Spinbara Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

Good morning,

I played at Spinbara and unfortunately have a gambling addiction. After requesting that my account be permanently closed and confirming this request via email, I discovered several days later that the account hadn't been closed. True to my addiction, I gambled away another €1300 and requested closure again, along with a refund of my initial deposit. The account was finally closed, and the refund was forwarded to the relevant department. Since then, I've received no response and have been completely ignored.

I experienced the same situation with the identical provider "Pistolo", which has exactly the same terms and conditions, and Pistolo reimbursed me for my losses without any problems.

I am asking for support.

Guten Morgen,

ich habe bei Spinbara gespielt und bin leider spielsüchtig. Nachdem ich darum gebeten habe mein Account unwiderruflich zu sperren und ich den Wunsch nach Aufforderung noch einmal bestätigt habe via Mail, habe ich nach Tagen festgestellt, dass der Account nicht geschlossen war. So wie es in der Sucht ist, habe ich weitere 1300€ verspielt und erneut um Schließung gebeten und um Erstattung der getätigten Einzahlung nach erster Bitte um Schließung. Der Schließung ist endlich nachgekommen, die Erstattung wurde an das entsprechende Department weitergeleitet. Seitdem keine Antworten mehr und Ignoranz.

Gleiche Situation ist mir beim identischen Anbieter „Pistolo" widerfahren, welche exakt die gleichen AGBs haben und Pistolo hat mir anstandslos die Verluste erstattet.

Ich bitte um Unterstützung.

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 Joko888,

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 T&C's and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], 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.

To better understand the situation, please answer the following questions.

• When and how did you first request an account closure?
• You mentioned that you received a confirmation of this first request. Please forward the first requests along with the casino's response to [email protected].
• Also, please forward any other relevant correspondence between you and the casino to my email.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Good day,

You didn't quite understand me. I want a refund for my losses, which I incurred after requesting a suspension that was ignored. I had the same situation with Pistolo, who have the same rules and refunded my losses.

A user describes exactly the same situation in the link below, where she received a refund for her losses:

https://de.casino.guru/beschwerden/spinbara-casino-die-anfrage-zur-schlie%C3%9Fung-des-spielerkontos

I am requesting support and have sent further screenshots to the aforementioned email addresses.

Guten Tag,

Sie haben mich nicht ganz verstanden. Ich möchte meine Verluste zurückerstattet bekommen, welche entstanden sind, nachdem ich um Sperre gebeten habe, welcher nicht Folge geleistet wurde. Die gleiche Situation hatte ich auch mit Pistolo, die die gleichen Regeln haben, welche mir die Verluste erstattet haben.

Exakt die gleiche Situation schildert eine Nutzerin im unten stehenden Link, wo sie ihre Verluste erstattet bekommen hat:

https://de.casino.guru/beschwerden/spinbara-casino-die-anfrage-zur-schlie%C3%9Fung-des-spielerkontos

ich bitte um Unterstützung und habe an die genannte Emails weitere Screenshots geschickt.

Thank you for the clarification and for sending the additional information.

The key issue in assessing your complaint is determining whether your initial request to permanently close your account due to gambling addiction was handled appropriately and whether the casino allowed you to continue gambling after it should have taken effect.

To establish an accurate timeline, please forward the complete email threads relating to your account closure requests, including the casino's responses and any confirmation that your account had been closed. Please send the original email messages rather than screenshots so we can verify the email headers, dates, and timestamps.

Additionally, could you please confirm whether your account was eventually closed? If so, after your first request for permanent closure due to gambling addiction, when were you first able to deposit and gamble again? This information will help us determine which transactions took place after your self-exclusion request should have been enforced.

Hello,

I forwarded the entire history to your email address, explaining when I first requested a suspension and that I was still able to make deposits. Now I'm finally suspended there.

I need help with the refund.

Hallo,

ich habe den gesamten Verlauf an Ihre Email weitergeleitet und erläutert wann ich die erste Sperre beantragt habe und dass ich immer noch einzahlen konnte. Jetzt bin ich endlich dort gesperrt.

Ich bitte um Hilfe bei der Erstattung.

Dear Joko888,

Thank you for forwarding the email correspondence.

Unfortunately, the files you sent are screenshots rather than the complete email threads. As a result, I am unable to verify the email headers, dates, timestamps, and the full context of the communication. From what I received, I can only identify emails dated May 28 (your request to close the account), June 24 (the casino's response stating that the matter was being reviewed), and June 27 (the casino's rejection of your refund request).

Without the complete email threads, several important details remain unclear.

To properly assess your complaint, I need to establish an accurate timeline of the relevant events. Could you please clarify the following:

• On what date did you first request that your account be permanently closed due to your gambling addiction? Based on the emails you provided, the first mention of your gambling addiction appears in your email dated May 28. If you made such a request before that date, please forward the complete email thread.
• On what date did you make the approximately €1,300 in deposits and the subsequent gameplay after submitting your self-exclusion request?
• On what date did the casino finally close your account?
• Were there any additional communications between your initial self-exclusion request and the eventual account closure? If so, please forward those as well.

Regarding your reference to another complaint and your experience with Pistolo, please note that each case is assessed individually based on its own facts and evidence. My assessment will therefore focus solely on the timeline and documentation relating to your case with Spinbara.

I look forward to your clarification.

Hello,

Actually, the email correspondence was quite clear. I'll answer your questions here:

Date of initial application for closure: May 28, 2026

Deposit of €1300 after initial application: June 22-23, 2026

Actual closure of the account: June 23, 2026, after I requested closure once again.

There was no further communication between the first and second applications, except after the first application, where I was asked to confirm the closure. I have already sent you this confirmation.

Hallo,

eigentlich war der Mailverkehr eindeutig. Ich antworte hier einmal auf Ihre Fragen:

Datum des erstmaligen Antrags auf Schließung: 28. Mai 2026

Einzahlungen 1300€ nach ersten Antrags: 22.-23. Juni 2026

Tatsächliche Schließung des Kontos: 23. Juni 2026, nachdem ich noch einmal um Schließung gebeten habe.

Es gab zwischenzeitlich zwischen dem ersten und zweiten Antrag keine weitere Kommunikation, außer nach dem ersten Antrag, wo ich die Schließung bestätigen sollte. Dies habe ich Ihnen bereits zukommen lassen.

Dear Joko888,

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, Matej L., ([email protected]). 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,

Jean

Hello Joko888, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinbara 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 [email protected].

Thank you for your patience and cooperation in advance.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Spinbara Casino Team