Spinorhino Casino - La solicitud de cierre de cuenta del jugador es ignorada.

I am filing a complaint against SpinoRhino Casino for violating responsible gambling rules.

On March 3rd, I requested account closure due to gambling addiction. Instead of closing my account, on March 4th they suggested setting deposit limits.

Because they failed to act, I continued gambling and lost €450 on March 8th.

This loss occurred after my self-exclusion request and is the casino’s responsibility.

I request a full refund of €450.

Nikolaos K.

[email hidden by Casino Guru]

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Dear makelios6,

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 original uncropped 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

I have sent them to your email.

Σας τα έχω στείλει στο εμαιλ σας

Hello makelios6,

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

Dear makelios6,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

No, there is nothing.

Όχι δεν υπάρχει τίποτα

Thank you for your reply and patience, makelios6. I would greatly appreciate it if you could forward me the same evidence you provided to Veronika, as I do not have access to her emails. You can reach me at kristina.s@casino.guru. I understand that this may cause some inconvenience, and I sincerely appreciate your assistance in this matter.

I sent them to you.

σας τα εστειλα

Could you please clarify whether you currently have access to your casino account? When exactly did you make the last successful deposit, please?

The last successful deposit is on 8/3/2026

I no longer have access to my account.

Η τελευταία επιτυχημένη κατάθεση είναι στις 8/3/2026

Δεν έχω πλέον πρόσβαση στον λογαριασμό μου

Dear makelios6,

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, Igor (igor.p@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,

Kristina

Dear makelios6,

I am sorry to hear about your problem with Spinorhino Casino.

I will now try to contact a Spinorhino Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spinorhino Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 makelios6,

I have repeatedly tried to contact Spinorhino Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor