Spinboss Casino - После запроса на закрытие аккаунт игрока остаётся открытым.

I emailed the casino on May 26th requesting they close my account. Unfortunately, nothing happened. On June 13th, I sent another email asking them to delete it immediately for their own protection. Again, the account remained open. I lost €800 during this period. Is there any way to get this money back since they didn't close my account?

Best regards

Ich habe dem Casino am 26.05 eine E-Mail geschickt das sie mein Konto schließen sollen. Leider passierte nix.. am 13.06 habe ich wieder eine E-Mail hingeschickt bitte der bitte Zwecks Selbstschutz unverzüglich zu löschen. Wieder blieb das Konto offen. Ich verspielte in dem Zeitraum 800 Euro. Besteht eine Möglichkeit das Geld wieder zubekommen da sie mein Konto nicht geschlossen haben?

Mit freundlichen Grüßen

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 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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila

The first email only contained a simple account closure request. In the second, I requested immediate closure for my own protection due to an addiction problem. I apparently received a reply asking if I wouldn't prefer to just take a break, but this ended up in my spam folder and I only read it later.

Die erste E-Mail beinhaltete nur eine einfache Kontoschließung. In der zweiten bat ich wegen Selbstschutz eine unverzügliche Schließung wegen Suchtproblem . Ich hatte wohl eine Antwort bekommen ob ich nicht lieber nur eine Pause machen möchte.. diese landete aber im Spam Ordner und habe sie erst später gelesen..

The account is still open... I also think that if I write "immediately for self-protection," then there's no need to reply to emails asking if I wouldn't rather take a break...

Das Konto ist immer noch geöffnet... Ich bin auch der Meinung wenn ich schreibe unverzüglich wegen Selbstschutz, dann müsste man keine E-Mail mehr beantworten ob ich nicht lieber eine Pause einlegen wollen....

Thank you for your response. Could you please forward your correspondence directly to my email, rather than providing them as screenshots? You can reach me at [email protected]. Additionally, I would like to inquire whether you currently still have access to your account. Could you please let me know when was the last time you made a deposit at this casino?

Thank you for your cooperation.

Dear Pallmall1904,

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.

Hello Pallmall1904,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru