SpinShark Casino - Zahtev igrača za zatvaranje naloga se ignoriše.

I have now requested account closure 10 times, both here in the live chat and via email to support;

I received confirmation from support that this was received months ago. Since then, I have lost several hundred euros because the casino refuses to close my account and process my request. I also requested a refund, which the casino ignored. Furthermore, I am losing money due to my gambling addiction, which I have also informed the casino of, yet the casino continues to ignore all my emails and support tickets!

I was already in a clinic because I wanted to hurt myself because of everything.

That's enough for me now. I've passed this on to my lawyer, I've contacted consumer protection, I've informed CasinoGuru, I've informed the relevant tax office, and I'm now going to go to the press and publish everything, including all the evidence.

I demand compensation for the payments I have made since requesting the deletion, and I demand reimbursement for the psychological distress I have suffered as a result; I almost took my own life.

I demand a solution NOW and NOT a transfer to email support! They have been ignoring my requests for MONTHS.

Ich habe nun bereits 10 mal eine Kontoschließung beantragt sowohl hier im Livechat als auch via Email an den Support; 

Mir wurde vom Support berreits bestätigt, dass dies auch schon vor Monaten bei Ihnen eingegangen sind, Seitdem habe ich mehrere Hunderte Euros verspielen können, weil Das Casino sich weigert, mein Konto zu schließen und meine Anfrage fertig zu bearbeiten, eine Erstattung für die Kosten wurde auch beantragt und vom Casino ignoriert, weiterhin verliere ich Geld wegen meiner Spielsucht und habe dies dem Casino auch so mitgeteilt, dennoch Ignoriert das Casino weiterhin alle meine Email uns Supporttickets! 

Ich war bereits in einer Klink, weil ich mich selbst verletzen wollte wegen dem ganzen. 

Es reicht mir jetzt, ich habe dies nun meinem Anwalt weiter gegeben, ich habe den Verbraucherschutz eingeschaltet, ich habe CasinoGuru informiert, ich habe das zuständige Finanzamt informiert und ich werde nun an die Presse gehen und das ganze inklusive aller beweise veröffentlichen. 

Ich verlange schadensersatz für meine Geleisteten Zahlungen seitdem ich die löschung beantragt habe und ich verlange eine Erstattung für die Psychische belatung, die daruch entstanden ist, ich habe mir fast das Leben genommen. 

Ich verlange JETZT eine Lösung und KEINE weiterleitung an den Mail support! Da dieser meine Anfragen seit MONATEN ignoriert. 

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear PK3112,

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 forward me the original, uncropped emails of your account closure requests 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

The casino has now simply blocked my account after 2 months without issuing a refund for the losses I incurred since requesting the account closure. I have already attached the original email; I cannot attach the live support chats because they have now blocked my account without initiating a refund.

This means they took two months to block my account and only acted when I threatened them with CasinoGuru and a lawyer, and then simply deleted it without any refund to get out of trouble.

Das Casino hat nun einfach nach 2 Monaten mein Konto gesperrt, ohne mir eine Erstattung für die Verluste zu stellen, seitdem ich meine Kontosperrung beantragt habe, die Originale Email habe ich bereits als anhang beigefrügt, die Live support Chats, kann ich nicht beifügen, da man mein Konto nun gesperrt hat, ohne eine Rückzahlung zu veranlassen.

Bedeutet, man hat sich 2 Moante Zeit gelassen für die Sperrung meines Kontos und hat, als ich dann mit CasinoGuru und Anwalt gedroht habe erst gehandelt und dann einfach gelöscht ohne jegliche erstattung um sich aus der Schlinge zu ziehen.

Thank you for your response. Unfortunately, the screenshot of your email does not contain all the information we need to proceed with our investigation of your complaint. Therefore, I kindly ask you to forward me the original email, preferably as an attachment in .eml format, directly to veronika.f@casino.guru.

If you sent multiple self-exclusion requests via email, please forward me the subsequent requests as well.

Dear PK3112,

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,
Veronika
Casino.Guru