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Subject: Complaint Against SpinSpark Casino – Responsible Gambling Failure

Dear [Casino Guru / AskGamblers Support Team],

I am submitting a formal complaint against SpinSpark Casino regarding £770 in losses.

During my interactions with the casino, I clearly informed their support team that I am addicted to gambling. Despite this, my account remained active and continued accepting deposits, with no responsible gambling measures applied.

I also sent multiple emails and a live chat message warning SpinSpark that if they did not respond, I would escalate the complaint publicly. Despite this, they have not provided any response.

I am requesting that my complaint be reviewed, and that SpinSpark be prompted to properly address my case, including a review of my deposits and the consideration of a refund due to their failure to protect a vulnerable customer.

I can provide the following evidence:

Screenshots of the live chat where I disclosed my gambling addiction and warned them about public escalation

Copies of all emails I sent to SpinSpark

Proof of the £770 deposits

I appreciate your assistance in resolving this matter.

Kind regards,

[Redacted]

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Dear Player,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SpinShark Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you first request a self-exclusion from SpinShark Casino? Was it through live chat or via email?
• Do you currently still have access to your account?
• Additionally, could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your message and for looking into my complaint regarding SpinShark Casino.

Here is the timeline of the events:

I first informed SpinShark Casino that I am a gambling addict and asked them to through live chat and email on the 02/03/2026. I contacted them through live chat. Despite telling them about my gambling addiction and asking them to close my account permanently, my account is not close and I am gambling and they still accept my deposit.

Because of this failure to protect me after I clearly informed them about my gambling addiction, I continued gambling and lost approximately £770.On the 08/03/2026 they still accepted my deposit 25pounds ;28pounds and 25pounds.Till now they have not close my account and they are ignoring me through email they have never reply

My account is still opened, but the issue is that the casino failed to apply proper responsible gambling measures after I told them about my gambling addiction.

I will also send you any emails or screenshots of my communication with the casino as evidence.

Thank you for your help and support in resolving this matter.

Kind regards,

[Redacted]

Dear Player,

Thank you for your response. Could you please forward your email correspondence with the casino directly to my email at attila.g@casino.guru? Additionally, could you please attach receipts of your deposits from the 8th of March as well?

Thank you for your patience and cooperation.

Subject: Evidence and Urgent Update on SpinShark Complaint

Dear Attila,

I am writing to provide additional information and evidence regarding my complaint against SpinShark Casino.

I informed the casino that I am addicted to gambling. Despite this, I was still able to make deposits totaling £823 + £130 + £390. I won £1115, which has been paid to my bank, but my net loss remains £228.

Even more concerning, after I raised a complaint against them, SpinShark

continued to encourage me to play by offering bonus money and allowing further deposits. They have not responded to my emails for over two weeks. This demonstrates a clear failure in their responsible gambling practices and shows that they did not take my vulnerability seriously.

Please find attached:

Screenshots of my deposits on 8 March and other relevant deposits

All email correspondence with SpinShark Casino

Screenshots of bonus offers encouraging me to continue gambling

I hope this evidence will help you review my complaint thoroughly. Please let me know if you require any additional information.

Thank you very much for your assistance.

Kind regards,

[Redacted]

Dear Casino Guru Team,

I am writing to urgently update my complaint.

Despite informing the casino about my gambling addiction, they are still allowing me to deposit and continue gambling on my account.

This is extremely concerning, as I have clearly stated that I am a vulnerable customer, yet no effective measures have been taken to restrict or protect my account.

I request your immediate assistance in this matter and ask that this be treated as a priority, as I am still at risk of further losses.

Please advise on the next steps and whether you can intervene with the casino.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Igor,

I would like to provide an important clarification regarding the timeline of events.

I informed the casino about my gambling addiction, yet I was still able to deposit and gamble afterward. Specifically, I made a deposit of £130 on 16/03/2026 and 17/04/2026

My account was only closed later, on 17/03/2026. This shows that despite being aware of my vulnerability, the casino did not act promptly to restrict my account or prevent further gambling activity.

As a result, I continued to incur financial losses after clearly notifying them of my condition. I believe this represents a failure in their duty to protect a vulnerable customer.

I kindly ask that this be taken into consideration when reviewing my case and my request for a refund.

Please let me know if you need any supporting evidence.

Kind regards,

Golda05

Dear Golda05,

I am sorry to hear about your problem with SpinShark Casino.

I will now try to contact a SpinShark Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a SpinShark Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Dear Igor,

Thank you for your help and for contacting SpinShark Casino.

I will cooperate fully and provide any additional information if needed.

I look forward to resolving this matter.

Kind regards,

Golda

Dear Igor,

I hope you are well. I just wanted to follow up on my complaint as I haven’t received any update since Sunday.

Could you please let me know if there has been any response from the casino?

This matter is very important to me, and I would appreciate an update.

Kind regards,

Golda05

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.

Dear Golda05,

I have repeatedly tried to contact SpinShark Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor