Spinit Casino - La cuenta del jugador sigue activa a pesar de la solicitud de cierre.

On April 2nd, I requested to close my account by sending an email to your support center, expressly stating that I was requesting closure due to gambling addiction. They confirmed the closure in a reply to that email, but this week I received emails offering bonuses. I have verified that I can log in, deposit funds, and play normally. My supposed VIP agent called me. I am requesting a refund of the deposits I have made since I requested the closure of my account. Please help.

El día 2 de abril solicité cerrar mi cuenta enviado un mail a su centro de soporte, especificando expresamente que pedía el cierre por adicción al juego,me confirmaron el cierre contestado a ese mail pero está semana he recibido mail ofreciendo bonos,he comprobado que puedo entrar ingresar jugar con normalidad,me llama por teléfono mi supuesto agente vip,solicito reembolso de los ingresos que he hecho desde que pedí el cierre y cerrar mi cuenta,ayuda por favor

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 Onushy,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinit.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello, I used the same email address I use to log into my casino account to request the closure. I have verified my account. Thank you.

Hola,he utilizado la misma dirección de correo que utilizo para entrar a la cuenta del casino para pedir el cierre,si he verificado mi cuenta., gracias

I would also like to mention the slow withdrawal process and the casino's inaction. My supposed VIP agent contacted me, called me, and offered all sorts of advantages, including faster withdrawals. I spoke with him by email, and he assured me that he had given my withdrawal absolute priority. It's worth noting that these were just empty words to appease me, and after a week, the withdrawal is still under review. He doesn't answer my emails, and in the customer service chat, they only offer reassuring words that everything is fine and that I will have the money soon. With this post, I intend to inform other players about what will happen if they win so they can decide whether it's better to choose other options for spending their money. There are casinos that pay instantly and respond to emails in case of any unforeseen circumstances.

También me gustaría añadir la lentitud con un retiro y la pasividad del casino ante la situación,me escribió mi supuesto agente vip,me llamo por teléfono y me ofrecieron todo tipo de ventajas entre ellas retiro más rápido,hablé por mail con el y me aseguro que había tramitado prioridad absoluta para mí retiro,destacar que son solo palabrerías para contentarme ya después de una semana el retiro sigue en revisión,no me contesta los mail y en el chat de atención al cliente solo me confirman con palabras de ánimo que todo va bien,que pronto tendré el dinero,con este escrito pretendo que los demás jugadores tengan información de lo que sucederá si ganan y puedan valorar si les conviene elegir otras opciones para gastar su dinero,hay casinos que pagan al instante y te contestan los mails ante cualquier imprevisto

Dear Onushy,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue, including your original self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please advise whether your account is currently still accessible?

Thank you for your patience and cooperation.

Hello, I have forwarded the emails requesting account closure. On the other hand, I confirm that my account is fully accessible and operational.

Hola,le he reenviado los mails de petición de cierre de cuenta,por otro lado le confirmo que mi cuenta está totalmente accesible y operativa

I would appreciate it if you could confirm that you have received it correctly, thank you.

Agradecería que me confirme que lo ha recibido correctamente, gracias

Dear Onushy,

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, Martin (martin.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 Onushy,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Spinit Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

I would also like to highlight, that we cannot agree with using this rule in Self-exclusion related matters. Can you clarify whether this is a misunderstanding by the casino representative or a standard application of the rule?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

I have again requested its closure due to gambling addiction, and it has been closed. I hope the casino representative takes responsibility and responds here to my request for reopening, as this is a very serious matter.

De nuevo he pedido el cierre por adicción al juego,la han cerrado, espero que el representante del casino asuma su responsabilidad y conteste por aquí la reclamación de la reapertura ya que es un tema muy serio

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 sincerely hope the casino representative takes responsibility and responds. Otherwise, I hope this helps other players seek safer and more reliable casino options and avoid making the same mistake I did at a casino that offers no player protection whatsoever.

Espero de verdad que el representante del casino asuma su responsabilidad y conteste,de lo contrario espero que sirva a otros jugadores a buscar otras opciones de casino más seguras y fiables y no caigan en el mismo error que yo en un casino que no ofrece ningún tipo de protección al jugador

Dear Onushy,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Following your instructions, I again requested the account closure when we started the complaint here. Now the casino doesn't understand, or doesn't want to understand, that this is the second closure request. I'm pasting the response I received by email.

I'm Santiago, your VIP account manager at Spinit. I hope you're doing well.

That's correct, you sent us an email requesting the closure and we proceeded accordingly; it was closed as you requested and your account remains closed.

Since your account is closed, you are not included in any promotional programs or anything like that.

Siguiendo sus indicaciones volví a pedir el cierre de la cuenta cuando empezamos la reclamación por aquí, ahora el casino no entiende o no quiere entender que es la segunda petición de cierre,le pegó la respuesta que he recibido por mail

Soy Santiago, tu gestor de cuenta VIP en Spinit. Espero te encuentres muy bien.

Es correcto , tu nos enviaste un email solicitando el cierre y asi se procedio, fue cerrada como lo pediste y tu cuenta sigue cerrada.

Al estar cerrada tu cuenta no estas en los programas de promociones ni nada asi.

Dear Onushy,

thank you for keeping me updated. In the meantime, we are still trying to get in touch with the casino.

I see there's another player with a similar case to mine who hasn't received a response from the casino. It seems that silence and neglect towards the player will be their usual approach, which for me is bad, but going forward it's very good to prevent them from getting new players.

Veo que hay otro jugador con un caso parecido al mío que no ha recibido respuesta del casino,parece que el silencio y desamparo al jugador va a ser su tónica habitual lo cual para mí es malo pero en adelante es muy bueno para evitar que tengan jugadores nuevos

Dear Onushy,

I am sorry to confirm that, since we have not received any response from the casino regarding this issue, we are unable to continue the complaint resolution process and are forced to close the complaint as unresolved.

Based on the information available, this case concerns a very serious matter a self-exclusion request made due to gambling addiction. In such situations, we expect casinos to react promptly, close the account properly, and provide a clear explanation if there is any dispute regarding the timeline or the player’s claims.

Unfortunately, despite our attempts to contact the casino and give them the opportunity to explain the situation, they have not provided any relevant response in the complaint thread. Without their cooperation, we cannot properly assess the refund request or move the mediation process forward.

I am sorry we could not achieve a better outcome for you. However, this complaint will be closed as unresolved, which will negatively affect the casino’s rating, and other players will be able to read about your experience in our review.

The casino may request to reopen this complaint at any time if they decide to cooperate.

Kind regards,

Martin