Spinrise Casino - Запрос игрока на самоисключение игнорируется.

Dear casino guru

I have already wrote a complaint also to the Curaçao Gaming Control Board,

I am filing a formal complaint against Spinrise Casino (operated by Hollycorn N.V.) regarding a violation of responsible gambling obligations.

On 08/07/2025 I contacted Spinrise Casino via email to request self-exclusion due to gambling addiction. Despite multiple follow-up requests, the casino failed to act. My account remained active, and I continued to lose money. I have begged them to close my account and let me self exclude as every other account I had with other casinos would let me self exclude for the maximum years . This has taken a toll on my mental health they will not let me self exclude but instead offer me more promotions.

Name: [hidden by Casino Guru]

Casino username/email: [hidden by Casino Guru]

Date of first self-exclusion request: 08/07/2025

Evidence: all pictures attached 

Amount deposited/lost over €5000

Spinrise Casino’s refusal to process my self-exclusion request violates Curaçao licensing obligations and responsible gambling protections.

I respectfully request that the Curaçao Gaming Control Board:

Enforce my permanent self-exclusion from Spinrise Casino.

Assist me in recovering funds deposited after my first self-exclusion request.

Thank you for your attention to this serious matter.

Sincerely,

[personal information hidden by Casino Guru]

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.

Could you please forward me the entire email communication between you and the casino regarding the self-exclusion of your account? My email address is [email protected]. Please make sure to include the original messages, not just screenshots.

Has the casino responded to any of your requests?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika,

Hope you`re doing well!

The player repeatedly contacted the VIP manager via messenger with a request to close the account. Each time we explained that, as a licensed casino, we are obliged to document all communications and therefore asked to send official requests exclusively by email.

As soon as the player wrote about closing the account for a certain reason, she immediately continued playing, and the situation reached the point of withdrawing funds. After creating a withdrawal request, the player demanded immediate processing, and when trying to recall the winnings, she claimed that there was a "glitch" on the site and that he could no longer win.

As a result, her initial requests to close the account lost their relevance. The VIP manager, responding to such requests, offered to set restrictions. After this, the player stopped responding to communications, but continued playing.

Later, the player began to refer to the "glitch" and to the alleged ignoring of his letters about closing the account. In practice, communication was conducted, but the player's responses were formal and uniform. Moreover, his latest messages look like they were automatically generated (by the ChatGPT service), which indicates the absence of a real dialogue.

Conclusion: the player avoids constructive communication, repeatedly changes her position (close the account / withdraw / recall / close again), and also spams with repetitive messages.

Best Regards,

Spinrise Team

I am extremely concerned by your response, which misrepresents the reality of this situation.

I repeatedly requested that my account be closed due to gambling-related harm. Each time, instead of taking immediate action, you placed the burden back on me to "officially" email you, while continuing to allow me full access to gamble. This is entirely unacceptable.

It should be obvious that when a player discloses addiction, they may still continue playing if the operator fails to intervene. That is exactly what happened here: I kept playing because you ignored my clear requests to close my account and failed to protect me when I was vulnerable. Under responsible gambling regulations, this is a breach of your duty of care.

The argument that my requests "lost relevance" because I kept gambling is deeply flawed. Continuing to play is not evidence of consent — it is evidence of addiction. Your responsibility was to step in and close my account, not exploit my vulnerability.

Instead of safeguarding me, your VIP team even suggested "restrictions" and offered incentives to keep me active. This is predatory behaviour that directly contradicts your obligations under licensing and consumer protection regulations.

To be clear:

I disclosed my gambling addiction and asked for account closure.

You ignored those requests and failed to act in line with regulatory requirements.

By allowing me to continue gambling, you exploited my addiction rather than protecting me.

I will be escalating this matter to the relevant regulatory authorities, as your handling of my case demonstrates a clear breach of safer gambling responsibilities.

Sincerely,

Shauna

Thank you very much, Shau, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Shau, 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 [email protected].

Thank you for your patience and cooperation in advance.

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

Dear Shau,

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

We’ve reopened this complaint at the request of Shau, as the player's account is still open and marketing communication is being sent, despite promises of closure. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Matej,

Thank you for contacting us!

We would like to inform you that the player's account has been closed.

Thank you for your cooperation!

Best Regards,

Spinrise Team

Dear Spinrise Casino, can you confirm the account has been marked as "gambling addict, never reopen" and has been closed permanently and all the marketing communication has ceased both via e-mail and phone? Also, has any balance been confiscated upon closure or were any deposits and withdrawals made since 26th July until this account closure?

If needed, please feel free to send me cashier history or any sensitive information via e-mail at [email protected]. Thank you.

Dear Matej,

Thank you for contacting us!

Please be advised that the player’s account has been closed permanently and cannot be reopened.

Thank you for your cooperation!

Best Regards,

Spinrise Team

Thank you for the confirmation! Can you please let me know if any deposits and withdrawals were made between 26th July until this account closure? If so, you can send me the cashier history at [email protected] and I would like to ask if you will be willing to consider refunding the difference. Thank you.

Dear Matej,

Thank you for your follow-up and for giving us the opportunity to clarify this matter.

Account status and responsible gambling measures

• The player’s account has been permanently closed and marked in our system as "gambling addict — never reopen."
• All marketing communications have been fully deactivated.
• Spinrise Casino follows internal procedures aligned with licensing requirements to ensure that all responsible gambling and self-exclusion requests are properly verified and documented through official channels.

Clarification of the situation

• The player contacted our team on several occasions through different channels, including email, regarding account closure.
• Each request was acknowledged, and our team provided guidance on the available options in accordance with responsible gambling procedures.
• During this period, the player continued to access the account, make deposits, and request withdrawals, which were processed normally.
• Once a formal and verifiable closure request was received, the account was permanently closed and flagged as non-reopenable.

Information provided

 As requested, we will share the cashier history for the period from 26 July until the date of account closure to [email protected] for reference.

Regarding the financial aspect

 Following a thorough internal review of all account activity, we can confirm that all gameplay and transactions were processed correctly and in full accordance with our Terms & Conditions and regulatory obligations.

 There were no irregularities identified that would warrant any further financial adjustments.

 All deposits, wagers, and withdrawals took place prior to the confirmed account closure and were completed legitimately.

We remain committed to transparency and responsible gambling standards, and we appreciate your understanding and cooperation in bringing this case to its final resolution.

Best regards,

Spinrise Team

I would like to thank the Spinrise Team for detailed explanation and confirmation of the self-exclusion procedure being finished. Much appreciated. Once I receive the detailed cashier history, we can assess the refund situation correctly and I will post an update here as well.

Dear Matej,

Thank you for your follow-up!

We have sent you all the documents concerning this case and look forward to receiving your feedback.

Thank you for your kind cooperation.

Kind regards,

Spinrise Team

I would like to thank the Spinrise Casino for clarification. I have responded to your latest message. Once I hear back, I believe we will be able to close this complaint and I will post a recap in this thread.

Dear Matej,

We hope this message finds you well.

We have submitted all the necessary information regarding this case and are currently awaiting your feedback.

Thank you for your continued cooperation.

Kind regards,

Spinrise Team

Unfortunately, regarding the refund request and player safety concerns, seems like we are unable to find common ground with Spinrise Casino. This has been escalated on my side, and I will provide further details both here and via e-mail shortly.

I have messaged the Spinrise Casino team one more time, in hopes of finding the common ground. Once I hear back, I will provide detailed explanation and I believe this case will be closed.

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.

I am happy to announce that after the internal call and very productive conversation with the casino representatives, SpinRise has reconsidered their stance and decided to proceed with the refund. Since the account has been closed and marketing messages ceased already, I would like to ask Shau to let us know once the refund has been received, so I can close this complaint as resolved. Thank you. :)

Dear Shau,

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

Dear Shau,

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