Spinbara Casino - L'account del giocatore è stato chiuso, ma i fondi vengono ancora accreditati.

I requested self-exclusion due to gambling addiction on June 8th, to which they replied asking if I wanted just a temporary break (which I consider illegal). I responded that I wanted a complete account closure. Finally, on the 9th, they asked me to confirm again that I wanted to close the account, which I did. Then they replied saying that my account was already closed. To my surprise, they continued sending me emails, both from VIP and regular accounts, and added €50 to my account balance without my request. One thing led to another, and it has resulted in even greater losses. I want my account closed and my money refunded.

Pedi la autoexclusion oor adicion al juego el 8 de junio a lo que me contestaron si quería darme solo un respiro (cosa que considero ilegal) . Yo conteste que quería el cierre total. Finalmente el día 9 me hacen confirmar de nuevo que quería cerrar la cuenta y así lo hago. Luego me responden diciendo que mi cuneta ya estaba cerrada. Cual es mi sorpresa? Que me siguen enviando correos tanto desde VIP como desde el normal y e ponen 50€ en la cuenta de saldo sin que yo lo pida. Una cosa lleva a la otra y me ha supuesto muchas más pérdidas. Quiero que me cierre la cuenta y devuelvan el dinero.

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’m sorry to hear about your negative experience with Spinbara Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

IIn the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was just informed today that my account has been closed; the last deposit was yesterday. Regarding my refund request, they say it's being forwarded to the relevant department.

Hoy justo me han dicho que mi cuenta ha sido cerrada, el último deposito fue ayer. Respecto a ,a solicitud de rembolso me dicen que lo pasan al departamento correspondiente

Thanks for the update.

Has the casino informed you of its decision in this case?

Please let me know about any news.

Yes, they refunded me €840, thank you.

Si, me han devuelto 840€ gracias

Dear sofiagarcia21,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Tomas

Casino.Guru