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 veronika.f@casino.guru.

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 (igor.p@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,

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.

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.

Dea Igor,

We have sent an email to you attached with evidences. We kindly request you to please check them,

We are looking for ward for your update.

Kind regards,

Spinbara Casino team.

Dear Spinbara Casino,

Thank you for your email and the evidence provided.

Upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Therefore, the player should be eligible for a refund of their deposits.

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 Igor,

We have sent further explanation via email.

We are looking forward for your update.

Kind regards,

Spinbara Casino team.

Dear Spinbara Casino,

Thank you for your email.

However, could you please comment on the fact that the player was informed that their balance would be voided during the self-exclusion process?

As I have mentioned before, this is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Hello,

I would also like to emphasize, ladies and gentlemen, that my primary concern is the self-exclusion situation. Specifically, the situation in which I requested self-exclusion and instead received incentives to continue playing and bonuses. Of course, as someone who noticed signs of a gambling problem, I entered these offers. This meant losing further significant funds. In summary, such behavior is immoral, and the last message from Spinbara was "threatening," stating that gambling is illegal in many countries. I'll leave this for your own analysis. However, the attempt to "intimidate" and the immoral treatment of someone who talks about gambling addiction is dramatic. And the very fact that it has been going on for so long confirms my assessment. I am still demanding a refund of the funds I paid because of my first self-exclusion request. I could demand compensation for the losses I have suffered, both emotional and financial.

Witam,

Chciałabym też zaznaczyć drodzy Państwo, że przede wszystkim mój problem dotyczy sytuacji samowykluczenia. Dokładnie sytuacji w której prosiłam o samowykluczenie, a zamiast tego otrzymywałam zachęty do dalszej gry, bonusy. Oczywiście jako osoba, która zauważyła u siebie oznaki problemy z hazardem weszłam w te oferty. Co związane było że strata kolejnych znaczących środków. Podsumowując takie zachowanie jest nie moralne, a ostatnia wiadomość od Spinbary była " grożąca", mówiąca o tym, że w wielu Panstwach gra jest nielegalna. Co zostawiam do własnej analizy. Natomiast próba " zastraszania, nie moralne traktowanie osoby mówiącej o uzależnieniu od hazardu jest dramatyczna. A sam fakt, że tak długo to trwa potwierdza moja ocenę. I nadal domagam się zwrotów środków wpłaconych bo 1 prośbie o samowykluczenie. Mogłabym domagać się zadość uczynienia, za straty które poniosłam zarówno te emocjonalne, jak i finansowe.

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 All,

We would like to confirm that we are currently working internally into the details of the case.

Our team is reviewing the necessary information, and we will provide a reply as soon as possible.T

hank you for your patience and understanding.

Best regards,

Spinbara Casino Team

Dear Spinbara Casino,

Thank you for your response, and please inform us when there is any update regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Dear Igor,

We have sent an email with an additional explanation along with the evidences attached for further review.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much for an additional extension. 

We are looking forward for your update.

Kind regards,

Spinbara Casino team.

Dear Spinbara Casino,

Unfortunately, I have not received any email from you.

Please make sure that you are using the correct email address: igor.p@casino.guru

Dear Igor,

We sincerely apologies for any misunderstanding and thank you for informing us for not receiving our email. We have re-sent it to the correct email address.

We are looking forward for your update.

Kind regards,

Spinbara Casino team.

Dear WeronikaNNN,

After reviewing the evidence provided by the casino, I would like to ask whether the three messages below are your earliest attempts at self-exclusion.

1 self-exclusion message from October 25, 2025, then a WhatsApp message from the caregiver. I provided screenshots and this is what you sent. That's correct.

1 wiadomość o samowykluczenia z 25.10.2025r, potem wiadomość na watshapie od opiekunki screeny dostarczyłam i tak to co Pan wyslalm. Zgadza się.

Dear Spinbara Casino,

Could you please also comment on the fact that the player requested self-exclusion on 25/10 by replying to one of your earlier conversations?

Thank you in advance for the provided information.

Hello, I am sending you the confirmation I received on October 27th from the casino, invalidating my request and trying to give me a bonus.

Witam przesyłam potwierdzenie ktore dostałam z dnia 27.10 od kasyna, unieważniając moja prośbę i próbując dać mi bonus

Dear Igor,

Upon reviewing the screenshot you had shared earlier on Casino Guru thread on 15th January 2026. 

Please note, after using translation it is only showing mentioned self exclusion and no specific gambling addiction was mentioned in this email from the screenshot (Attached the translated version). Only self exclusion can be vague. When player only mentions self exclusion, it cannot confirm if player wants to take a break or a permanent closure. 

Only on 30th October 2025, player mentioned suffering due to gambling addiction. 

We are looking forward to your update.

Kind regards,

Spinbara Casino team.

What Spinbara is doing is very wrong, so I will highlight the clear response from Spinbara's manager in yellow. "Application to close the account.

To co robi Spinbara jest bardzo nie ok, a więc podkresle wyraźna odp managera Spinbary na żółto. " wniosek o zamknięcie konta.

And in green: "thank you for sharing the reason for your decision to LEAVE.

The entire situation is very clear to me, and I don't demand much, just a little honesty regarding my decision to close my account, which was not respected, and additionally, increased in-game bonuses, which resulted in the loss of significant financial resources. I am very sorry that the resolution process is taking so long.

I succeeded and found the message:

A na zielono: " podziekowa ie za podzielenie się przyczyną decyzji o ODEJSCIU.

Cała sytuacja jest dla mnie bardzo jasna i nie wymagam, wiele, jedynie drobnej uczciwości związanej z moją decyzja o zamknięcie konta, która nie została uszanowana, a dodatkowo wzmocnione bonusy w grze co sprawiło utratę znaczących dla mnie środków finansowych. Jest mi bardzo przykro, że proces rozwiązywania trwa tak długo

Udało mi się i znalazłam wiadomosc:

Dear WeronikaNNN,

According to one of the screenshots you provided earlier in the email, you received a promotional offer from your VIP manager on 27/10.

Is this the in-game bonus you are referring to?

Were you receiving similar offers before? If yes, how often?

I received it on 10/27 and it was a response to my self-exclusion request from 10/25 screenshot in the previous message.

Otrzymałam 27.10 i to była odpowiedz na moja prośbę o samowykluczenie z 25.10 zrzut w poprzedniej wiadomości.

Dear Spinbara Casino,

Could you please provide me with the document showing all of the player’s deposits made from 27/10 until the account was 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.

Dear Igor,

We have sent another email along with the evidences which shows the player only informed us regarding her suffering due gambling addiction on October 30, 2025.

Therefore, we have attached the deposit history via email showing all deposits made by the player from October 31, 2025 till November 18, 2025, the day, the account was closed.

We are looking forward for your update.

Kind regards,

Spinbara Casino team.

Dear Spinbara Casino,

Thank you for your email and further explanation.

Dear WeronikaNNN,

According to the evidence provided by the casino, the first request in which you clearly stated a gambling problem was made on 30/10.

Therefore, you should be eligible only for a refund of the deposits made after this request.

Additionally, the total amount deposited by you after 30/10 should be 3,385 PLN.

Is this amount correct? Would you like to comment on this or ask any questions?

The casino is ready to proceed with the refund.

The photos I sent clearly show the message from October 25th asking me to close my account.

However, this case has been dragging on for so long that I will be happy with the amount of PLN 5,000.

Ze zdjec która przesłałam jasno wynika wiadomość z 25.10 ze proszę o zamknięcie konta.

Natomiast sprawa ta ciągnie się tak długo, ze będę zadowolona z kwoty 5000zl

Dear WeronikaNNN,

Please note that on 25/10 you requested self-exclusion but did not mention any gambling problem or struggle.

In an ideal scenario, support would proactively ask for clarification regarding such a request and its meaning.

Therefore, there is no clear fault on either your side or the casino’s side.

However, I have contacted the casino via email regarding your suggestion and will let you know once there is any update.

Dear Igor,

We are writing to clarify our position regarding the requested refund. Our liability is limited to the deposits made between October 31 and November 18, 2025, which total: 3,385 PLN.

Based on the evidence provided, we are prepared to refund only the amount deposited after the initial Gambling addition was clearly specified. This encompasses all transactions within the specified period of October 31 to November 18, 2025. [3,385 PLN.]

If WeronikaNNN wishes to proceed with the amount of 3,385 PLN, then we kindly suggest her to send the following necessary bank details to support@spinbara.com so that we may process the payment accordingly.

• Full Name (please include all names including middle names) : 

• E-mail : 

• Bank Account’s Owner name : 

• IBAN/Account no. : 

• Bank Name : 

• Bank location (Country) :

• SWIFT/BIC :

We trust that this information will assist in clarifying the matter.  

We are looking forward to your update.

Kind regards,

Spinbara Casino team.

I have sent the transfer details to the email address provided.

Na podany adres mailowy przesłałam dane do przelewu.

Dear Spinbara Casino,

The player has sent you their bank details via email.

Please check them and let us know when the refund will be processed on your side.

Dear WeronikaNNN,

We would want to inform you that the IBAN provided was incorrect. Therefore, we kindly suggest you to please resend the correct IBAN details for us to proceed further accordingly.

We are looking forward to your update.

Kind regards,

Spinbara Casino team.

Hello,

The account number provided, after verification, is 100% correct. I don't understand the problem?

Witam,

Podany numer konta po sprawdzeniu, jest 100% prawidłowy. Nierozumiem problemu?

It was probably my mistake, the 2nd letter was missing, I sent the number again.

Prawdopodobnie to jednak mój błąd zabrakło 2 litej PL, przesłałam numer jeszcze raz.

Dear Spinbara Casino,

The player has sent you their bank details again.

Please let us know when the refund will be processed on your side.

Dear WeronikaNNN,

Thank you for providing the requested information. We have forwarded your bank details to the relevant department to process your request as quickly as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Spinbara Casino team.

Dear Spinbara Casino,

Thank you for informing us that the information has been forwarded to the relevant department.

Please let us know once the refund has been processed on your side.

I have a question: when can I expect the transfer? It's taking quite a while...

Mam pytanie, kiedy mogę liczyć na przelew? Trwa to dość długo...

Dear WeronikaNNN,

We are pleased to inform you that your manual withdrawal of 3,385 PLN has been successfully processed, and the funds were dispatched from our end on February 19, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

Spinbara Casino team.

Hello,

I will inform you when the funds are in my account.

Regards

Witam,

Poinformuję Państwa jak środki będą na moim koncie.

Pozdrawiam

I just checked my account balance and everything is correct.

The transfer has been transferred to my account.

Thank you.

First of all, I would like to thank Guru Casino for their support and help, because without them I would not have received this amount.

Regards

Przed chwilą sprawdziłam stan moje konta i wszystko się zgadza.

Przelew został przekazany na moje konto.

Dziekuje.

Dziekuje przede wszystkim Guru Casino za wsparcie i pomoc, bo bez tego nie otrzymałabym tej kwoty.

Pozdrawiam

Dear Spinbara Casino,

As I have mentioned before, the player should never be "threatened" that their balance will be voided upon a self-exclusion request.

In the email you forwarded to me, you mentioned that according to your policy and point of view, you believe the player is not eligible for a refund. Therefore, there is a high chance that this case would not have been successfully resolved without our involvement.

For this reason, I will mark this complaint as "Publicity Helped", not "Resolved."

We strongly advise you to change the way you respond to self-exclusion requests, especially those coming from players with gambling problem.

Dear WeronikaNNN,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P