Spinrise Casino - Spelarens begäran om kontostängning ignorerades.

On December 31, 2025, I informed the provider three times via email that I have a problematic, gambling-related gambling behavior and unequivocally requested that my account be blocked. I also pointed out that any delay or failure to comply would constitute a violation of player protection obligations.

Despite these notifications, my account was not blocked. I was able to continue playing, resulting in financial losses of €1,732 that could have been avoided if my account closure request had been properly processed.

I request your support in enforcing my claim for reimbursement of losses incurred after December 31, 2025.

Best regards

Peter

Am 31.12.2025 habe ich dem Anbieter dreimal per E-Mail mitgeteilt, dass ich ein problematisches, spielsuchtbezogenes Spielverhalten habe, und die unmissverständliche Aufforderung zur Kontosperre ausgesprochen. Ich habe zudem darauf hingewiesen, dass eine Verzögerung oder Nichtumsetzung einen Verstoß gegen die Spielerschutzpflichten darstellt.

Trotz dieser Mitteilungen wurde mein Konto nicht gesperrt. Ich konnte weiterhin spielen, wodurch mir finanzielle Verluste in Höhe von 1.732 € entstanden sind, die bei ordnungsgemäßer Umsetzung meiner Sperranfrage hätten vermieden werden können.

Ich bitte Sie um Unterstützung bei der Durchsetzung meiner Forderung auf Erstattung der nach dem 31.12.2025 entstandenen Verluste.

Mit freundlichen Grüßen

peter

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Stay safe.

Dear Petera,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@spinrise.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@spinrise.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

I have forwarded the submitted account closure requests to your email address.

My account is still not blocked.

Ich habe die gesendeten Kontoschließungsanträge an Ihre E-Mail Adresse weiter geleitet

mein Konto ist immer noch nicht gesperrt

Dear Petera,

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 (matej.l@casino.guru). 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,

Kristina

Hello Petera, 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 matej.l@casino.guru.

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 Petera,

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