SpinLander Casino - O pedido de encerramento da conta do jogador foi ignorado.

I've been asking to close my account since December 17th, but they still won't ask. In the meantime, I've lost a lot of money. I put in €1,000, but now I don't even know how much I've got. Live support can't close it. They won't close it from my email, and in the meantime, I'm still playing God damn it.

É dal 17 dicembre che sto chiedendo di chiudermi il profilo ma continuano a non chidermelo, io nel frattempo ho perso una barca di soldi, ho messo 1000€ ma perche ormai non so nemmeno a quanto sono arrivato. L'assistenza live non puó chiuderlo, dalla mail non me lo chiudono e io nel frattempo continuo a giocare dio cane

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.

Dear david19988,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila G.

I sent the email. Thank you very much.

Ho mandato la mail. Grazie mille

Dear david19988, thank you for your emails.

I have read through your conversation with the casino's support team, however, I could not find specific mention of gambling addiction or self-exclusion request. Do I understand correctly, that the casino asked for the reason of your account closure? Have you clarified that the reason is due to gambling issues?

Please feel free to clarify if I have missed anything. If you have any additional evidence, could you please forward that as well?

Thank you in advance for your reply.

I'll send you the photos again if you want. I told them to close my profile on December 17th for gambling addiction, but when I spoke to customer support, they told me they couldn't close it without emailing me. I sent them an email, and they replied with that papyrus with the words "If you want to close it forever, reply to the email." I replied, and they didn't close it. They closed it on January 13th, almost a month ago. Is that normal?

Le rimando le foto se vuole, io ho detto di chiudermi il profilo il 17 dicembre, per ludopatia ma parlando con l'assistenza mi hanno detto che non poteva chiuderlo se non tramite mail, ho mandato la mail mi hanno risposto con quel papiro con in fondo scritto se lo vuoi chiudere per sempre rispondi alla mail. Io ho risposto e non me lo hanno chiuso, me lo hanno chiuso il 13 gennaio, quasi un mese, ma é normale?

Oh and the problem is that you can't take screenshots of chats with the assistant and I don't know why, despite this it seems crazy to me that they tell me to reply to the email to completely close the profile and then they don't close it for me.

Ah e il problema é anche che alle chat con l'assistente non puoi fare screen e non so il perche, nonostante questo mi sembra folliw che mi dicono di rispondere alla mail per chiudere completamente il profilo e poi non me lo chiudono

And I think it was the assistant who sent me the email to close it permanently, or at least she warned me

E io penso che sia stata l'assistente a mandarmi la mail per chiuderlo definitivamente, o comunque ha avvertitu

Dear david19988,

First and foremost, let me mention that sometimes, less is more.

You’ve provided a very large number of screenshots and sent multiple back-to-back emails. While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.

When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case.

To clarify, do I understand correctly that the casino closed your account on the 13th of January?

Additionally, I kindly request that you forward the email dated December 17th, in which you communicated to the casino about your struggles with gambling addiction and your request for self-exclusion. Please send the email directly, without any additional attachments.

Thank you for your understanding and cooperation.

Best regards,

Attila

I sent you the email. I really don't know what to do anymore, I'm desperate.

Ti ho mandato la mail. Io non so più che fare davvero, son disperato

Dear david19988,

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, Igor (igor.p@casino.guru). 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,

Attila

OK, thanks a lot

Ok grazie mille

Dear david19988,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SpinLander Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SpinLander Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinLander Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Please be informed that we have provided additional information regarding this case via email. We hope this email will help with resolution. Kindly let us know if any questions arrise or additional information is needed.

Thank you in advance.

Kind regards,

Spinlander Casino Representative.

Can you clarify this with me too, please? Since I keep sending you emails but there are no replies,

Potete chiarire anche con me per favore? Visto che vi continuo a mandare mail ma non ci sono risposte

Dear david19988,

Please be informed that we have received your last email and provided also a completed answer to all of your questions.

Thank you in advance.

Kind regards,

Spinlander Casino Representative.

I wrote to your support for my problems, then I wrote to you to close my account without specifying anything, you sent me the closure email I replied to you, since it is written that if I want to close it forever I had to reply and you did nothing, €0.00 on the casino account you can never have it it is really difficult so you could have closed it when I sent you the email

Io ho scritto alla vostra assistenza per i miei problemi, dopo ho scritto a voi di chiudermi il conto senza specificare niente, mi avete mandato la mail della chiusura vi ho risposto, visto che c'è proprio scritto che se lo voglio chiudere per sempre vi dovevo rispondere e voi non avete fatto niente, 0.00€ sul conto del casinó non puoi mai averlo é davvero difficile quindi potevate chiuderlo quando vi avevo mandato la mail

It's normal for me who is losing and I'm a compulsive gambler to keep depositing until I win again, I try in any way but I can't do it

É normale per me che sto perdendo e sono un ludopatico continuare a depositare finché non rivinco, ci provo in qualsiasi modo ma non ci riesci

And in the email you sent earlier, you wrote that you then closed my account after the second request to close it on January 13th, when in fact I made the request and the complaints on January 9th, and in that time how much money did I lose? I would like to know, thanks.

E nella mail inviata prima, avete scritto che mi avete poi chiuso il conto dopo la seconda richiesta di chiusura del conto il 13 gennaio, quando invece io la richiesta e le lamentele le ho fatte il 9 gennaio, e in quel tempo li quanti soldi ho perso? Vorrei saperlo grazie

Then I complained directly to customer support on December 17th, and told you to close it for me. I did as you said. If there's anything on it, it's up to me to ask if you can return it to me. Instead of losing €10, you've made me lose more than €1,000.

Poi mi sono lamentato direttamente con l'assistenza il 17 dicembre, vi ho detto di chiudermelo, ho fatto come avete detto. Se poi c'è qualcosa sopra sta a me chiedervelo se me lo potete rendere, da perdere 10€ me ne avete fatti perdere più di 1000

Dear SpinLander Casino,

Thank you very much for your email and for the detailed information and explanation.

The player also mentioned that he reached out to your live chat on 17 December and reported gambling problems.

Could you please comment on this and additionally provide any relevant information regarding this conversation?

Dear Igor,

Please be informed that we have provided additional information regarding your last inquiry via email. We hope this email will help with resolution. Kindly let us know if any questions arrise or additional information is needed.

Thank you in advance.

Kind regards,

Spinlander Casino Representative

Yes, Spinlander, also specify that the second closure requested after the first was not calculated, it was done in January and you closed it for me anyway on January 13th instead of leaving it out like with me, thanks. Because then I'll look like an idiot.

Si, spinlander, specifica anche che la seconda chiusura richiesta dopo che la prima é stata non calcola é stata fatta gennaio e me lo avete chiuso comunque il 13 gennaio invece che tralasciando come con me, grazie. Perché poi passo per scemo io

Dear david19988,

Could you please provide any evidence regarding the first self-exclusion request you are referring to—the one from 9/1?

I apologize if I have missed anything, but I have not been able to find such evidence so far.

Thank you in advance for your cooperation.

September 1st? Get it from them since they have everything in the chat with live support, since you can't take screenshots on their live chat and we don't know why.

1 settembre? Si faccia dare da loro visto che hanno tutto le chat con l'assistenza live, visto che non si possono fare screen sulle loro chat live e non si sa come mai

Dear david19988,

I was referring to January 9th.

According to one of your messages, this was the first time you requested self-exclusion.

I sent you an email

Ti ho mandato una mail

Dear david19988,

Now I would like to clarify the timeline of events.

On 17/12, you requested your account to be closed without providing a specific reason, and the support team explained the available options to you.

However, since there was still a remaining balance on your account, the closure was not possible at that time.

After this, you continued to play normally until 09/01. On that date, you asked the support team either to grant you a bonus or to close your account.

At that point, you only mentioned dissatisfaction with low winnings.

On 13/01, you clearly informed the support team for the first time that you had a gambling problem, and your account was closed within 24 hours.

Is this correct? Would you like to add anything?

Feel free to share any additional relevant information.

The reason for closing on the 17th is in the messages from live support that you can't take screenshots, and despite this, even if I had received €2, they had to close it and ask for it as a refund. The rest was all done on the 9th and 12th of January, which I spoke to support again and expressed complaints and several thousand euros spent through their fault in those 2 days and it was closed on the 13th.

La chiusura del 17 la motivazione la hanno nei messaggi dell'assistenza live che non puoi fare gli screen, e nonostante questo anche avessi avuto 2€ me lo dovevano chiudere e glieli richiedeva come rimborso, il resto é stato fatto tutto il 9 e il 12, gennaio, che ho riparlato con l'assistenza e ho espresso lamentele e svariate migliaia di euro spesi per colpa loro in quei 2 giorni e mi é stato chiuso il 13

Dear david19988,

Here is the complete timeline of events with further explanation:

On 17/12, you requested that your account be closed without mentioning self-exclusion or any gambling-related problems. You stated low winnings as the reason for your request.

On 09/01, you contacted the support team again, expressing dissatisfaction with low winnings. You asked them either to grant you a bonus or to close your account.

On 13/01, you clearly informed the support team for the first time that you had a gambling problem, and your account was closed within few hours.

Please note that in none of your requests made prior to 13/01 did you mention self-exclusion or any problems with gambling.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor