Spirit Casino - Запрос игрока на закрытие аккаунта игнорируется.

I requested the closure of my account several times, but received no response. Unfortunately, I continued playing and lost because I have an addiction problem.

Ich habe mehrere Male um Schließung meines Contos gebeten. Aber keine Antwort erhalten. Leider habe ich weiter gespielt und verloren da ich ein Suchtproblem habe.

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 claudi3110,

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).

Have you mentioned addiction or gambling problems in any of your account closure requests? In the screenshots you submitted with your complaint, you only mentioned losses and that playing is no longer fun. We cannot consider these reasons as valid self-exclusion requests. If you have any conversations where you mentioned addiction and requested your account to be closed, kindly forward them to me, along with the casino's responses, at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello!

If I send the casino 10 emails asking them to close my account because I've already suffered significant losses, including through chat support, and yet I continue to play, it's obvious I have an addiction problem! Who readily admits that? The casino hasn't responded to me to this day and never asked why I want to close my account!

Best regards, Claudia

Hallo!

wenn ich an das Casino 10 Mails sende und bitte mein Konto zu schließen da ich schon große Verluste habe, auch im Chat und trotzdem weiterspiele ist es doch offensichtlich dass ich ein Suchtproblem habe! Wer gibt das schon gerne zu? Das Casino hat mir bis heute nicht geantwortet und nie gefragt warum ich mein Konto schließen möchte!

liebe Grüße Claudia

The casino still hasn't closed my account, even though I wrote that I've already suffered significant losses!

Das Casino schließt mein Konto noch immer nicht, obwohl ich geschrieben habe, dass ich bereits große Verluste habe!

Thank you for your responses. From the screenshots you uploaded to our website, it seems that you mentioned a gambling problem in your last message to the casino only. Have you received any response from customer support regarding this most recent request? If so, kindly forward it to me at [email protected]. Has the casino closed your account in the meantime?

Hello!

No, I haven't received a reply.

Hallo!

Nein ich habe keine Antwort erhalten

Dear claudi3110

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 ([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,

Veronika

Thanks

Danke

Hello claudi3110, 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 Spirit 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.

Hello Matej and claudi3110,

Thank you for raising this matter. We have reviewed the complaint and the account history carefully.

We would like to confirm that the player’s account was closed following the player’s own request, which was related to problematic gambling. The request was processed in line with our internal procedures, and the account closure was completed accordingly.

We always aim to handle such requests with due care and in accordance with the applicable responsible gaming principles and internal policies. Based on our review, we do not see any irregularities or violations on our side, and the request was handled properly and within a reasonable timeframe.

Dear Spirit Casino, thank you for looking into this matter for us. Much appreciated. Can you please let me know what was the date the account was closed? Thank you.

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 mentioned several times in the chat that I have an addiction problem, and no one ever reacted! It's unbelievable how this casino cheats and lies!

Ich habe im Chat mehrmals erwähnt dass ich ein Suchtprobleme habe und es wurde nie reagiert! Es ist unfassbar wie dieses Casino betrügt und lügt!

Hello!

The account was closed on 09.12 following the player's request due to gambling issues. No deposits have been processed since the date of that request.

Dear Spirit Casino, thank you very much for the response. Could you please confirm, the account has been closed permanently, with no option for reopening, and marked with the notes about player's gambling addiction?

Additionally, I would like to ask if player's account balance at the time of closure has been above 0, and if so, if it has been returned to the player or voided. Thank you very much.