The player from Germany repeatedly attempted to set a deposit limit and close her account due to gambling addiction, but the casino failed to respond properly. After continued losses, her account was suspended for one month instead of being closed as she had requested. During this time, she lost approximately €500. The Complaints Team, after reviewing the situation, found that the casino's handling of the player's self-exclusion request was inadequate, as it prioritized retaining her VIP status over addressing her gambling concerns. However, the complaint was ultimately deemed unjustified due to the absence of an explicit mention of a gambling problem in earlier communications, leading to a rejection of her request for further compensation.
Spinrise Casino - Player’s account has not been closed.
Amount: €500
Spinrise Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Dear Casino Guru Team, I tried several times to set a deposit limit at this casino, but they simply didn't do it. Then, on May 8, 2025, I requested that my account be closed due to gambling addiction, again unsuccessfully. I received numerous replies along the lines of "think again, blah blah...", which is truly irresponsible. After I continued losing money, I received an email stating that my account would now be suspended for one month. But that's not what I wanted—I requested the account closure (multiple times). After informing the casino about my gambling addiction (via email) on May 8, I lost an estimated €500. I'm happy to forward all the unsuccessful email communications to you. Best regards
Dear zeninosilla,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Have you contacted the casino via email [email protected] to submit a self-exclusion request as specified in their responsible gambling policy?
- Could you please confirm that you informed the casino about your gambling addiction in your self-exclusion request? Have you mentioned that you wanted an indefinite closure of 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 [email protected].
Thank you very much in advance.
Best regards,
Natalia
Dear Natalia, thank you for the quick reply.
Have you contacted the casino by email? to submit a request for self-exclusion in accordance with the Responsible Gambling Guidelines ?
-> yes
Could you please confirm that you have informed the casino of your gambling addiction in your self-exclusion request? Did you mention that you wish to have your account closed indefinitely? Would you be so kind as to forward the account closure requests you sent to the casino to me? My email address is .
-> Yes, I stated my gambling addiction as the reason. I forwarded the email to you.
Best regards
Dear Team and Zeninosilla,
Thank you for taking the time to share your experience.
We have carefully reviewed your case and communications. While we acknowledge there were several different requests made over time—including setting deposit limits, receiving bonuses, and ultimately requesting account closure—we understand that your most recent and serious concern was related to gambling addiction. Upon receiving your request on May 8th, we initially applied a one-month Cooling-Off period based on the language in your last email. However, we fully recognize that your communication indicated a stronger need for immediate and permanent self-exclusion due to addiction concerns.
We regret that our interpretation of your request may have delayed the appropriate action. In response to your most recent communication and to prevent any further harm, we have now permanently closed your account and ensured no further access will be possible.
Please know that we take responsible gambling matters extremely seriously, and we are reviewing this case internally to ensure improvements are made in handling similar requests with greater clarity and urgency in the future.
Best regards,
SpinRise Team
Dear zeninosilla, I have received an email that you sent to me yesterday. I can see that you specified that you wanted your account to be closed due to gambling addiction in your email to the casino on 08.05.2025. The casino replied to you in 30 minutes and asked you to confirm what the next step should be, suggesting that they could impose a deposit limit or close your account for a week instead.
- Have you responded to that email asking for the permanent self-exclusion?
- Since when has your account been blocked for a month?
- When did the loss of €500 occur?
Please check our recommendations on how to properly request a self-exclusion. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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 to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have 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."
Dear Spinrise Casino, thank you for joining this discussion and imposing a permanent self-exclusion on the player's account.
Could you please specify the date when exactly the one-month cooling-off period was applied to the player's account? Was it done immediately after the player informed you about the gambling addiction?
Dear Natalia and Zeninosilla,
Thank you for your message and for allowing us to address this matter.
We understand the importance of providing clear information in such sensitive cases. After carefully reviewing the player’s communication history, we can confirm that we received a message mentioning gambling addiction on May 8th. Following this, our team offered responsible gaming tools, including the option to set limits.
At that time, the player appeared undecided between a deposit limit and a cooling-off period. After further consideration, a one-month cooling-off period was applied, as per the player’s eventual request. Please note that the permanent self-exclusion was implemented later, in accordance with the player’s latest instruction and in full alignment with responsible gaming procedures.
We remain fully committed to ensuring a safe and responsible gaming environment. If there are any further questions or if you require documentation to confirm the timeline of these actions, we’d be happy to provide this via direct communication.
Best regards,
SpinRise Casino Team
Response to the statement from SpinRise Casino
Dear Casino Guru Team,
Thank you for the opportunity to comment on the statement from SpinRise Casino.
I strongly reject the casino's representation on several points. In particular, I emphasize that on May 8, 2025, I explicitly and unequivocally requested the immediate closure of my account, citing gambling addiction. In such a situation, the casino is obligated, in accordance with common standards of responsible gaming—and in particular, taking into account its own terms and conditions and industry-standard regulatory requirements—to close the player's account immediately and without further delay.
Instead, the casino's response was a one-sided relativization of my concerns, with phrases like:
"A complete account closure can lead to a spontaneous switch to another provider."
and
"50 EUR is a very low limit – doing so would result in you losing your VIP status and any potential bonus offers."
These statements are exemplary of a handling that does not reflect the seriousness of the situation and can in no way be considered an offer of "responsible tools." Rather, they represent a trivialization of the problem of gambling addiction and an attempt to exert influence with economically motivated considerations (keyword: VIP status), which, in my view, represents a clear violation of the principles of player protection.
Despite my repeated and clear request for a deposit limit of EUR 50, this was initially rejected or downplayed, and my account was only temporarily blocked on May 13, 2025 – five days after my first written request for closure. During this time, I incurred gambling losses totaling approximately EUR 500, which would have been prevented had my account been blocked immediately.
The casino's statement that it acted "in full compliance with the rules for responsible gaming" is, in my view, completely unfounded.
I call on the casino to take responsibility for its misconduct, particularly with regard to the failure to immediately implement my request of May 8, 2025, as well as the questionable communication and influence, which, in my opinion, is in clear contradiction to the principles of player protection.
Thank you for considering my request and I hope for a fair assessment of this case.
Best regards
Thank you very much, zeninosilla, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Jacob,
I hope you are doing well.
A few days ago, my complaint against SpinRise Casino was forwarded to you. Since I haven't received any response yet, I wanted to politely inquire if there is any news or update on the status of my case.
Thank you in advance for your feedback and support.
Dear zeninosilla,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
Dear Spinrise Casino,
Welcome to this complaint thread, and thank you for your prompt response.
At Casino Guru, we place a strong emphasis on promoting responsible gambling, which we consider one of the most critical aspects when assessing the safety of an online casino for vulnerable players. From our perspective, when a player discloses a gambling problem, it is the casino’s duty to act promptly and appropriately - specifically, by restricting the player’s access to gameplay and preventing further deposits and potential gambling harm.
We are concerned that, in this case, the casino appears to have prioritized retaining the player’s VIP status over addressing their disclosed vulnerability. Offering limit adjustments instead of enforcing an account closure - and even persuading the player to raise their limits - deviates significantly from the standards we expect from operators who claim to uphold responsible gambling policies.
Gambling addiction is a serious matter. While individuals experiencing addiction may sometimes appear indecisive, a casino committed to responsible conduct should be able to recognize these signs early and take preventive action without hesitation or ambiguity. According to our position, the player’s account should have been restricted within a reasonable timeframe following their explicit self-exclusion request on May 8.
As I understand it, a monthly cooling-off period was set on May 13, which was then converted into a permanent self-exclusion on May 20 - is this correct?
Could you please confirm whether the player made any deposits during this period? Were there any winnings or losses resulting from an active balance? I would appreciate it if you could provide a full financial breakdown (including deposits, withdrawals, winnings, and losses) for the period between May 8 and the date the self-exclusion was applied.
Please feel free to send the documentation and supporting evidence to my email: [email protected].
Thank you for your cooperation.
Best regards,
Kubo
Dear Team,
Thank you for your response.
We would like to note that the from the moment of the player’s closure request on May 8 until the account was closed on May 13, successful deposits totaling €150 were made.
We would also like to inform you that we are ready to refund this amount to the player.
Our team has already requested the necessary details from the player via email.
Best regards,
Spinrise Team
Supplementary statement on the complaint against Spinrise Casino
Dear Kubo,
Thank you very much for your support in my case so far and for the casino's feedback.
I would like to make the following additional comments on the current situation:
1. Repeated, documented requests for account closure or limits were ignored
Between March 21 and April 7, 2025, I sent a total of 17 emails to the casino, requesting either the closure of my gaming account or the establishment of a deposit limit. These requests were clearly worded, repeated, and documented. Instead, the responses were sometimes not received at all, sometimes with considerable delay – and my clear requests were not implemented, but rather qualified with trivializing statements, bonus offers, or references to my VIP status. The intended protective mechanisms were thus systematically ignored or deliberately delayed.
Although I explicitly requested a limit on my gaming activity, no action was taken. Only weeks later—after many more messages from me—was a temporary break finally implemented, but not for six months as I had requested, but only for one month.
In my opinion, this behavior clearly contradicts the requirements of the company's own terms and conditions regarding responsible gaming as well as the generally accepted standards of player protection.
2. Violation of the Terms and Conditions and License Obligations
According to its own Terms and Conditions (T&Cs) and the Responsible Gaming Standards to which every licensed online casino must adhere, Spinrise is obligated to take immediate preventative measures if signs of a gambling problem are identified. These include, in particular:
the immediate freezing or closure of the game account at the player’s request,
the timely and consistent implementation of deposit limits,
and considering repeated communication behavior as a warning signal.
In my view, the failure to respond to my 17 emails constitutes a clear breach of these obligations. It was obvious that I was seeking gaming control support—the casino should have complied immediately and without discussion.
3. Misconduct even after indication of gambling addiction
On May 8, 2025, I explicitly informed the casino of my gambling addiction and again requested that my account be closed immediately. Instead, the casino:
urged to take a break instead of closing,
tried to persuade me to increase the limit I requested (I requested a monthly deposit limit of 100 or 50 euros, and I was first offered 1,000, then 500 euros)
affected by the impending loss of my VIP status,
and finally closed for a month on May 13th.
This delay also violates the principles of player protection. During this time, I lost another €150.
4. Refund is inadequate
I acknowledge that the casino is willing to refund me these €150. This is a step in the right direction, but in my opinion, far from sufficient:
The failures did not begin in May, but already in March.
If my requests had been taken into account at that time, I would not have lost several thousand euros.
Even though I didn't explicitly use the word "gambling addiction" in March, my condition and my need for help from a responsible casino were clearly evident.
5. Claim for further compensation
I therefore expect appropriate compensation, which also takes into account the period from March 21 to April 7, 2025. During this period, I repeatedly attempted unsuccessfully to close my account or impose a deposit limit – which, for reasons unknown, were not implemented. This resulted in significant, avoidable losses.
I am happy to provide all email correspondence in full for review.
I thank you again for your support and hope for a fair and comprehensive resolution of this case.
Best regards.
Hello Kubo,
I wanted to ask briefly whether there is any news regarding my last statement, which I submitted last week.
This message is merely a brief inquiry and should not be considered as a reason to extend the current deadline.
I look forward to receiving feedback on the status of things.
Thank you in advance and kind regards
Hello zeninosilla,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you for your feedback and the information about the deadline extension.
I understand that my request will be handled by someone who is familiar with the entire process – especially with such a sensitive topic.
At the same time, I very much hope that a timely and fair decision will be made, as the process has put a great deal of emotional and financial strain on me.
Thank you in advance for your effort and understanding.
Dear zeninosilla,
I apologize for my absence due to recent sick leave. I noticed from one of your recent posts that you've been attempting to close your account since March 21. However, you haven't provided any correspondence regarding this, and you also acknowledged not mentioning a gambling issue. From our standpoint, if a gambling problem isn't specified, the casino is not obligated to follow responsible gambling or self-exclusion policies. It's concerning that the casino tried to persuade you to reconsider when you requested a deposit limit. However, these limits are not binding, and unless a gambling problem is explicitly mentioned, players are considered to have control over their actions and are responsible for them.
Your first valid self-exclusion request was submitted on Thursday, May 8. Like at many online casinos, self-exclusion requests are manually processed by relevant departments, requiring time to ensure proper handling. We respect this processing period within a reasonable timeframe of a few business days, which was the case here as your account was closed within three business days. Unfortunately, your deposits were made during this processing period before the casino could take action. Additionally, deposits or losses made before the valid self-exclusion request are not eligible for refunds.
Due to these reasons, I must regretfully reject your complaint as unjustified.
For future reference, I recommend clearly stating a gambling problem when requesting self-exclusion due to such issues. If the casino fails in such cases, we would certainly intervene. However, no failure on the casino's part was recorded in this instance.
Thank you for your understanding, and I apologize for not being more helpful in this situation.
Dear Spinrise Casino,
Thank you for sharing the additional details about this case. I want to highlight the importance of responsible gambling tools, such as deposit limits, in helping players who may be at risk of developing gambling problems to reduce potential harm. Encouraging players to avoid setting these limits, whether through the loss of VIP status or bonuses, is not a best practice. I strongly recommend avoiding such approaches in the future to uphold safe gambling practices at your casino.
Thank you for your cooperation.
