Spinplatinum Casino - Запрос игрока на закрытие учетной записи игнорируется.

I created an account on December 22, 2025, and after making a few deposits, I contacted live chat to request that my account be closed and deleted due to gambling addiction. They forwarded me to the relevant customer support department. I emailed them, requesting that my account be deleted and blocked on December 22, 2025, due to my gambling addiction. Nothing happened. I sent further emails and continued making deposits. I contacted live chat again, informing them that no one was helping me and no one was responding to my emails. I was simply dismissed again, and they gave me the same email address once more.

I tried my luck again, but I'm waiting in vain for a reply.

Ich habe ein Konto am 22.12.25 erstellt und habe nach einigen Einzahlungen den Live-Chat kontaktiert , damit mein Konto aufgrund von Spielsucht geschlossen und gelöscht werden soll. Sie haben mich an den zuständigen kundensupport weitergeleitet. Ich habe denen eine E-Mail geschrieben und darum gebeten am 22.12.25 aufgrund meiner Spielsucht das Konto zu löschen und zu sperren. Es hat sich nichts getan. Ich habe weitere emails geschrieben und ich habe weiter eingezahlt. Ich habe den livechat wieder angeschrieben und denen mitgeteilt, dass mir keiner hilft und sich keiner auf meine Emails antwortet. Ich wurde wieder einfach Abserviert und mir wurde wieder die Email-Adresse durchgegeben.

Ich habe mei. Glück wieder versucht, aber ich warte vergebens auf eine Antwort.

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Dear andreastueker,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing, especially considering the seriousness of your request regarding gambling addiction.

To better understand your situation and proceed with the case, could you please clarify a few points?

• Did you receive any automated reply or confirmation email after contacting their support?
• Did you mention in every message that the closure request was specifically due to gambling addiction?
• Do you still currently have access to the account, or has it finally been blocked?

If you have screenshots or email communication showing the timeline of your requests, please feel free to forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I still have access to the account and there has been no response to my email. I inquired again via live chat and was assured that they would get back to me promptly.

I have now forwarded all the emails to them.

Hallo, ich habe noch immer Zugriff auf das Konto und es wurde überhaupt nicht auf meine Email reagiert. Habe nochmals beim livechat nachgefragt und mir wurde versichert, dass Sie sich zügig melden werden .

ich habe ihnen die ganzen emails jetzt weitergeleitet.

Dear andreastueker,

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 ([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.

Dear andreastueker,

I am sorry to hear about your problem with Spinplatinum Casino.

I will now try to contact a Spinplatinum Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spinplatinum Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Good morning,

Thank you !!

The account is still not blocked. I contacted live chat again, but nothing is happening. Live chat contacted the relevant department directly, but still nothing.

Currently, I'm claiming €1,620 that I want back.

Guten Morgen,

Vielen Dank !!

das Konto ist immer noch nicht gesperrt. Ich habe den livechat wieder kontaktiert . Aber es tut sich nichts. Der livechat hat die Fachabteilung direkt angeschrieben aber es tut sich nichts.

es geht aktuell um 1.620 € die ich zurück haben will.

Hello,

The account has now been blocked. I was still able to deposit money yesterday at noon, but today I can no longer log in.

Hallo,

Das Konto wurde jetzt gesperrt. Gestern Mittag konnte ich noch einzahlen und heute war der Login nicht mehr möglich

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.