Spinbara Casino - Das Spielerkonto sollte aufgrund eines Selbstausschlusses geschlossen werden.

Hello

I've had a problem with this casino for a while now. After depositing over 20,000 PLN, I wanted to quit because, first, I felt cheated, and second, I lost control of my gambling. Three weeks ago, I submitted a self-exclusion request. In response, I received a cash voucher. I repeated the request to block my account because I lost my account and played even though I promised myself I wouldn't. Since the request, I've deposited over 10,000 PLN. Please help me recover this money and block my account. Their behavior is very unfair.

Witam

problem z tym kasynem mam od dłuższego czasu po wpłacie ponad 20 000zl chciałam zrezygnować ponieważ raz, że czułam się oszukana, a dwa, że straciłam kontrolę nad hazardem. 3 tygodnie temu Złożyłam wniosek i prośbę o samowykluczenie, w odp otrzymałam bonu pieniężny na grę, ponawialam prośbę o zablokowanie ko ta ponieważ straciłam ko trole i grałam mimo, że obiecałam sobie, że nie będę. Od momentu prośby do dnia dzisiejszego wpłaciłam ponad 10 000. Proszę o pomoc w odzyskaniu tych pieniędzy i zablokowanie mojego konta. Ich posrawa jest bardzo nie uczciwą

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Dear WeronikaNNN,

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).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear WeronikaNNN,

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.

Thank you for your emails. Could you please forward me the full response you received from the casino on 30 October, when you mentioned gambling-related problems for the first time? I would prefer you send me the original emails instead of just screenshots. Thank you for your cooperation.

Thank you for your emails. Please note that it's important to respond to the complaint thread as well, so that your case can be investigated quicker.

Is your account currently still open? If it's closed, please specify when exactly the casino closed it.

When exactly did you send the first email in which you specifically mentioned gambling problems as your reasons for self-exclusion?

Dear WeronikaNNN

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.

Kind regards,

Veronika

Dear WeronikaNNN,

I am so sorry to hear about your problem with the Spinbara Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinbara Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinbara Casino,

Could you comment on the situation?

Thank you in advance for providing the information.