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Title: Permanent self-exclusion ignored, lost 36,396.72 SEK, and continued marketing emails

Complaint:

On 29 April 2025, I sent an email from my registered address to SpinBetter support asking to permanently close and block my account (ID: 1208441011) and to remove me from all marketing communications. My request was explicit: "Please block my account permanently, and remove me from all marketing communication and promotions."

SpinBetter replied the same day, acknowledging my request. I never asked to reopen my account. Despite this, the following happened:

On 25–26 August 2025, I was able to log in and deposit a total of 36,396.72 SEK, which I lost.

I continued to receive promotional and marketing emails for months after my exclusion request (screenshot attached).

When I raised this issue with SpinBetter, they denied that they had any record of my exclusion request and told me to send a new request to another email address (block@spinbetter.com).

This is a serious breach of responsible gambling obligations and of the Curacao Gaming Authority’s Responsible Gambling Policy, which requires operators to:

• Enforce permanent self-exclusion immediately and irreversibly upon request.
• Prevent excluded players from depositing and gambling.
• Stop sending marketing to excluded players.
• Not complicate or delay the self-exclusion process by redirecting the player to another channel.

Important clarification: According to the CGA Responsible Gambling Policy (2025), operators must enforce a permanent self-exclusion without questioning the player’s decision or requiring a reason to be given.

This means that even though I did not explicitly state "gambling addiction" in my April 29th request, the request was still valid and binding. SpinBetter was obligated to act on it. Their failure to do so – combined with the continued marketing emails and the attempt to make me re-submit my exclusion via another address – is a direct violation of their licensing obligations.

I am therefore requesting:

• A full refund of my deposits made after 29 April 2025 (36,396.72 SEK).
• Written confirmation that my account has now been permanently and irreversibly closed.
• Immediate removal from all marketing communications.
• 
  

Evidence attached:

• My original self-exclusion request (29 April 2025).
• SpinBetter’s acknowledgement (same day).
• Full list of deposits on 25–26 August 2025.
• Screenshot of promotional emails received after my exclusion request.
• Copy of SpinBetter’s recent email telling me to re-submit my exclusion to block@spinbetter.com

I kindly ask CasinoGuru to assist me with this complaint and hold SpinBetter accountable for ignoring a permanent self-exclusion request.

Best regards,

Fhardy

Dear Fhardy, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to 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 if you ever stated that gambling problems/addiction were the reason for closing your account? Based on the email communication you shared, the casino inquired about the reason for closing your account and your response was "no, thank you"?

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. 

Additionally, please specify if your casino account is open at the moment.

Thank you very much in advance. 

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia,

Thank you for your response. I’d like to clarify a few important points:

On 29 April 2025 I did not request a simple account closure – I explicitly wrote:

"Please block my account permanently, and remove me from all marketing communication and promotions."

This is not a temporary closure request. I clearly asked for a permanent block, which under the Curacao Responsible Gambling Policy (2025) falls under the scope of self-exclusion.

The casino acknowledged my request the same day, which proves that they received it. I have uploaded proof of this, but I will also send that to your e-mail as requested.

According to the CGA Responsible Gambling Policy (2025), a permanent exclusion request must be enforced immediately, without requiring the player to state a reason such as gambling problems. The rules specifically say that the operator must not delay or complicate the exclusion process by asking for justification.

Despite this, SpinBetter:

• Allowed me to log in and lose 36,396.72 SEK on 25–26 August 2025.
• Continued sending me promotional emails for months after my exclusion request.
• Claimed they had "no record" of my exclusion, even though I have their acknowledgement from April 29.

Just to be absolutely clear: I was able to log in again today, which confirms that my account is still open. This alone demonstrates that SpinBetter has not enforced the permanent block I requested months ago. I have attached a screenshot showing that I can still access my account as further proof.

I have sent the following in a separate email to you:

• My original exclusion request (29 April 2025).
• SpinBetter’s acknowledgement of said request.
• Deposit list.
• Promotional email evidence.
• Screenshot showing that I can still log in today.

In summary: Even if I did not use the exact words "gambling addiction", my request was explicit, permanent, and binding. Under CGA rules, SpinBetter had an obligation to treat it as such and block my account immediately. The fact that I can still log in shows ongoing non-compliance.

Hello,

Thank you for your message. For a permanent block (self-exclusion), the request must be sent to the dedicated address: Block@spinbetter.com

— you can find it on our website under Contacts.

We checked that mailbox for the stated period (from 29 April 2025) and did not find any emails from you. Because the request was not submitted to the designated address, your account was not blocked. Please note that contacting general support does not trigger an account block; it is only actioned once the specialized department receives the request at the dedicated mailbox.

What to do now (quick steps):

From your registered email, write to Block@spinbetter.com

with the subject "Permanent self-exclusion".

Include your full name, player ID, and date of birth for verification. You may copy your 29 April message.

Once received, we will apply the permanent block and remove you from marketing communications, and we will confirm by email.

SpinBetter Team

Dear SpinBetter,

Thank you for your reply. However, your explanation is not acceptable under the Curacao Gaming Authority’s Responsible Gambling Policy (2025).

On 29 April 2025, I sent a permanent block request to your official support address from my registered email.

You acknowledged receipt the same day, which makes the request valid and binding.

The CGA Responsible Gambling Policy explicitly prohibits operators from complicating or delaying self-exclusion by redirecting the player to another channel.

Therefore, your argument that the request must be sent to block@spinbetter.com is irrelevant. Once acknowledged, you were obligated to act immediately.

By allowing me to log in and lose 36,396.72 SEK on 25–26 August 2025, and by continuing to send me promotional emails, SpinBetter has violated the Responsible Gambling Policy and failed to protect me as required under your license.

I therefore maintain my request for:

• A full refund of all deposits made after 29 April 2025 (36,396.72 SEK).

• Written confirmation that my account is now permanently and irreversibly closed.

• Immediate removal from all marketing communications.

I kindly ask CasinoGuru to take note that SpinBetter is attempting to evade responsibility by shifting the burden onto the player, despite clear regulatory obligations.

Best regards,

Dear SpinBetter Casino, thank you for checking the details. Can you please specify if the player's account is still open? If yes, would it be possible to initiate a self-exclusion manually based on the information in this complaint thread and the explicit wish of the player to be self-excluded?

Dear player, upon checking the self-exclusion policy of the casino, I have found the following information:

Self-exclusion can be initiated through:

The self-exclusion tool available in the Player’s account (if accessible); or

By submitting a written request to block@spinbetter.com

To process the request manually, the Player must attach a valid copy of their identity document (ID or passport) for verification. Self-exclusion takes effect only after full verification of the Player's identity.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email or message goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded - gambling addiction. 

I have reviewed the details that you shared while submitting your complaint, and your account closure request cannot be considered a valid self-exclusion request. Unfortunately, your message was not sent through the casino’s designated channel for such matters. Casinos typically require these requests to go to a specific address or form so they can be processed correctly and without delay. You haven't acknowledged any gambling problems or addiction in your message. When the casino asked you for the reasons why you decided to close your account, you didn't answer anything and, therefore, your message couldn't trigger the self-exclusion process.

If your account is still open, you can follow this guideline and send your request to the correct address at block@spinbetter.com:

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 be excluded 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 Natalia,

Thank you for your clarification, but I must respectfully disagree.

In February 2025, the Curacao Gaming Authority updated its Responsible Gambling Policy.

The rules are clear:

• Permanent self-exclusion must be enforced immediately and irreversibly.

• Operators must not redirect the player to another channel or require reasons like "gambling addiction."

• Excluded players must not receive marketing.

On 29 April 2025, I requested a permanent block of my account. SpinBetter acknowledged this the same day, making it valid under the updated rules. To remove any doubt, I resent my request to block@spinbetter.com on 28 August 2025, and SpinBetter replied on 30 August 2025, confirming receipt.

And yet — despite two confirmed requests — my account is still active. Today I was able to log in and even make a new deposit. To be clear, I did this only to demonstrate the ongoing non-compliance. Screenshots have been provided to you by email as evidence.

This is undeniable proof that SpinBetter has failed to enforce my self-exclusion and remains in direct violation of the updated CGA Responsible Gambling Policy.

I kindly ask CasinoGuru to consider these facts and hold SpinBetter fully accountable.

Best regards,

Fhardy

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Hello,

Following your request submitted on the 28th, our Security Department has carefully reviewed it and decided to block your account as per your instructions.

Thank you for your cooperation and for playing responsibly.

Best regards,

Dear Fhardy,

It’s a pleasure to e-meet you. My name is Kubo, and I have been assigned to handle your complaint.

After carefully reviewing all the information regarding your case, I must inform you that I do not find sufficient grounds to approve your refund request. While you did send an email on April 29 requesting account closure, as my colleague Natalia previously noted, an account closure request is not the same as a self-exclusion request.

Despite your obvious familiarity with the self-exclusion policy, your request was sent to the wrong email addresses - one of which was invalid and the other being a general support address. The casino's support team responded in line with standard procedure, asking for the reason for your closure request. If you had disclosed a gambling problem at that point, your request would have been treated as a self-exclusion request and your account would have been closed accordingly. However, your response - "No, thank you" - did not indicate a gambling issue, and as such, the casino was not obligated to process your request as self-exclusion.

Nearly four months later, you returned to the casino, deposited several thousand SEK, and subsequently requested a refund after losing those funds. I’m very sorry for your experience, but approving your refund under these circumstances would not align with our internal policies or our responsible gaming principles.

To summarize, your refund request for deposits made between August 25 and 26 cannot be approved for the following reasons:

• Invalid self-exclusion request: A valid self-exclusion request must explicitly mention a gambling problem. A standard account closure request is not sufficient.
• Refusal to disclose reason: When asked for the reason behind your closure request, you declined to provide one, which meant we had no basis to treat it as a self-exclusion matter.

Finally, I’d like to address your reference to CGA rules. The claim that "Operators must not redirect the player to another channel or require reasons like ‘gambling addiction’" is inaccurate and not supported by the regulations.

Dear SpinBetter Casino,

Regarding the email sent by the player to your dedicated address on August 28, in which she explicitly requested permanent and irreversible self-exclusion: Could you please clarify why this request was not processed in accordance with your self-exclusion policy?

Thank you for your attention.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are submitting the transcript of the player’s correspondence with the block mailbox. It clearly shows all messages and the responses to them.

Since we did not receive a proper request from you specifying the reason for the account block, we blocked your account based on your complaint posted here on the forum, rather than on any official request, as none was provided.

We ask the forum administration to review the document and issue a ruling.

Dear SpinBetter Casino,

Thank you for providing the additional evidence. As a final step, I kindly ask you to proactively remove the player’s email address from your marketing list. This way, you will ensure she does not receive promotional emails or other gambling-related messages that could invite her to relapse. It is important that this responsibility not be placed back on the player.

Dear Fhardy,

As I mentioned in my previous post, we are unable to support your claim for a refund of deposits made prior to the application of your self-exclusion due to a gambling problem. Unfortunately, you explicitly declined to provide the reason for your account closure request, and without that information, we were unable to intervene on your behalf at the time.

Your request on August 28 was indeed clear; however, again - it did not contain any indication of a gambling problem. Once the casino acknowledged your gambling issue through this complaint thread, they took immediate action to block your account, even though you had not directly communicated the reason to them.

For these reasons, we are unable to uphold this complaint and must reject it as unjustified.

I understand this may not be the resolution you were hoping for, and I regret we cannot provide a more favorable outcome. Please remember that if you encounter any issues with this or another casino in the future, you are always welcome to contact our Complaint Resolution Center. We remain here to assist you.

Best Regards,

Kubo