Spinbara Casino - Το αίτημα κλεισίματος λογαριασμού του παίκτη έχει καθυστερήσει.

I would like to complain about Spinbara Casino. The casino's gaming software is manipulated; you only lose in all the games.

I have written several emails to the casino's support team requesting that my account be closed.

I'm not getting any answers and the live chat isn't responding either.

In response to my inquiry regarding account closure.

The casino is not honoring its business agreement and is simply cheating.

I need help closing my account.

Ich möchte mich über das spinbara casino beschweren. Die spiele Software des casinos ist manipuliert in allen Spielen wird nur verloren.

Ich habe mehrfach Emails an den Support des casinos geschrieben und um eine kontoschliessung gebeten.

Ich bekomme keine Antworten drauf und der livechat reagiert auch nicht.

Auf meine Anfrage bezüglich einer kontoschliessung.

Das casino halt ihre geschäftsvereinbarung nicht ein und betrugt nur.

Ich bitte um Hilfe bei der kontoschliessung.

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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.

Dear Patrice01,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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

Dear Patrice01,

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.

Good morning, I have sent you an email.

Guten morgen ich habe ihnen eine email gesendet.

Dear Patrice01

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Patrice01, 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 account closure 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.

I sent you an email

Ich habe Ihnen eine Mail gesendet

Dear Patrice01, thank you for the message. Unfortunately, as the evidence provided to my colleague Katarina, none of your requests state gambling addiction as a reason for the account closure. Many players interchange self-exclusion for account closure and vice versa, therefore unless gambling addiction (or inability to stop playing at will) is clearly stated, there is not much I can do to help. The only reason for account closure stated by you was "problem with games" which is usually related to continuous losses when playing games. Unless the addiction or gambling problems are clearly stated, it is assumed the player has the option to stop playing and depositing of their own will.

While waiting for the casino response, could you please send an official self-exclusion request with my e-mail ([email protected]) copied to it? Here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Spinbara Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

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 the above e-mail to [email protected] (remember to CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

An email has been sent to spinbara support.

Email an den Support von spinbara ist raus.

Thank you very much! Hopefully the casino responds shortly and the account gets blocked ASAP.

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.

I tried again to submit a self-exclusion request via live chat and keep getting the same answers since I first contacted support in August. The live chat tells me my request is being processed and forwarded to the relevant department. But there's been no response from the casino. Furthermore, I want a refund of my deposit, which now amounts to over €1000.

Thank you

Ich habe nochmals versucht per livechat einen Antrag auf selbstausschluss gestellt und bekomme immer die gleichen Antworten seitdem ich im August die erste Mail an den Support geschrieben haben. Das meine Anfrage bearbeitet ist die aussage des livechats und das es an die zuständige Abteilung weiter geleitet wird. Und keine Reaktion des casinos. Ich möchte des weitern eine Rückzahlung meiner Einzahlung die sich auf über 1000 Euro mittlerweile beziehen.

Vielen dank

I have repeatedly tried to request a self-exclusion due to gambling addiction via live chat. The casino is not responding, and I am not receiving any emails. I have lost more than €250 again and want my money back.

Ich habe mehrfach per live Chat versucht einen selbstausschluss aufgrund von spielsucht zu bekommen. Das casino reagiert nicht und Emails bekomme ich auch nicht. Ich habe wieder mehr als 250 Euro verloren und will das Geld wieder haben.

Dear Patrice01, self-exclusion requests via live chat are not considered valid. As per the casino's Responsible gambling page, the self-exclusion process is clearly states:

Only requests made via e-mail are valid for this case, if the casino decides to join the conversation.

That's fine, but the casino isn't responding to a single email.

Das ist in Ordnung aber casino reagiert nicht auf eine einzige email.

That is true. They responded to several complaints, but others are left unattended. Given the high volume of the complaints lodged against SpInbara Casino at this time, I have no clue whether they manage to resolve this particular one in time.

However, if we do not hear back by the time the timer ends, I have a couple of steps prepared, for you to help with the issue at hand. But for the sake of fairness, I will give the casino time until the end of the current timer.

Dear Patrice01,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I recommend visiting the casino's website, scroll down and in the footer look for the Anjouan Authority's logo. Click it, and once the license opens in a new tab, scroll down until you see the "Request Self-Exclusion" button. Click it, follow the instruction and after successfully submitting the information you should get self-excluded from Spinbara as well as other Anjouan licensed casinos.

Next, 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.

As a last step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected].

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej