Spinplatinum Casino - La solicitud de autoexclusión del jugador es ignorada.

Dear Casino Guru Team,

I hereby wish to file a complaint against the online casino SpinPlatinum.

On August 5, 2026, I explicitly informed the casino via email that I suffer from gambling addiction and therefore request immediate and permanent self-exclusion. In my email, I also asked them to refrain from any promotional offers or attempts to influence my decision.

Since I received no response, I sent further reminders on August 6th, 2026 and again on August 7th, 2026. To this day, I have received no reply whatsoever.

I consider this behavior extremely irresponsible. A reputable online casino should immediately process a self-exclusion due to a reported gambling addiction and permanently close the player's account.

I therefore ask Casino Guru for support and to review the case.

I want to achieve the following:

my player account will be permanently and finally closed

the casino fulfills its obligation to responsible gaming,

I request that my deposits of €55 from 7.8.26 onwards be refunded, as my self-exclusion was ignored despite repeated requests.

As proof, I attach my three emails, which clearly show that I have repeatedly requested permanent self-exclusion due to gambling addiction and the casino has not responded.

Thank you for your support and I hope for a fair review of my case.

Best regards

Simon M.

Sehr geehrtes Casino Guru-Team,

hiermit möchte ich eine Beschwerde gegen das Online-Casino SpinPlatinum einreichen.

Am 05.08.2026 habe ich dem Casino per E-Mail ausdrücklich mitgeteilt, dass ich unter Spielsucht leide und deshalb einen sofortigen und dauerhaften Selbstausschluss beantrage. In meiner E-Mail habe ich außerdem darum gebeten, von jeglichen Werbeangeboten oder Versuchen abzusehen, meine Entscheidung zu beeinflussen.

Da ich keine Rückmeldung erhalten habe, habe ich am 06.08.2026 und erneut am 07.08.2026 weitere Erinnerungen geschickt. Bis heute habe ich keinerlei Antwort erhalten.

Ich halte dieses Verhalten für äußerst verantwortungslos. Ein seriöses Online-Casino sollte einen Selbstausschluss aufgrund einer mitgeteilten Spielsucht unverzüglich bearbeiten und das Spielerkonto dauerhaft schließen.

Ich bitte Casino Guru daher um Unterstützung und darum, den Fall zu prüfen.

Ich möchte erreichen, dass:

mein Spielerkonto dauerhaft und endgültig geschlossen wird,

das Casino seiner Verpflichtung zum verantwortungsvollen Spielen nachkommt,

mir meine Einsätze in Höhe ab dem 7.8.26 von 55 € erstattet werden, da mein Selbstausschluss trotz mehrfacher Aufforderung ignoriert wurde.

Als Nachweis füge ich meine drei E-Mails bei, aus denen eindeutig hervorgeht, dass ich mehrfach den dauerhaften Selbstausschluss wegen Spielsucht beantragt habe und das Casino nicht reagiert hat.

Ich bedanke mich für Ihre Unterstützung und hoffe auf eine faire Prüfung meines Falls.

Mit freundlichen Grüßen

Simon M.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever successfully communicated with the casino customer support via email, apart from your self-exclusion request? If so, how long did it usually take for them to respond?
• Have you tried contacting the casino customer support through any other channels, such as live chat, Telegram, or social media?
• Did you pass the full KYC verification at this casino?

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,

Veronika

Hello everyone .

I asked about it several times in the chat. However, I was always referred to support.

I have had no success or received any feedback via email to date.

Last night, I was able to get through to them via live chat and they confirmed that my account had been temporarily suspended, but without any indication of whether it would be permanent. Of course, I had already lost more money beforehand. Therefore, my refund now totals €109.

I never went through a KYC process at the casino.

Can you help me get a permanent ban and a full refund of €109?

Hallo zusammen .

Ich hatte es mehrfach im Chat angefragt . Wurde jedoch immer an den Support verwiesen .

per Mail habe ich bis heute keinen Erfolg gehabt bzw. Keine Rückmeldung erhalten.

gestern Abend konnte ich im live Chat erreichen das das Konto wohl erstmal gesperrt wurde , aber ohne Hinweis ob dauerhaft oder nicht . Zuvor hatte ich natürlich wider Geld verspielt . Deshalb beläuft sich meine Erstattung auf mittlerweile 109€ in Summe.

einen KYC haben ich nie durchlaufen beim Casino .

können sie mir helfen eine dauerhafte Sperre und die vollständige Erstattung von 109€ zu erhalten ?

Thank you for your reply. Please forward me screenshots of your chat conversations with customer support, or any chat transcripts that may be relevant to the investigation of your case, at veronika.f@casino.guru.

Hello Veronika,

I sent them the necessary information by email. Unfortunately, I'm still waiting for a response from the casino's support team.

Hallo Veronika ,

ich habe ihnen die nötigen Daten per Mail zukommen lassen . Leider warte ich immer noch auf Rückmeldung vom Support des Casino

Dear Marti89

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,

Veronika

Dear Marti89,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinplatinum Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinplatinum Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinplatinum Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.