add couple of extra days, to allow the casino representative to familiarise with the complaint and provide a response.

Let's hope the casino takes action as it's a really unpleasant and embarrassing situation

speriamo che il casino agisca in quanto è una situazione davvero spiacevole ed imbrarazzante

Dear antoniosa709,

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.

First and foremost, 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

We’ve reopened this complaint at the request of Spinboss Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Will it take another few weeks for a response? The casino hasn't treated me well.

Ci vogliono altre settimane per una risposta ? Il casinò non si è comportato bene nei miei riguardi

Good news, dear antoniosa709, the casino representative reached out and currently we are in the process of setting up their account to be able to respond in this thread directly, In the meantime, I will be posting updates and casino responses here myself, to keep you up to date. Currently, I have responded to the representative with the details of this complaint and am waiting for the reply.

MATEJ I await your feedback thanks

MATEJ attendo un riscontro grazie

Matej, what's new?

Matej novità ?

Not much, dear antoniosa709. I have escalated the issue to the higher management, hopefully they will act quickly I am prolonging the timer up to Monday, but if no response is given by that time, I will be forced to close the ocmplaint as unresolved, with all the negative impact it entails. Hopefully it won't come to that.

Yes but they didn't create the account?

Sì ma non si sono creati l’account ?

Matej, sorry, but you mentioned to me that the casino had responded to you, and also reopened their case, so it seems strange to me that we have no updates on this, also because from what I noticed they also signed up on the platform

Matej scusami, ma tu mi avevi accennato che il casino avesse risposto a te , ed ha riaperto anche il caso loro, quindi mi sembra strano che non abbiamo aggiornamenti in merito a ciò, anche perche da come ho notato si sono anche iscritti sulla piattaforma

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.

Sorry Matej, but it seems absurd to me. The casino reopened the complaint to resolve it and isn't even responding. This is crazy.

Ma scusa matej ma mi sembra assurdo, il casinò ha riaperto il reclamo per risolvere e non risponde neanche? Ma è follia

As the casino still has issues logging in their CG account, I was asked to forward their message to you, however it is only the usual:

Dear antoniosa709,

We regret to learn about your situation.

We would like to inform you that we are currently investigating this matter in response to your concerns.

We will make every effort to assist you with your request and provide you with an update related to our investigation as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.

Kind regards,

SpinBoss Casino team.

I have provided them with your e-mail address to help identify your account, as well as summed up your complaint. If no decision is reached before the timer runs out, I will close the complaint again. In the future, I will not reopen this complaint until I get confirmation from the casino about steps made towards the successfull resolution, and will keep communicating with them via e-mails. This is to ensure I do not raise your hopes in vain, with another reopening. I will only reopen the case if steps were taken by the casino, that needs to be confirmed by yourself. I have sent them another message, hopefully they will respond in time.

Thank you so much matej for your commitment, if there were more people like you in the world... maybe it would be better

Grazie mille matej per il tuo impegno, ci fossero più persone come te nel mondo.. forse sarebbe migliore

I haven't received any email or anything from the casino yet.

dal casinò non ho ancora ricevuto alcuna e-mail né niente

Me neither, I have pinged the casino affiliate again, in hopes for a response. Will post an update if I hear back.

I await your response, thanks

attendo riscontro grazie

Hi Matej, is there any news on this?

ciao matej ci sono novità in merito?

Dear antoniosa709,

The casino representative has messaged me your deposit history alongside of the original self-exclusion message including time stamps. After careful reviews - and in accordance with our player protection rules - the deposits made on 7th June should be refunded to you by the casino, as at that time your account should has been already closed.

This makes altogether 120 EUR, that the casino is willing to refund. Also, I have been provided by the confirmation that your account has been permanently disabled.

Please, let me know if you agree to this settlement and would consider this complaitn resolved, and I will inform the casino straight away. Thank you very much.

Hi Matej, I'm forwarding the total deposit amounts which are not 120 but much more.

ciao matej inoltro gli importi complessivi di deposito che non risultano 120 ma molto di piu

even if the value was above 120.. I also sent and photo

anche se il valore era al di sopra dei 120.. ho inviato anche e foto

However, to resolve the issue more quickly since it has been ongoing for over a month, I accept the sum. How should I proceed now?

comunque per risolvere la quesitone piu velocemente dato che si sta portando avanti da piu di un mese , accetto la somma. come procedere ora?

Mateij, sorry for the inconvenience, but can we speed this up? Wait another 6 days for a response and then wait another for the messy response... this issue will never end.

Mateij , scusami del disturbo, ma possiamo velocizzare il tutto? aspettare altri 6 giorni per una risposta per poi aspettarne un altra per la risposta del casino.. non terminerà mai la questione

Dear antoniosa709, after reviewing your deposit screenshots, it matches the information from the casino. You have requested the self-exclusion on 4th June, and according to Casino Guru internal guidelines, the 120 EUR is the amount we consider refundable, as those deposits have happened past the reasonable time for account closure.

I have informed the casino that you have agreed to the amount, and will let you know once I hear back. Thank you for your understanding.

Thanks Mateij, hoping that the casino will cooperate and not waste any more time

grazie mateij, sperando che il casino collabori e non faccia perdere altro tempo

NEWS MATEJ?

NOVITA' MATEJ?

!?

Good morning matej, I have sent the payment details for the refund.

I'm waiting for feedback from the casino

Buongiorno matej ho provveduto a mandare gli estremi di pagamento per il rimborso .

attendo riscontro dal casinò

Perfect. I'll post an update as soon as I hear back from the casino representative. Thank you and have a nice weekend! :)