Spinrise Casino - Se deniega la solicitud de cierre de cuenta del jugador.

The casino refuses to close my account despite numerous requests. I have also declared that I am addicted to gambling, the casino still does not close my account.

Support has been slow to respond to my emails, claiming that my "VIP account manager" is not available. In their last message they said that "you don't have to play if you don't want, we never force anyone to play". This is so blatantly against responsible gaming practices, including the casino's own terms and conditions, which state that a player can close their account at any time through support.

I would like to ask Casino Guru to help me close my account as it is still open and support is not helping me. I would also like a refund for the deposits I have made since I reported my gambling addiction.

Kasino ei suostu sulkemaan tiliäni lukuisista pyynnöistä huolimatta. Olen ilmoittanut myös olevani peliriippuvainen, kasino ei sulje tiliäni siltikään.

Tuki on vastannut viiveellä sähköposteihini, väittäen ettei oma "VIP-tilinhoitajani" ole paikalla. Viimeisimmässä viestissä sanoivat että "you don't have to play if you don't want, we never force anyone to play". Tämä on niin räikeästi vastaan vastuullisen pelaamisen käytäntöjä, myös kasinon omia ehtoja, joiden mukaan pelaaja voi milloin tahansa sulkea tilinsä tuen kautta

Pyytäisin Casino Gurua auttamaan tilini sulkemisessa, sillä se on edelleen avoinna, eikä tuki auta minua. Haluan myös hyvityksen talletuksista, jotka olen tehnyt sen jälkeen, kun ilmoitin peliriippuvuudestani.

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Dear wafflefrog,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@spinrise.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@spinrise.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits

When did you first inform the casino about your gambling addiction? Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Thank you, I forwarded you the emails. I informed SpinRise 31.8.2025 about my problem. Just to clarify, they STILL have not closed my account.

Dear Casino Guru Team,

Thank you for reaching out and for sharing the player’s concerns. We would like to provide additional clarification regarding this case.

Initial request (31 August):

The player contacted her VIP manager stating she believed she might have a gambling problem and asked to close her account. Our VIP manager acknowledged this request and explained the available responsible gaming tools (deposit limits, self-limits), which are fully in line with our Responsible Gaming Policy. The player herself agreed not to proceed with closure and explicitly requested a deposit limit of €100 per week instead. This was immediately applied to her account, in accordance with her own written request.

Subsequent communication:

After the limit was set, the player continued to play and actively requested bonuses (both free spins and cash bonuses). During this time she did not insist on permanent closure but rather focused on promotional offers.

Renewed closure request (6 September & later):

When the player later changed her mind and asked for account closure, her request was acknowledged and escalated. Unfortunately, due to her being under VIP management, the communication was routed through her dedicated manager, which led to some delays in final execution. This was not intended as neglect, but rather a result of our internal VIP handling structure.

Current status:

The player’s account has now been fully closed, and she cannot access our services any longer.

We understand the sensitivity of responsible gaming cases and regret any perception of delay in processing the player’s requests. However, in this case:

• The player initially declined permanent closure and opted for limits instead.
• We applied the requested limits immediately.
• The subsequent closure request was processed, though admittedly with some communication delays due to VIP handling.

We will review our internal procedures to ensure that in similar cases, closure requests are processed more swiftly regardless of VIP status.

Thank you for your understanding.

Best Regards,

Spinrise Team

Thank you for your response and thank you for finally closing my account.

It is true that I continued gambling and even requested bonuses. However, this is not evidence that I was fine or did not want closure – it is the very nature of gambling addiction. My continued gambling does not remove your responsibility.

I repeatedly asked for my account to be closed. You should have immediately closed my account upon the first disclosure, and at the very latest when I explicitly stated my gambling addiction.

It is also notable that my account was only closed after I filed a formal complaint through Casino Guru. This confirms that you did not act proactively or in line with regulatory obligations, but only after outside pressure. This clearly violates responsible gambling requirements.

Just checking in to ask if there’s any updates on this case, as it’s been pending longer than expected?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello wafflefrog, 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.

I’d like to invite a representative of Spinrise 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.

Dear Matej,

Thank you for your message.

We have sent all the information you need via email and are waiting for your feedback.

Hope for your cooperation!

Best regards,

Spinrise Team

I would like to thank the Spinrise Casino for detailed response. Based on the evidence provided, seems like player protection has failed and gambling addiction has been neglected by the VIP manager. I have requested permanent account closure and cessation of marketing communication towards the player, as well as player's cashier history, to determine whether there is a base for deposit refund.

Dear Matej,

Thank you for your message.

We’ve already sent you all the necessary information via email and are currently awaiting your feedback.

We appreciate your cooperation and look forward to your response.

Best regards,

Spinrise Team

I have responded to the casino, and I believe their next answer will bring this case to a close. Once I hear back, I will post an updated statement in this thread, to keep wafflefrog informed.

Dear Matej,

Hope you`re doing well!

We have already provided all the required information via email and are currently waiting for your feedback.

We appreciate your cooperation and look forward to hearing from you soon.

Best regards,

Spinrise Team

I would like to thank the Spinrise Casino team for reconsidering their stance on this matter, it is much appreciated.

Dear wafflefrog, I am happy to let you know that after investigating your issue and further conversation with the casino representative, the casino has agreed to refund your deposits of 200€, which were deposited within the time we believe your account should have been closed already.

It has also been confirmed your account has been closed permanently - without the option for reopening - and the marketing communication has been stopped as well. They will now proceed with the refund. Please, let us know once you receive the money, and whether you consider this outcome as satisfactory. Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear wafflefrog,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej