Spinrise Casino - O pedido de encerramento da conta do jogador está atrasado.

I informed the casino via email that I have a gambling addiction and requested that my account be closed! But I'm being ignored! The live chat says I have to wait for a manager (who obviously doesn't work every day) before my request is processed. What is this?! This is unacceptable! Whoever works there needs to respond immediately! I still have the emails, even the manager's reply! But nothing is happening! I even made a deposit after my request, but I don't remember how much, although it wasn't a small amount!

Ich habe dem casino per email mitgeteilt, dass ich spielsüchtig bin und darum gebeten mein Konto zu schließen! Aber ich werde ignoriert! Es heißt im livechat dass ich auf den Manager warten muss (der ja nicht jeden Tag arbeitet) bis die Anfrage bearbeitet wird. Was ist das ???? Sowas geht nicht!! Egal wer da arbeitet die müssen sofort reagieren!! Die Emails habe ich noch sogar mit Antwort des Managers! Aber es passiert nichts !! Ich habe danach auch noch eingezahlt nach meiner Anfrage aber ich weiß nicht mehr wie viel aber es war nicht wenig !!

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 luckysun,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@spinrise.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@spinrise.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila