Spinbara Casino - Das Spielerkonto wurde ohne Zustimmung geschlossen und wieder geöffnet.

Hello,

I am contacting you because I am not receiving a satisfactory response from the casino and I need support.

On February 1, 2026, I first requested the suspension of my account via email, explicitly mentioning my gambling addiction. At the same time, I requested that I no longer receive any advertising emails or text messages.

I submitted this request again on February 2nd and February 4th, 2026.

From February 12, 2026 onwards, I was no longer able to log in; my account was apparently blocked/verified. Nevertheless, I continued to receive advertising SMS messages and emails.

These repeated advertising messages tricked me into logging in again. Eventually, I was able to log in again, even though my account was supposed to be locked. During this time, I lost €1250.

I then contacted them again via email, both through live chat and by email. In the meantime, I even had to change my email address because Spinbara was unable to send me emails.

On March 19, 2026, the demand was again made for a refund, as well as a permanent account closure and an end to the advertising SMS.

I was then informed that there had been a technical error that reactivated some accounts. My account was subsequently blocked again. Nevertheless, I continue to receive promotional messages.

Since then, I have regularly inquired about the status of the refund, but I am always put off.

I therefore request support in enforcing my claim for a refund of €1,250 and in definitively preventing any further advertising contact.

Thank you.

Hallo,

ich wende mich an euch, da ich vom Casino keine zufriedenstellende Rückmeldung erhalte und Unterstützung benötige.

Am 01.02.2026 habe ich erstmals per E-Mail die Sperrung meines Kontos beantragt und dabei ausdrücklich auf meine Spielsucht hingewiesen. Gleichzeitig habe ich verlangt, keine Werbe E-Mails oder SMS mehr zu erhalten.

Am 02.02. sowie am 04.02.26 habe ich diese Anfrage erneut gestellt.

Ab dem 12.02.2026 konnte ich mich nicht mehr einloggen, mein Konto wurde offenbar gesperrt/geprüft. Dennoch habe ich weiterhin Werbe-SMS und E-Mails erhalten.

Durch diese wiederholten Werbenachrichten wurde ich erneut zum Einloggen verleitet. Schließlich war ein Login wieder möglich, obwohl mein Konto gesperrt sein sollte. In dieser Zeit habe ich 1250€ verspielt.

Ich habe daraufhin erneut Kontakt per Mail aufgenommen, sowohl per Live Chat und per Mail. Zwischenzeitlich musste ich sogar meine E-Mail ändern, da von Spinbara keine Zustellung per Mail an mich möglich war.

Am 19.03.26 erneut die Forderung, nach einer Rückerstattung sowie einer endgültigen Kontosperrung und Unterlassung der Werbe-SMS.

Daraufhin wurde mir bestätigt, dass es einen technischen Fehler gab, durch den einige Konten wieder freigeschaltet wurden. Mein Konto wurde danach erneut gesperrt. Dennoch erhalte ich weiterhin Werbe Nachrichten.

Seitdem frage ich regelmäßig nach einem Stand der Rückerstattung, werde aber immer vertröstet.

Ich bitte daher um Unterstützung bei der Durchsetzung meiner Forderung auf Rückerstattung der 1.250€ sowie bei der endgültigen Unterbindung jeglicher Werbekontakte.

Vielen Dank.

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinbara Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, thank you for your quick response.

I currently have no access to my account (see screenshot of email).

I believe it's KYC, but I'm not entirely sure anymore. I've been able to withdraw money in the past.

I sent you the first email on February 1st, 2026. My account was blocked or under review from February 12th onwards.

As mentioned, I had to change my email address; if you still need emails regarding this, please let me know.

Thank you in advance.

Hallo, danke für Ihre schnelle Rückmeldung.

Aktuell habe ich keinen Zugriff auf mein Konto (siehe Screenshot E-Mail)

KYC glaube ich schon, bin mir aber nicht mehr sicher. Ich konnte in der Vergangenheit auch Geld auszahlen lassen.

Die erste E-Mail vom 01.02.2026 habe ich Ihnen geschickt. Ab dem 12.02. (war mein Konto gesperrt, bzw. wurde geprüft)

Wie schon erwähnt musste ich meine E-Mail Adresse ändern lassen, sollten Sie hierzu noch E-Mails benötigen. Geben Sie gerne Bescheid.

Vielen Dank vorab.

Dear Jess1234,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

I sent you the screenshots via email.

2 screenshots before my account was first blocked and 2 screenshots after my account was reactivated.

Should more be needed, I can gladly send them.

Thank you.

Hallo Attila,

die Screenshots habe ich Ihnen per E-Mail geschickt.

2 Screenshots vor der 1. Sperrung meines Kontos und 2 Screenshots, nachdem mein Konto wieder aktiviert wurde.

Sollten mehr benötigt werden, kann ich diese gerne zuschicken.

Vielen Dank.

Today I tried again to get a response to my email/refund request via live support.

But here I've been getting the same excuse for over 3 weeks.

They couldn't tell me how long it would take. Apparently, it's been submitted to the department and is being reviewed, and they'll get back to me as soon as possible.

But nobody is getting in touch.

Ich habe heute mal wieder versucht über den Live-Support eine Antwort zu meiner E-Mail/Rückerstattung zu erhalten.

Hier werde ich aber seit über 3 Wochen mit dem selben Text vertröstet.

Sie können mir nicht sagen, wie lange es dauert. Es liegt angeblich der Abteilung vor und wird geprüft und sie würden sich schnellstmöglich melden.

Aber melden tut sich keiner..

Dear Player, thank you for your response and for the evidence provided. Do I understand correctly that the most recent deposits into your casino account were made on February 2nd?

Thank you in advance for your reply.

Hello,

No, the last deposit was on March 19th.

I had attached several screenshots.

February 1st - first email block -> gambling addiction

Account blocked from approximately February 12th (under review)

more advertising SMS

March 16th - Account reactivated!! - without my consent!!

March 19th - last deposit

I lost €1250 during that time. I would like this money refunded, as Spinbara reactivated my account and sent further text messages and emails.

Hallo,

nein die letzte Einzahlung war am 19.03.

Ich hatte mehrere Screenshots beigefügt.

1.Februar - erste E-Mail Sperre -> Spielsucht

ab ca. 12.Februar - Konto gesperrt (Prüfung)

weitere Werbe SMS

16.03. - Konto wieder freigeschaltet!! - ohne meine Einverständnis!!

19.03. - letzte Einzahlung

In der Zeit 1250€ verspielt. Die möchte ich rückerstattet haben, da Spinbara mein Konto reaktiviert hat und weitere SMS und Mails geschickt hat.

Between March 16th and March 19th, I gambled away €1250, even though my account should have been blocked/deleted.

In der Zeit vom 16.03.-19.03. habe ich die 1250€ verspielt, obwohl mein Konto gesperrt/gelöscht sein sollte.

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 (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,

Attila

Hello Jess1234,

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 would also like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account reopened? Are you able to provide us with a concrete timeline of events, including the account closures, account re-openings and deposits made? At this point, we believe the player is entitled to a refund of all funds lost from 1st of February onwards.

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear All,

Thank you for bringing this matter to our attention. We formally acknowledge receipt of your complaint and wish to inform you that a comprehensive internal investigation is currently underway.

Our relevant departments are reviewing the details of the case with the highest priority.

We remain committed to a thorough resolution and will provide a formal update as soon as further information becomes available.

We appreciate your patience while we conduct our due diligence.

Best Regards,

Spinbara Casino Team

Dear casino representative,

thank you for your response. We will be awaiting the results of your review.

Dear All,

We want to confirm that this matter is currently being reviewed by the relevant department, however, we are still awaiting their formal reply.

Thank you for your patience.

Best regards,

Spinbara Casino Team

Hello Spinbara Casino Team,

How much longer will this be reviewed? I contacted them via live chat and email over four weeks ago, and each time I get the same response in the live chat: it's being reviewed – top priority!

You don't respond to emails either.

How long is this going to go on? I'm being put off every 7 days? What exactly is being checked for so long?

Hallo Spinbara Casino Team,

wie lange wird es denn noch geprüft? Ich habe vor über 4 Wochen im LiveChat und per Mail geschrieben, jedesmal kriege ich die Antwort im LiveChat, es wird geprüft - höchste Priorität!

Auf E-Mails reagiert ihr auch nicht.

Wie lange soll das noch so weitergehen? Alle 7 Tage werde ich vertröstet? Was wird denn so lange geprüft?

Dear Jess1234,

Your satisfaction is important to us, and we want to ensure that you have a positive experience.

After a careful review, as a gesture of goodwill, we are happy to return 1270 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

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

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

We have contacted you in private via email requesting the above mentioned bank details to initiate the refund.

If you have any further questions or require assistance, please don’t hesitate to let us know.

We appreciate your support.

Best regards,

Spinbara Casino Team

Hello Spinbara Casino Team,

Thank you very much for the feedback.

I have just replied to the email and sent my details.

Once I receive the refund, I will confirm it here.

Hallo Spinbara Casino Team,

vielen Dank für die Rückmeldung.

Ich habe soeben auf die E-Mail geantwortet und meine Daten geschickt.

Sobald ich die Rückerstattung erhalten habe, werde ich dies hier bestätigen.

Dear parties,

thank you both for updating us on the matter. I am happy to hear the refund process has been initiated.

Dear Jess1234,

we will be awaiting your confirmation.

Hello Casino Guru, hello Spinbara Casino Team,

I received the refund.

@Casino Guru - Thank you so much for your support!!

Hallo Casino Guru, hallo Spinbara Casino Team,

ich habe die Rückerstattung erhalten.

@Casino Guru - Vielen Dank für Eure Unterstützung!!

Dear Jess1234,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinbara Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru