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

I want my account closed I've been begging them to close account I've recorded every lane excuse they won't even set limits

Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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I have emailed you some details I've explained to them I need to close account as it's becoming a bit of a problem now they have chosen to ignore me and let me bet away .... All I want is account closed

Dear player, thank you for the email. Have you ever told the casino that you're struggling with gambling problems or addiction and want to close your account because of it?

I have checked the responsible gambling section on the casino's website and have found the following information:

To assist you in gambling responsibly we offer the Personal Limits feature. You can set limits on the amount you deposit, lose, wager, spend in one game, or on your account activity on the whole. This functionality can be accessed within your account in the "Personal Limits" section.

Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits, please contact our support team at support@spinrise.com.

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.

Can you please specify if you have access to the responsible gambling settings in your account? Can you request a self-exclusion directly in your account?

If you cannot see this feature, I would recommend contacting the casino via email support@spinrise.com as advised in the responsible gambling policy.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Let me know as soon as you send a self-exclusion request to the casino. Or I'd appreciate it if you could CC my email address natalia.b@casino.guru.

I have sent numerous emails for weeks to my so called VIP manager.... There are no settings for limits on my profile nor will they set limits through live chat since we started communicating I have sent 2 more emails to my VIP manager and have contacted live chat explaining I have problems gambling but not one of them has helped

Dear CasinoGuru Team,

We would like to clarify that Mr. ****’s account has been permanently closed today in accordance with his latest request.

It is important to address the inaccurate statement in his complaint regarding the absence of any limits. In fact, upon Mr. ****’s own request in June 2025, we applied a €200 daily deposit limit to his account as part of our Responsible Gambling measures.

We have consistently responded to his messages and acted in line with both his stated preferences and our Responsible Gambling policy. At no point was Mr. **** prevented from using the available tools to further restrict or close his account, and his earlier request for a deposit limit was implemented exactly as agreed.

Our team has now processed the permanent closure, and Mr. **** will no longer be able to access his account or our services.

Best Regards,

Spinrise Team

I'm delighted it's closed you are a site that should be reported I have every screenshot proving you are liers ...

Dear Spinrise Casino, thank you for closing the player's account.

Dear player, unfortunately, I haven't received any forwarded emails with the account closure requests from you, therefore, we cannot determine if the casino took action in a reasonable timeframe or not. Based on the screenshots of the WhatsApp conversation with support, you were told twice that account closure requests are processed via the email application (the same information is given in the responsible gambling policy), but you haven't forwarded any to me, so we don't know when you contacted support.

Additionally, it's important to understand the difference between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Based on the WA conversation screenshots you shared, you haven't informed the casino about any gambling addiction. Could you please forward me (to natalia.b@casino.guru) the emails you were sending to the casino for our analysis so that we can check if your case falls under the failed self-exclusion issue?

Thank you very much in advance for your cooperation!

So your making me out to be a lier

Dear player, my apologies for the delayed reply. I have checked the screenshots from your conversation with the casino support team on WhatsApp, and the only time you mentioned having gambling problems was on 13 August. If the casino closed your account on 15 August, we consider it to be a reasonable timeframe. Unfortunately, if you don't have any evidence of earlier mentions of the gambling problems or official self-exclusion requests, that said, the casino has acted adequately in this matter.

However, can you please help me recreate a timeline of your requests to lower your deposit limit from 200€ to 10€? As I can see, you wrote about it on 9 August on WhatsApp. Have you made any deposits afterwards?

There is a lot more emails you should look at and thank you for providing the information that I am not telling lies I've been trying to retrieve the deleted messages and emails to forward them on

Dear player, unfortunately, you haven't replied to any of my questions. I haven't received any more supporting evidence from you either.

Dear Cabra54,

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,
Natalia
Casino.Guru