Spinrise Casino - L'account del giocatore è stato riaperto nonostante la richiesta di autoesclusione.

Hello,

I would like to file a complaint because Spinrise Casino has reopened my account despite a proper self-exclusion request.

In my initial inquiry on May 31, I submitted a proper self-removal request via email. The staff tried to persuade me not to close my account. However, I stuck to my guns and confirmed my self-removal.

However, the account was reopened.

I again applied for a proper self-exclusion. In this application, I again addressed my gambling addiction and requested an indefinite self-exclusion.

Of course, the casino tried to persuade me again, but I confirmed my self-exclusion again.

Recently, I received an email from the casino offering me free spins if I reopened my casino account. As a compulsive gambler, I wasn't able to think rationally at the time, so I accepted the offer.

I lost several hundred euros again within a very short time.

I request an indefinite self-exclusion from Sprinrise due to gambling addiction and an immediate cessation of sending me promotional emails. I also request a refund of any deposits made after the second self-exclusion.

I have all the evidence of my self-exclusion requests and the casino's tempting offers in the form of screenshots and emails. I also have proof of my transaction history.

Thank you for reading and for the help from the Casino Guru team!

Hallo,

ich würde gerne eine Beschwerde einreichen, da das Spinrise Casino meinen Account, trotz ordnungsgemäßen Selbstausschussantrags wiederereöffnet hat.

In meiner ersten Anfrage am 31.05 hatte ich einen ordnungsgemäßen Selbstausschussantrag per Email eingereicht. Die Mitarbeiter versuchten mich zu überreden, mein Account nicht zu schließen. Ich bin allerdings bei meiner Meinung geblieben und habe meinen Selbstausschuss bestätigt.

Der Account wurde jedoch wieder eröffnet.

Ich hatte erneut einen ordnungsgemäßen Selbstausschuss beantragt. In diesem habe ich auch erneut meine Spielsucht angesprochen und um einen unbefristeten Selbstausschuss gebeten. 

Natürlich hat auch hier das Casino wieder versucht, mich zu überreden, ich habe meinen Selbstausschuss jedoch auch hier erneut wieder bestätigt. 

Vor kurzem erhielt ich vom Casino eine Mail, in der mir Freispiele angeboten wurden, wenn ich den Casino Account wiederereöffnen würde. Als süchtiger Spieler, war es mir in diesem Moment nicht möglich rational zu denken, also bin ich auf das Angebot eingegangen. 

Ich verlor innerhalb kürzester Zeit wieder mehrer Hundert Euro. 

Ich fordere von Sprinrise einen unbefristeten Selbstausschuss aufgrund von Spielsucht und einen sofortigen Stop der Werbemails an mich. Ebenso fordere ich meine getätigten Einzahlungen nach dem zweiten Selbstausschuss zurück. 

Sämtliche Beweise über meine Selbstausschussanträge und die Lockangebote des Casinos liegen mir in Form von Screenshots und auch in Form von Emails vor. Ebenso habe ich einen Nachweis über meine Transaktionshistorie. 

Vielen Dank für das Durchlesen und die Hilfe vom Casino Guru Team!

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 confirm that you mentioned gambling addiction as the reason for your account closure request for the first time on 31 May?

How many deposits have you made into this casino since 31 May? I have not received any screenshots of your transactions yet.

Has your account been closed, or are you still able to access it?

Could you kindly forward me all the communications between you and the casino customer support regarding your self-exclusion, starting from 31 May? My email address is [email protected].

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you for your feedback.

I will send the proof of my payments by email.

On May 31, I applied for a self-committee. However, I forgot to mention that it was supposed to be permanent. I assume that's why it was only temporary.

On June 18, I again submitted a proper application for self-exclusion, citing my gambling addiction as the reason. This time, I requested an indefinite self-exclusion. I also provided my personal information. I also confirmed my application for self-exclusion upon request via email.

The account was then closed.

Afterwards, I received the email with the free spins, with the condition that I reopen my account.

My account is currently still open.

Best regards

Hallo,

vielen Dank für deine Rückmeldung.

die Nachweise über meine Einzahlungen werde ich noch per Email schicken.

Am 31. Mai habe ich einen Selbstausschuss beantragt. Hier hatte ich jedoch vergessen, dass er unbefristet sein soll. Ich nehme an, dass dieser deswegen nur befristet war.

Am 18.06. hatte ich erneut einen ordnungsgemäßen Selbstausschussantrag in dem ich meine Spielsucht als Grund angab eingereicht. Hier habe ich um einen unbefristeten Selbstausschuss gebeten. Ebenso habe ich meine Daten angegeben. Ebenso habe ich meine Selbstausschussantrag auf Nachfrage auf meine Mail bestätigt.

Der Account wurde dann auch geschlossen.

Im Nachhinein habe ich dann die Email mit den Freispielen erhalten, mit der Bedingung, dass ich meinen Account wiederereöffnen soll.

Mein Account ist aktuell noch geöffnet.

Liebe Grüße

Could you please forward me the entire email communication between you and the casino, starting from 31 May until the most recent conversation? We need to check the self-exclusion procedures of the casino when a player clearly informs them of their addiction.

Hello,

I actually forwarded everything to you via email. Did I forget something, or are you unable to view the email properly? Then I'll send you everything again.

Hallo,

ich habe Ihnen eigentlich alles per Email weitergeleitet. Habe ich etwas vergessen oder können sie die Mail nicht richtig einsehen? Dann würde ich ihnen alles nocheinmal schicken.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Samsam213,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika