Spinorhino Casino - Zahtev igrača za zatvaranje naloga je ignorisan.

Dear Casino Guru Team,

I am writing to file a formal complaint regarding Spinorhino Casino. Despite sending multiple emails requesting that my account be closed, the casino has refused to close it or respond adequately.

I have attached screenshots of my emails and correspondence with the casino as proof. This situation is extremely frustrating, and I believe the casino is acting against responsible gaming practices by not honoring my request.

I kindly request your assistance in resolving this matter and ensuring that my account at Spinorhino Casino is closed immediately.

Thank you for your attention and support.

sincerely,

Mustafa G.

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Dear Mgur79,

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your email.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Spinorhino Casino, 

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 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." 

Please send another email to Spinorhino Casino, add my email veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

I have just sent an email.

Thank you for your emails. Have you confirmed to the casino that you have chosen to self-exclude your account for at least 5 years? If so, kindly forward me your responses to the casino's suggestions to use other options besides self-exclusion as well.