SpinBit Casino - A conta do jogador foi encerrada incorretamente.

Hi there

I am hoping you may be able to help me. I didnt lose a huge amount of money but to me it is alot between last and today I spend $1230. I think I have a gambling problem and for that reason I have blocked or closed all my accounts. I closed spinbit account on the 11th of May which I have a email saying this. Last night I was looking for a gambling and when it and logged in and what do you know my account worked so away I went and lost all my money I could afford to lose and am now regretting my decision today. I know my gambling is my own responsibility but if my account was closed like it was ment to be i would of never had access to our the money in. I contacted spinbit and they told me account was just in a 3 month cool off. I was under the impression I had closed it and in the email on May 12th it says your account is closed. Not on hold etc.

Thanks for your time. Getting any of this money back would help me out so so much I appreciate your help.

I have attached the email on the 11th saying closed and a wee bit of my conversation with them today.

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Dear Steffan30;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I have sent an email thank you so much

Hi there just checking you received my email and if there is anything else I need to do?

Thanks again for your help much appreciated

Thanks for your reply. I apologize for not responding earlier.

Please note that we can only ask the casino to refund money lost on gambling if we can conclude that the casino should have protected you. A simple account closure confirmation isn't something we can use as evidence that the casino needed to keep your account closed and not allow you to deposit and play.

I recommend you contact the casino again via email while your account is on pause and request a permanent self-exclusion due to gambling issues. When sending the request, include me in the copy of the email at tomas@casino.guru

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:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings SpinBit 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.

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,

Tomas

Hi again

You will see i sent an email I ask for 9 months self exclusion. They have come back saying acocunt is closed. Please read email.

They just want to get rid of me and me to stop asking questions. But I still think they were in the wrong and didn't close my account when it should of been but they wont actually answer that question either.

I feel like in the email they were just moving me off and said that self exclusion is different to take a break and now closed my account. But he was saying I took a 3 month break but that was after the original complaint about closing account and then being able to use it they never acknowledge the email thay said my account was closed for a start. I think we are fighting a losing battle, and I appreciate your help so much but I will be very surprised if can get any money back which stresses me even more 😪

Thanks for your reply and the information shared via email.

Please note that we can only ask the casino to refund money spent on gambling if we can conclude that the casino should have protected you. From your incomplete communication in May, we can only conclude that the account closure wasn't permanent, and no obligation to protect you from further play was agreed upon. Since your account was excluded after your recent self-exclusion request, there might not be anything more we can confront the casino about.

Please let me know if I overlooked any information; otherwise, your complaint will be closed.

Looking forward to your reply.

Dear Steffan30,

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,
Tomas
Casino.Guru