Spinrise Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

I have asked this casino to close my account probably 10 times and they refuse to do it. I’ve told them about my gambling addiction and how it’s been negatively affecting my physical and mental health and they keep trying to persuade me to keep using the account. The last few times I’ve literally said "I beg you to close my account" and they don’t even reply anymore. Complete scumbag casino, taking advantage of people with gambling problems and full out admitting to having a gambling addiction and they do nothing

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 Spinrise Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Yes I have received email responses, typically they say something along the lines of "we will send your request off to our vip team" and then that’s it.

I have also tried the live chat but they say the same thing. They can’t set any deposit limits or self exclusions through the live chat. Has to be through email.

I have completed the KYC process and am fully verified

Thank you for your response. Could you please forward your original self-exclusion request? Additionally, do you currently still have access to your account?

Thank you in advance for your reply.

Dear Player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Thank you in advance for your response.