Spinrise Casino - La solicitud de autoexclusión del jugador ha sido ignorada.

I have deposited this casino many times.

I then requested self exclusion multiple times and told to send emails. The casino does not respond to emails and does not action self exclusion. The casino was advised of my addiction and chose to ignore. After notifying them of my addiction and need for self exclusion I was still able to deposit a total of $204 and gamble it. I want immediate self exclusion and refund of $204 as the casino was well aware of my addiction.

They refused to provide chat history to show I had requested self exclusion many times before depositing.

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 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.

• When was the first time you requested to be self-excluded from this casino due to gambling addiction via email?
• Is your account still open, or has the casino closed it in the meantime?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• Please forward me the uncropped, original emails with your self-exclusion requests, along with the casino's responses, to veronika.f@casino.guru.

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

Dear Lalanz and Veronika,

Thank you for your patience.

We would like to inform you that the player’s account has been closed at their request.

Kind regards,

Spinrise Team

Issue not resolved,

I want my $204 refunded

Dear Spinrise Casino Representative,

Thank you for reaching out and providing more information regarding the player's case.

Dear Lalanz,

• Could you please specify when exactly you first requested to be self-excluded from this casino? The screenshots you provided show that you submitted your self-exclusion request on 25 August. Can you confirm that this was your first self-exclusion request?
• Was your account closed on 28 August?

Dear Lalanz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru