Spin It Casino - Der Antrag des Spielers auf Löschung seines Kontos wurde nicht erfüllt.

Dear Casino Guru Team,

I have been working on my gambling addiction for the past few months, but unfortunately I relapsed today. The aforementioned casino sent me another promotional email, even though I requested in mid-December 2025 that my account be permanently deleted due to my gambling addiction. This has still not happened.

Unfortunately, I had a relapse today.

I am continuing to work on my gambling addiction.

However, I also see the casino as partly responsible; I had repeatedly pointed out that I suffer from a gambling addiction.

Could you please help me with the refund claim? I can gladly send you proof of the email correspondence.

Thank you in advance.

Liebes Casino Guru Team,

ich habe in den vergangenen Monaten an meiner Spielsucht gearbeitet, leider hatte ich heute einen Rückfall. Das o.g. Casino schickte mir erneut eine E-Mail mit Werbung, obwohl ich bereits Mitte Dezember 2025 darum gebeten hatte, mein Konto aufgrund einer Spielsucht, dauerhaft zu löschen. Bis heute ist dies nicht geschehen.

Leider hatte ich heute einen Rückfall.

Ich arbeite weiter an meiner Spielsucht.

Allerdings sehe ich auch das Casino mit in der Verantwortung, ich hatte mehrfach darauf hingewiesen, dass ich unter einer Spielsucht leide.

Können Sie mir bei der Rückforderung bitte helfen. Den Nachweis über den E-Mail Verlauf kann ich gern zusenden.

Vielen Dank im Voraus.

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If anything seems suspicious, contact us directly.

Stay safe.

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 the original account closure requests you sent to the casino (preferably emails, not just screenshots) since 14 December up to today, along with the casino’s responses, to veronika.f@casino.guru?
• Have you contacted the casino again with a request to close your account since 15 December, after realizing that it had not been closed?
• Have you tried reaching out to the casino through other communication channels, such as live chat, alternative email addresses, or social media?
• Have you completed the full KYC verification at this casino?
• Is your account still open, or has it been closed in the meantime?

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

Best regards

Veronika

Hello dear Veronika,

I assumed that my account would be deleted immediately once the request was submitted to the casino. Therefore, I didn't pursue it any further.

Only now, after receiving ads again, did I notice that the account is still active. Unfortunately, I've relapsed. I see my problem now.

A casino should also be committed to responsible gambling. Especially since it states that accounts are quickly closed after a complaint.

Unfortunately, I no longer have any proof - as the emails have already been deleted.

Best regards

sunny707

Hallo liebe Veronika,

ich bin davon ausgegangen, dass mein Konto sofort gelöscht wird, wenn die Anfrage an das Casino gestellt wird. Ich habe es somit nicht mehr weiter verfolgt.

Erst jetzt wo ich wieder Werbung bekommen habe, ist mir aufgefallen, dass das Konto noch aktiv wird. Ich bin leider rückfällig geworden. Ich sehe auch mein Problem.

Ein Casino muss sich aber doch auch für verantwortungsvolles Spielen sich einsetzen. Zumal angegeben wird, dass nach eine Anfrage, dass Konto schnell geschlossen wird.

Leider habe ich keine Nachweise mehr - da die E-Mails bereits gelöscht wurden.

Mit freundlichen Grüßen

sunny707

Hello Sunny707,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sunny707;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Sunny707,

Thank you for your message and for sharing your situation with us. I am truly sorry to hear about your relapse and understand how difficult this must be for you.

After carefully reviewing your case, I regret to inform you that we are unable to proceed further with the complaint. Unfortunately, since there is no available proof of your original self-exclusion request (such as emails, chat transcripts, or screenshots), we are not in a position to verify that the request was properly submitted to the casino. Without such evidence, we cannot fairly assess or challenge the casino’s actions.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Spin It Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Spin It Casino and keep me informed about any further developments. Thank you in advance.

If you manage to obtain any supporting evidence of your previous request, feel free to contact us again and we will gladly reassess the case.

I sincerely wish you the best in your recovery, and please take care.

Best regards,

Karla

Casino Guru

Dear Sunny707,

Thank you for providing the additional evidence. I have reviewed your screenshots and can see that you requested the permanent closure of your account due to gambling addiction in December 2025. Based on this, we will now reassess your complaint and contact the casino for their position.

Before proceeding, could you please clarify a few details:

Did you receive any response from the casino confirming your self-exclusion request?

Were you able to access your account at any point after submitting the request?

Did you make any deposits or play after your self-exclusion request and before receiving the recent promotional emails?

Thank you in advance for your reply.

Karla

Dear Karla,

The casino's response to my request was to ask if I was absolutely sure I wanted to close the account. I replied again. However, the account was never closed. I assumed it had been closed. I tried hard not to relapse – I never attempted to access the account. Upon receiving this promotional email, I relapsed and logged back in. After my self-exclusion request and the email, I didn't gamble. Unfortunately, the promotional email triggered my relapse, and I was unable to stop the process.

I am currently gambling-free again (and working to keep it that way). My account at the casino has now been closed.

I also recognize my part in the situation, but I believe that the casino (as it advertises) is committed to responsible gambling. How is it then possible that they ask again in the initial email whether I really need to close my account, and that the process takes so long?

Why isn't there an option to close the account immediately (without delay)?

Best regards

sunny707

Liebe Karla,

die Antwort vom Casino auf meinen Antrag war - ob ich mir wirklich sicher bin, dass ich das Konto schließen will. Dies habe ich erneut beantwortet. Daraufhin wurde das Konto aber nie geschlossen. Ich bin davon ausgegangen dass mein Konto geschlossen wurde. Ich war bemüht nicht wieder rückfällig zu werden - ich habe nie versuch auf das Konto zuzugreifen. Mit Erhalt dieser Werbungs-E-Mail wurde ich rückfällig und habe mich wieder eingeloggt. Nach meiner Selbstausschlussanfrage und der E-Mail habe ich nicht gespielt. Aufgrund der Werbe E-Mail wurde ich leider rückfällig und konnte den Prozess nicht stoppen.

Mittlerweile bin ich aktuell wieder spielfrei (und arbeite daran, dass es so bleibt). Mein Konto bei dem Casino wurde nun mittlerweile geschlossen.

Ich sehe auch meinen Anteil an der Situation, aber ich bin der Meinung, dass das Casino (womit es auch wirbt) sich für verantwortungsvolles Spielen einsetzt. Wie kann es dann sein, dass man auf die erste E-Mail nochmal fragt, ob man wirklich das Konto schließen muss und das der Prozess so lange dauert.

Wieso gibt es nicht die Möglichkeit das Konto sofort (ohne Verzögerung) zu schließen.

Liebe Grüße

sunny707

Dear Sunny707,

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, Martin L., (martin.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,

Karla Mayfly

Hello Sunny707,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

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.

Dear Sunny707, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Additionally, as is now apparent from the casino's website, their project will be closing soon. In this case our options to help are extremely limited and the only other option seems to be contacting Curacao Gaming Authority through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of further help.

Martin