Spinbara Casino - La richiesta di chiusura dell'account del giocatore è stata posticipata.

Hello. I requested immediate account closure due to gambling addiction via live chat at the aforementioned casino. They told me this could only be done via email. Email to [the address], as well as online, [email protected] I sent it on September 1, 2025. But there's been no response. Could you help me close the account and reclaim the deposits I've made since then?

Hallo. Im oben genannten Casino habe ich im Live Chat um umgehende Kontoschließung aufgrund von Spielsucht gebeten. Dort sagte man mir, dass dies ausschließlich via Email gehen würde. Email an die, wie auch online zu finden, [email protected] ging am 01.09.25 raus. Aber null Reaktion. Könnten Sie mich bei der Kontoschließung und Rückforderung der seit dem getätigten Einzahlungen unterstützen?

Dear Kora76,

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 I can better understand the situation.

• How long have you been a player at this casino, please?
• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?

In 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,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Katarina. I've been registered with the casino since August 25th. Since yesterday, I deposited another €1,000, so the amount changes to €2,050. I can still register and deposit...

I've contacted support several times. The last time was 2 minutes ago.

Hallo Katarina. Bei dem Casino bin ich seit dem 25.8. angemeldet. Seit gestern habe ich erneut 1000€ eingezahlt, somit ändert sich der Betrag auf 2050€. Ich kann mich immernoch anmelden und auch einzahlen...

Den Support habe ich mehrfach kontaktiert. Das letzte Mal vor 2 min..

And another 700€... We're now at 2750€😔

Und erneut 700€... Mittlerweile sind wir bei 2750€😔

I first requested account closure on August 27. I hadn't mentioned my gambling addiction then, though. But again, there was no response.

Das erste Mal um Kontoschließung bat ich am 27.8. Da habe ich meine Spielsucht allerdings noch nicht erwähnt. Aber auch hier, null Reaktion

And another €400 from today... That's €3,150 or €8,200....

Und wieder 400€ von heute.... Sind also 3150€ bzw. 8200€.....

And deposited another 300€ 😞 then it's already 3450€ or actually 8500€ if you had reacted the first time!

Und erneut 300€ eingezahlt 😞 dann sind es schon 3450€ beziehungsweise eigentlich schon 8500€ wenn beim ersten Mal mal reagiert hätte!

And another €200...that's €3,650. And if they had even responded to my first account closure request, I wouldn't have deposited a total of €8,800. My account is neither closed nor has anyone contacted me...

Und nochmals 200€....sind dann 3650€. Und hätte man auf meine erste Kontoschließungsanfrage überhaupt mal reagiert, hätte ich nicht noch insgesamt 8800€ eingezahlt. Mein Konto ist weder geschlossen, noch hat irgendwer Kontakt mit mir aufgenommen...

And deposited another €150! That brings us to €3,800 and €8,950, respectively.😔

I urgently need your support!

Und erneut 150€ eingezahlt! Dann sind wir bei 3800€ beziehungsweise 8950€.😔

Ich bräuchte dringend Unterstützung durch euch!

Dear Kora76,

thank you for your messages.

Please remain calm; the situation can be managed. I recommend utilizing BetBlocker, an application designed to restrict access to online gambling platforms. Registration with this service is strongly advised. https://www.betblocker.org/

Additionally, contact your bank to implement a block on transactions to casino accounts, preventing further deposits.

Then, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinbara Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In 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,

Katarina

Hello Katarina. I contacted this casino by phone today. My account has finally been closed. However, I would like some assistance in reclaiming my deposits. Would that be possible? Best regards, Kora 76

Hallo Katarina. Ich hatte heute telefonischen Kontakt zu diesem Casino. Jetzt endlich ist mein Account geschlossen. Trotzdem wünsche ich mir Unterstützung bei der Rückforderung meiner Einzahlungen..... Wäre das möglich? LG Kora 76

Hello Kora76,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Kora76,

I am glad you have managed to close your account.

To assist in the recovery of your lost deposits, please provide a copy of the initial self-exclusion request submitted to the casino. Kindly forward the email to my address [email protected] at your convenience.

Looking forward to your reply,

Katarina

Hello Katarina.

Email has been sent.

Kind regards, Kora76

Hallo Katarina.

Email ist versendet.

Liebe Grüße Kora76

Hello Kora76,

thank you for your message and email. I have followed up with an answer.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina.

I sent a screenshot.

Kind regards, Kora76

Hallo Katarina.

Screenshot habe ich gesendet.

Liebe Grüße Kora76

The casino contacted me by phone, saying I wasn't entitled to a refund.

Strangely, I haven't received any emails from this casino since the beginning... Not even in my spam folder 🤔 I even saved the email address in my favorites. Still no response. The casino knew this. Hence the phone call...

Das Casino hat sich telefonisch bei mir gemeldet. Mir würde keine Erstattung zustehen.

Komischerweise erhalte ich von diesem Casino keine E-Mails, von Anfang an nicht... Auch nicht im Spamordner 🤔 Habe die E-Mail-Adresse sogar unter Favoriten gespeichert. Trotzdem nicht. Das Casino wusste das. Deshalb der telefonische Kontakt...

Hello Katarina. The amount in dispute is also €3,650... not €1,050 as stated at the beginning... I was able to and have continued to pay in... Best regards

Hallo Katarina. Der Streitwert beläuft sich auch auf 3650€... Nicht wie am Anfang angegeben auf 1050... Ich konnte und habe weiter eingezahlt... Liebe Grüße

Hello Kora76,

thank you for your messages and emails.

• Have you sent more than this one self exclusion request?
• Could you please provide the details of the casino representative's statements regarding the denial of a refund during your call?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina. I'll forward the emails to you immediately. The casino didn't give me a reason. Simply that I wasn't entitled to a refund.

Hallo Katarina. E-Mails Leute ich sofort an dich weiter. Das Casino teilte mir keinen Grund mit. Einfach, dass mir eine Erstattung nicht zusteht.

So. I've forwarded 21 emails. I hope I haven't missed any.

So. Ich habe 21 E-Mails weitergeleitet. Ich hoffe, ich habe keine übersehen.

Thank you very much, Kora76, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kora76, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinbara Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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.

Bad casino. Probably won't comment here. He also ignores emails.

Schlechtes casino. Wird sich hier wohl nicht äußern. Ignoriert auch Mails.

I have managed to schedule a call with Spinbara Casino representative for later today, so I am swapping the timer my way and will post an update once I have more information.

Then I know what's coming. They'll say I didn't respond to their inquiries. All I can say is that I never received a single email from the casino. The casino knew this, hence the frequent phone calls... They'll also say there's an email from September 4th at 7:43 AM stating that my account should remain open. All I can say is that my account balance at that time was over €20,000, and I wanted to withdraw it. I was afraid the casino would close my account at that precise moment. Of course, as a gambling addict, I didn't withdraw anything but gambled everything away by September 5th at 8:51 AM. I then immediately requested immediate, permanent, and irrevocable account closure via email. I also discussed this email with the casino by phone. But would my account have been closed immediately after the first request for closure on August 27th? Had the account been closed, this wouldn't have happened... Perhaps you could ask directly during the phone call why my account wasn't closed after my first email on August 27th...

Thank you

Dann weiss ich, was kommen wird. Sie werden sagen, dass ich auf Nachfragen nicht geantwortet hätte. Hier kann ich nur sagen, dass mich nicht eine einzige Email des Casinos erreicht hat. Dies wusste das Casino, deshalb auch der häufige telefonische Kontakt...... Ebenfalls werden sie sagen, dass es eine Mail vom 4.09. 7.43h gibt, dass mein Account geöffnet bleiben soll. Hier kann ich nur sagen, dass mein Kontostand zu diesem Zeitpunkt mehr als 20.000€ Betrug, ich diesen auszahlen lassen wollte und befürchtet habe, dass das Casino ausgerecht zu diesem Zeitpunkt meinen Account schließt. Natürlich habe ich als Spielsüchtige nichts auszahlen lassen, sondern bis zum 05.09. 8.51h alles verspielt. Dann sofort erneut um sofortige, dauerhafte und unwiderrufliche Kontoschließung per Mail gebeten. Auch über diese Mail habe ich telefonisch mit dem Casino gesprochen. Aber wäre mein Account direkt nach erster Aufforderung zur Kontoschließung am 27.08. geschlossen worden, wäre dies auch nicht passiert..... Vielleicht kann man beim Telefongespräch auch direkt nachfragen, warum mein Konto nach meiner ersten Mail vom 27.08. nicht geschlossen wurde.....

Vielen Dank

Dear Casino Guru Team.

Will I receive any feedback?

Liebes Casino Guru Team.

Bekomme ich denn noch eine Rückmeldung?

I am sad to say that I have been unable to reach the casino representative to conduct the call that was proposed by them. I have been receiving sporadic messages, being promised quick resolution, yet nothing has happened thus far.

Since the casino has a very high safety index on our website, this is highly unexpected behaviour and also not one I would condone. I have escalated this higher up, to see whether we have any contact a decisionmaker within the casino hierarchy, or if the casino's safety index should be recalculated based on the issue at hand.

Given the current time zone, I do not expect to have response today, so I will prolong the timer once more.

Dear Kora76, to sum things up - I am struggling to reach the casino representative who has previously been very helpful in these cases. Since we had very good standing and helpful cooperation so far, I am hesitant to close this case as unresolved. This is because I still believe the case can be resolved, and also I would hate to hastily break up cooperative partnership, without actually knowing the reasons for the silence. We are all just humans and sometimes life gets in the way.

If you don't mind, I will keep this complaint open for a bit longer, make sure to exhaust all the options I have to reach the casino rep and get this complaint sorted - but if everything fails, the complaint will be closed as unresolved, which will negatively impact the casino safety index on Casino Guru site.

Okay. Thank you so much for taking care of it!

Ok. Vielen lieben Dank fürs Kümmern!

I have managed to have a call with the casino representative, and things should be now underway internally, to get this complaint resolved. I am once more resetting the timer, and will keep an eye on any replies here or in my mailbox.

Dear All,

We apologize for the delayed answer.

We are currently experiencing technical difficulties.

We have sent a private email to Matej detailing the issues at hand.

We apologize for the delayed answer.

Thank you for your patience and understanding.

Best Regards,

Spinbara Casino Team

Good morning.

Is a conclusion finally being reached?

Guten morgen.

Findet man denn so langsam mal einen Abschluss?

Hello dear Matej, is there any news yet?

The casino is still somehow ignoring me...

Best regards

Hallo lieber Matej, gibt es schon was neues?

Mich ignoriert das Casino irgendwie weiterhin.....

Liebe Grüße

Hi, no news so far, but I have poked the casino representative again, asking to see if anyone can start dealing with it. I am taking this case to our weekly call as well, to make the management aware of the situation, and whether the rating needs to be re-reviewed.

Good morning, dear Matej.

Thank you so much!

Guten Morgen lieber Matej.

Ganz lieben Dank!

Dear Matej,

We wanted to follow up regarding our previous communication.

We replied here on the forum on November 5th and also sent you a private email on the same day.

Could you please confirm if you received our messages? If not, we’ll be happy to resend the information.

Best Regards,

Spinbara Casino Team

Dear Spinbara Casino, I have not received any message from yourself so far. If you can let me know from what address was the message sent, I can ask our IT department to check filters and e-mail server for any lost messages. Thank you.

Hello Matej.

It's nice to know you're experiencing the same thing... I never received any emails either, even though they seemed to have been sent... Maybe it wasn't my fault after all 🤔

Hallo Matej.

Schön, dass es dir genauso geht .... Ich habe auch nie E-Mails erhalten, obwohl sie anscheinend versendet wurden..... Vielleicht lag es doch nicht an mir🤔

Dear Matej,

We wanted to clarify a small mistake from our previous communication.

We mentioned the 5th of November, but our email was sent the 3rd of November.

We previously reached out to you from [email protected]

We have just sent the email to your inbox once again for your review.

Best Regards,

Spinbara Casino Team

Good morning everyone. Could we possibly reach a solution after two months? 😔

Guten morgen zusammen. Könnte man denn nach 2 Monaten Mal so langsam zu einer Lösung kommen😔?

Hello, and thank you for the details. We had a look within the system and the Spinbara's e-mail was indeed treated as a spam by the security filter. I have now read the message and responded, also the e-mail address was added to the exceptions, so hopefully the future communication will be much smoother.

Dear Kora76, to keep you up to date with what is going on - I will now proceed to get yourself completely self-exluded from Spinbara, get the marketing communication to cease and then we will establish the amount which the casino should refund. Although there was apparently communication issue, the casino has received your original message from the 1st September, where gambling addiction and your request for account closure was clearly stated. Therefore, according to Casino Guru standards, your account should have been closed, or at least suspended from depositing and playing until the issue has been resolved.

While waiting for the next step, I would also like to ask you to check your "Junk" and/or "SPAM" folder, to see if you can find any communication from Spinbara in there. Once I hear back from the support team, I will post an update here. Thank you.

Good morning Matej. I've checked everything, but I'm not receiving any messages via web.de. I gave the casino my Gmail address and even verified it with my ID card when they asked. But they haven't replied since. It's frustrating that the casino only ever sends a short comment, and then they have another two weeks to come up with something new... After more than two months, surely a solution can be found by now?

Best regards

Guten morgen Matej. Ich habe alles nachgeschaut, aber erhalte keine Nachrichten über web de. Dem Casino habe ich meine Google Mail Adresse mitgeteilt, mich auch mit meinem Personalausweis nach Verlangen für diese E-Mail-Adresse verifiziert. Aber auch dort wird mir seitdem nicht mehr geantwortet. Mich ärgert es, dass das Casino immer nur einen kleinen Kommentar einfügt, und schon haben sie wieder insgesamt 2 Wochen Zeit sich was neues auszudenken.... Nach über 2 Monaten kann man doch endlich Mal eine Lösung finden oder?

Liebe Grüße

Thank you for the confirmation, Kora76. I have already proposed a solution in my previous message, now we'll see if the casino management agrees, or comes with a different approach. I understand that having the case opened for over 2 months now is frustrating, I just ask for a bit more patience, so we can reach a resolution without rushing forward and losing important details in the process.

I wonder why I should verify my account with Spinbara using the other email address if they're not going to contact me anyway. Zero communication, truly disappointing!

Ich frage mich, wozu ich mich mit der anderen E-Mail Adresse bei Spinbara verifizieren soll, wenn sie sowieso keinen Kontakt aufnehmen. Null Kommunikation, wirklich traurig!

Good morning. Still nothing new?

I haven't heard anything yet, unfortunately 😕

Guten morgen. Immer noch nichts neues?

Ich habe leider noch nichts gehört 😕

Dear All,

Thank you for your patience.

Following a thorough review of the case with our management team, and with the valuable assistance and cooperation of the forum representative, Matej, we have reached a resolution.

In accordance with our Responsible Gambling policy, we aim to close accounts as soon as practicable.

As a gesture of goodwill, we are prepared to issue a refund of EUR 1,190, representing the customer’s net losses incurred after the 48-hour period following the initial notification of responsible-gambling concerns.

We are happy to return 1190 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

Dear Kora76,

We will contact you privately via email to request the necessary details in order to proceed with the refund.

We sincerely apologize for any inconvenience that may have occurred, and we trust that this experience will enable us to improve our services in the future.

Kind Regards,

Spinbara Casino Team

Dear Spinbara Team.

Since you are aware that you cannot contact me via my Web.de address, please use my Gmail address. You already have it.

I also appreciate your good intentions and would be happy with €3650. You're talking about a processing time of 48 hours? I contacted you several times by phone, so in my opinion, my account should have been closed much sooner, or am I mistaken? For example, you could have at least responded to my first email from August 27th! I already requested account closure then! Since then, I've deposited €8950. Shouldn't you have asked for the reason? Nothing happened, absolutely nothing! Because if you inquire, an account should be closed. If you don't even ask, you keep players!! Clever!!! This email was also completely ignored! Matej, what do you think? Greetings, Kora76

@ Spinbara Casino: I wrote via my Google Mail address.

Liebes Spinbara Team.

Da Sie bekanntlich zu mir keinen Kontakt über meine Web.de Adresse aufnehmen können, bitte ich Sie, meine Google Mail Adresse zu verwenden. Diese liegt Ihnen vor.

Ebenfalls finde ich Ihren guten Willen ganz schön, wäre mit 3650€ einverstanden. Sie reden von einer Bearbeitungszeit von 48 Stunden? Ich hatte mehrfach telefonischen Kontakt, daher hätte meiner Meinung nach mein Konto schneller geschlossen werden müssen, oder sehe ich das falsch? Man hätte zum Beispiel überhaupt Mal auf meine erste Mail vom 27.8. reagieren können! Denn hier bat ich schon um Kontoschließung! Denn seit diesem Moment habe ich 8950€ eingezahlt. Hätte man hier nicht mal nach dem Grund fragen müssen? Nichts ist passiert, rein gar nichts! Denn wenn man nachfragt, müsste ein Account geschlossen werden. Fragt man gar nicht erst nach, behält man Spieler!! Clever!!! Auch diese E-Mail wurde gänzlich ignoriert! Matej, wie siehst du dies? Grüße Kora76

@ Spinbara Casino: ich habe über meine Google Mail Adresse geschrieben.

So far, spinbara has still not made contact.....

Bis jetzt kam immer noch keine Kontaktaufnahme durch spinbara.....

And still nothing!

Und immer noch nichts gehört!

Still not...

Immer noch nicht...

And still no contact from Spinbara Casino.....

Und immer noch keine Kontaktaufnahme durch Spinbara Casino.....

Dear Kora76, I would like to kindly ask you limiting spam in this thread, as it makes harder to look up important information down the line. Posting short messages in rapid succession will not speed up the process or force the casino to respond faster. In the meantime, please rest assured that we are working on this case in the background, even if there is no daily update posted within the complaint's thread.

Dear Spinbara Casino. Since the initial self-exclusion has been initiated on 1st September, following your previous message regarding 48-hour closure, this means the account should have been closed by 3rd September. Could you please confirm the account has been closed with no option for reopening, marked as "gambling addict, never reopen" and that the re-registration with the same credentials will be impossible, as well as cessation of the marketing communication via e-mail and/or SMS?

Lastly, I would like to ask if you could e-mail me the player's gameplay and cashier history between 2nd September until the account closure at [email protected], so I can double-check the refund amount? Since it looks like the player is not happy about your proposal and stated that the disputed amount should be larger, I would like to investigate myself. Thank you very much.

Dear Matej,

It still annoys me that the casino says they'll contact me, but nothing happens... And by now I'd even accept their offer. The main thing is that something finally happens.

Lieber Matej,

es ärgert mich trotzdem, dass das Casino angibt, mich zu kontaktieren, aber nichts passiert.... Und mittlerweile würde ich sogar das Angebot annehmen. Hauptsache es passiert mal was

Dear Matej,

Yes, we can confirm that all required measures have been implemented.

The player has been marked as "GA – Do Not Reopen", and all marketing communications have been disabled.

We will now request the cashier history as you have requested.In this case, I will hold my refund request with the relevant department until you have double-checked the amount before proceeding with the payment.

Dear Kora76,

We attempted to contact you to request your bank details;

however, the system continues to encounter the same issue with your email address, and we have been unable to reach you.

Your bank details have since been provided to us by our VIP Support team.

We confirm that we have received your bank details, and we will provide the cashier history to Matej as soon as possible so that the refund process can begin.

Thank you again for your understanding and cooperation.

Thank you all for your cooperation.

Best Regards,

Spinbara Casino Team

Dear Spinbara Team.

If you had read my messages in this conversation paragraph by paragraph, you would have contacted me at my Gmail address. I gave you this address and verified my identity there!

Liebes Spinbara Team.

Würden Sie mal absatzweise meine Nachrichten in dieser Unterhaltung lesen, hätten Sie mich unter meiner Google Mail Adresse kontaktiert. Diese habe ich Ihnen auch mitgeteilt und mich dort auch verifiziert!

Dear Kora76,

We are sorry to hear of your disappointment.

Please note that we communicate using the email address you provided during registration on our website, as well as through the forum thread.

If further information needs to be exchanged, we can do so via VIP Support, as was done for the bank details that were forwarded to us when the email issue occurred.

Thank you for your patience and understanding.

Kind regards,

Spinbara Casino Team

Good morning Spinbara Casino Team, good morning Matej,

As I also informed the casino via email, I would be satisfied with €1690. That would be the amount I deposited after requesting account closure, minus the winnings I received. Since they didn't respond to my initial requests to close the account at all (even though I didn't mention my gambling addiction at that time, they could still have responded), wouldn't that be fair?

Best regards, Kora76

Guten morgen Spinbara Casino Team, guten morgen Matej,

Wie auch dem Casino via Mail mitgeteilt, wäre ich mit 1690€ einverstanden. Das wäre die Summe, die ich nach Aufforderung zur Kontoschließung eingezahlt habe abzüglich des ausgezahlten Gewinns. Da man auf meine ersten Aufforderungen zur Kontoschließung gar nicht reagiert hat (auch wenn ich meine Spielsucht hier noch nicht erwähnte, hätte man trotzdem mal reagieren können), wäre dies doch fair, oder?

Liebe Grüße Kora76

Dear Kora76, can you still get in touch with the VIP Support that has been mentioned in the previous casino message? Can you settle the refund and payment details that way? If not, I can e-mail the casino representative with your alternative e-mail, and hopefully they can establish communication that way. Please, let me know which option is preferable.

I contacted the casino multiple times using both email addresses (Gmail and web.de) and provided my bank details. The Gmail address tells me to contact VIP support exclusively using the email address listed on the casino website (web.de). However, I'm not receiving any response there, as I'm not receiving any emails, not even in my spam folder.

So the casino has my Google Mail address and my bank account details...

And once again I've just sent an email, this time to you, Matej, in CC, hoping that the casino will finally get in touch....

It's all just stalling...

Ich habe das Casino mehrfach unter beiden Email (Google Mail und web) kontaktiert, meine Bankverbindung mitgeteilt. Unter der Google Mail Adresse erhalte ich die Rückmeldung, dass ich mich ausschließlich mit der, auf der Casinoseite eingetragenen Mail Adresse (web de) an den VIP Support wenden soll. Dort erhalte ich aber keine Rückmeldung, da ich keine Mails erhalte, auch nicht im Spamordner.....

Das Casino hat also meine Google Mail adresse und meine Kontoverbindung.....

Und erneut habe ich soeben eine Mail geschickt, diesmal dich, Matej, in CC, in der Hoffnung, dass sich das Casino jetzt endlich Mal meldet....

Alles Zeitschinderei ....

Dear Spinbara Team.

What else am I supposed to do? I can't do more than contact VIP support daily via both email addresses. Maybe I'll finally get a response and a refund so this case can finally be closed. Or do I wait another three months?

Liebes Spinbara Team.

Was bitte soll ich noch machen? Mehr als täglich den VIP Support über beide Email Adressen zu kontaktieren, kann ich nicht. Vielleicht bekomme ich endlich Mal eine Rückmeldung und auch die Erstattung, damit der Fall endlich abgeschlossen werden kann. Oder warte ich nochmal 3 weitere Monate?

And still no contact...

Und immernoch keine Kontaktaufnahme.....

Dear Kora76, the casino representative mentioned you were able to communicate with VIP support. Was it via Telegram, WhatsApp or other app? Are you still able to tlak to the casino staff that way?

That's not true and it's a lie! I have absolutely no contact with casino employees!!! They haven't written to me here, nor via email. Nothing is happening!! I sent the casino my bank details via email, which they apparently received, but nobody is contacting me. Not by email, not by Telegram, not by WhatsApp, not anywhere else... Nothing! ... And of course, I haven't received a refund either...

Das stimmt nicht und ist gelogen! Ich habe null Kontakt zu Casino Mitarbeitern!!! Weder hier schreibt man mir, noch via Mail. Es passiert nichts !! Dem Casino habe ich via Mail meine Bankverbindung geschickt, welche die auch wohl bekommen haben, aber bei mir meldet sich niemand. Weder über Mail, noch über Telegramm, noch über WhatsApp, noch sonst irgendwo ... Nichts !... Eine Erstattung habe ich natürlich auch noch nicht...

I also contacted the casino via my verified Gmail address. They simply replied that I should only use the email address I used to register on the casino website. They still don't understand, or refuse to understand, that I won't receive any emails from Spinbara at that web.de address!

Ich habe das Casino ebenfalls über meine verifizierte Googlemail-Adresse kontaktiert. Dort hat man nur zurückgeschrieben, dass ich ausschließlich die E-Mailadresse verwenden soll, über die ich mich auf der Casinoseite angemeldet habe. Dass ich unter dieser Web,de Adresse keine E-Mails von Spinbara erhalte. verstehen sie immer noch nicht oder wollen dies nicht verstehen!

Good morning, dear Matej.

Sorry, but I'm starting to lose faith in a satisfactory solution.

The casino is still ignoring me, no emails, no calls... It's all just stalling! I was hoping we could reach a conclusion this week, but it looks like it won't take months. It's really sad!

Guten Morgen lieber Matej.

Sorry, aber so langsam glaube ich nicht mehr an eine zufriedenstellende Lösung.

Das Casino ignoriert mich weiterhin, keine Mails, keine Anrufe.... Alles wirklich Zeitschinderei! Ich hatte gehofft, dass wir diese Woche mal zum Abschluss kommen, aber das wird wohl nicht Monate dauern. Wirklich traurig!

Dear Kora76,

The 18th of November you have been contacted from [email protected] later on 20th November you have replied to the same VIP email providing your Bank details.

When you have mentioned the CasinoGuru case the VIP department understood that it was relevant to us and forwarded me the bank details that you have provided.

That's the reason why i'm aware of your Bank details because unfortunately when i tried to contact you on the email using registration we still had the same issue with your email and we understand this issues with communication may be frustrating.

Dear Matej,

Now we have your forwarded to you the cashier History via email, so that you can confirm the amount and we can proceed with the refund of 1190 EUR that consists in our calculation of net loss from the 3rd of September until the closure of the account.

Thank you all for your cooperation.

Best Regards,

Spinbara Casino Team

Good morning dear Spinbara team

Why do you always talk about September 3rd?

Your website states that users should contact support via email to close their accounts (this first happened on August 27th!). ) or via live support. I also did this on August 27th and was referred to support via email. Why is this then stated on your website under the terms and conditions? ???

Actually, this is about much more than €1690, because they should have responded via live chat...

Guten Morgen liebes Spinbara Team

Wieso redet ihr immer vom 3.9

Auf eurer Webseite steht, dass man sich an den Support via Mail zur Kontoschließung wenden soll (dies geschah erstmals am 27.8!) oder ab den Live Support. Auch dies habe ich am 27.8. getan und man verwies mich an den Support via Mail. Warum steht das dann auf eurer Seite unter den allgemeinen Geschäftsbedingungen ???

Eigentlich geht es hier doch um weitaus mehr als um 1690€, denn um Livechat hätte man schon reagieren müssen ..

Another week has passed and still nothing has happened...😕

Und schon ist wieder eine Woche um und es passiert immernoch nichts..😕

Dear Kora76, here are the answers for your questions from the previous posts:

Why do you always talk about September 3rd?

This is because first time you have mentioned gambling addiction was on the 1st September. Any previous messages were regular account closure and in those cases the casino doesn't really have any deadline to close the account, and could even send a generous offer to entice the player to stay. Only when gambling addiction is clearly mentioned, the casino is obliged to close the account within reasonable time. Therefore at Casino Guru we believe the account should has been closed since this day, and use it to calculate the refund amount.

Actually, this is about much more than €1690, because they should have responded via live chat...

As per the casino's responsible gambling page, self-exclusion request has to be sent via e-mail, therefore live chat conversation is not relevant to this case. After checking your cashier history for the time frame between the date we believe the account should has been closed and the actual closure, I can confirm that the refund of 1,190€ is correct. During this time you have deposited 3,190€ altogether, withdrawn 2,000€ which leaves 1,190€ to be refunded. Hope this helps to clear up the confusion. If you have further questions, please do not hesitate to ask.

Dear Spinbara Casino, since you have the player's banking details, I would like to ask you to proceed with the refund and let us know here once the payment has been processed. Given the prolonged period during which we are dealing with this issue, I would like to ask for prioritising this payment. Thank you.

Hello dear Matej.

Thanks for your detailed answer. I can live with that then 😊. Now I'm just curious how long the casino will take this time 😉

Hallo lieber Matej.

Danke für deine ausführliche Antwort. Damit kann ich dann auch leben😊. Jetzt bin ich nur noch gespannt, wie lange sich das Casino diesmal Zeit lässt 😉

Good morning. Unfortunately, nothing has happened yet. Neither contact nor payment.

Guten morgen. Leider ist immernoch nichts passiert. Werder eine Kontaktaufnahme, noch eine Auszahlung.

I am not receiving any information either and this is not the only case where Spinbara went radio silent. I have escalated this higher up, to see if a re-evaluation of the casino's safety index is in place, to be in line with the current situation. I will post an update as soon as I know more.

Dear Kora76,

We are pleased to inform you that your refund request has been initiated, and your bank details have been forwarded to the relevant department.

We will keep you updated on the status of the transaction.

Thank you All for your patience and cooperation.

Kind Regards,

Spinbara Casino Team

Good morning. And still nothing has happened... The casino isn't prioritizing anything at all here...

Guten morgen. Und immernoch nichts passiert.... Hier wird seitens des Casinos absolut nichts priorisiert.....

Well, look at that! The money has just arrived in my account.

Dear Matej, thank you for your great support!

Na schau an. Soeben ist das Geld auf meinem Konto eingetrudelt.

Lieber Matej, ich danke dir, für deine großartige Unterstützung!

Dear All,

Thank you both for your collaboration throughout this process.

We truly appreciate the patience and understanding shown.

Your support and flexibility have helped us work toward a resolution.

Thank you again for your cooperation.

Best Regards,

Spinbara Casino Team

Dear Kora76,

I am very happy to hear that your issue has been resolved, and would like to thank Spinbara Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, 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,

Matej

Casino.Guru