Spinrise Casino - Das Spielerkonto kann nicht geschlossen werden.

I've repeatedly told the casino I have a gambling problem, and they're simply ignoring me! Now they're demanding I verify my account before I can close it. Of course, all my documents are rejected every time so I keep gambling away money! Please help!

Ich habe das Casino mehrfach darauf hingewiesen dass ich ein Spielproblem habe und es wird einfach ignoriert! Nun verlangt es von mir, dass ich mein Konto erst vertifizieren muss um mein Konto zu schließen. Natürlich werden jedesmal alle Dokumente abgelehnt damit ich weiter dort Geld verspiele! Bitte um Hilfe!

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 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 self-exclusion request you sent to the casino, together with the casino's response and all subsequent communication, to veronika.f@casino.guru?
• Has your account been successfully verified in the past?
• Which documents did you most recently submit to the casino for KYC verification? Were any of these documents rejected? If so, which ones and what reason did the casino provide for rejecting them?

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

No, I haven't had to verify my account yet. I've never made a profit there, only losses.

Nein, ich habe bisher nicht mein Konto vertifizieren müssen. Ich hatte dort noch nie einen Gewinn, nur Verluste.

Dear Casino Guru and Player,

We would like to inform you that the player’s account was closed upon the player’s request.

Kind regards,

Spinrise Team

Dear Spinrise Casino! I would like a refund of my losses! You didn't respond to my emails for weeks and hoped I would continue gambling away my money! Furthermore, I've learned that you don't have a valid license in Austria!

Liebes Spinrise Casino! Ich möchte meine Verluste zurück erstattet! Sie haben wochenlang nicht auf meine Mails reagiert und gehofft, dass ich weiter Geld verspiele! Noch dazu habe ich erfahren, dass sie keine gültige Lizenz in Österreich haben!

Dear Spinrise Casino Team,

Thank you for reaching out and providing more information regarding the closure of the player's account.

Dear claudi3110,

Could you please confirm the exact date on which you sent your first email to the casino requesting self-exclusion due to gambling addiction, and the date on which your account was closed?

Thank you, you can close the case. It won't do any good anyway, as usual! What a waste of time and energy. You always side with the casino.

Thanks

Danke, sie können den Fall schließen. Es wird so wie immer sowieso nichts bringen! Schade um die Zeit und Energie. Sie entscheiden sowieso immer für das Casino.

Danke

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.