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Good evening, I asked in the chat to close my account for gambling addiction. They told me I had to send an e-mail. I sent the email requesting the first on 16/02/2026 and the second on 22/02/2026 so far no one has answered me. And my addiction caused me to deposit €625 and lose all my money!!! I want my money back, otherwise I'll file a complaint for breaking the rules. I tried to commit suicide because of this addiction, I indicated this as you can see in the emails below and I have been completely ignored with no response so far! I want to close my account and I want my money back. ALL OF IT!!! Or I'm going to court with this casino!

Boa noite, pedi no chat para fecharem a minha conta por vício de jogo. Disseram-me que tinha que enviar um e-mail. Enviei o e-mail a solicitar o primeiro dia 16/02/2026 e o segundo dia 22/02/2026 até agora ninguém me respondeu. E o meu vício fez com que depositasse 625€ e perdesse todo o meu dinheiro !!! Quero que me devolvam o meu dinheiro sobre pena de efetuar uma queixa por violarem as regras. Tentei-me suicidar por causa deste vício, indiquei isso como podem ver nos emails abaixo e fui completamente ignorada sem nenhuma resposta até agora! Quero encerrar a minha conta e quero o meu dinheiro de volta. TODO!!! Ou vou para tribunal com este casino!

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Stay safe.

Dear Mcmp,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I checked the Responsible Gambling Policy and I found this:

When to Take a Break

If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at block@super-spin.com.

During the exclusion period, your account will remain inaccessible, and you are not permitted to create new accounts. After the selected period has ended, your account can be reactivated only upon request. super-spin.com bears no responsibility if you continue to gamble using another account, name, or address during the exclusion period.

SELF-LIMITATION AND OTHER OPTIONS

We offer a variety of tools to help you control your gambling:

Self-exclusion: Full account block for a specified period (up to 12 months)

Disabling promotional messages: You can unsubscribe from emails, SMS, push notifications, and bonus offers either in your account settings or by contacting support.

To request any of the above options, contact our support team and include your account ID and the exact limitations you'd like to apply.

Have you attempted to send the self-exclusion request to block@super-spin.com? Do I understand correctly that you still have access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good afternoon, yes, I still have access to the casino account.

and no, I didn't send it to that email, because live support told me to send it to the email where I sent it, they were the ones who gave me the email!

in addition to having access to my casino account, they are also giving me a bonus offer to my VIP manager!

Boa tarde, ainda tenho acesso a conta de casino sim.

e não, não enviei para esse e-mail, porque o suporte ao vivo me indicou para enviar para o e-mail onde enviei, foram eles que me forneceram o e-mail!

para além de ter acesso a minha conta do casino, ainda me fazem oferta de bónus a minha gerente VIP!

Today the live chat showed me the vip email address to send the closure request to. I sent it and even asked for the money back. They didn't close my account and asked me to wait. I still have access to the account!

they never told me in the chat about this e-mail that you told me here !

Hoje o chat ao vivo me indicou o e-mail vip para enviar a solicitação de encerramento. Eu enviei e inclusive solicitei a devolução dos montantes também. Não me fecharam a conta e ainda me pediram para aguardar. Continuo a ter acesso a conta !

nunca no chat me falaram desse e-mail que vocês me falaram aqui !

I've spoken to chat again now! And the messages received were these !

it's unfortunate! Don't play in this casino it's a FRAUD !!!

Falei com o chat agora novamente ! E as mensagens recebidas foram estas !

é lamentável! Não joguem neste casino é uma FRAUDE !!!

They've closed my account now!

I can't access the casino anymore but they haven't made any reference to refunding the money.

Encerraram a minha conta agora mesmo!

já não consigo aceder ao casino mas não fizeram nenhuma referência q devolução dos valores.

I received this reply from the casino!

I need your help

Recebi esta resposta do casino!

preciso da vossa ajuda

I'd like you to help me !!!!

these scammers are cheating a lot of people, not just me

Gostava que vocês me ajudassem !!!!

estes golpistas estão a enganar muita gente não só a mim

Thank you very much for your reply, Mcmp. Could you please clarify when exactly you made the last successful deposit and how much it was?

The last deposit was on the 22nd for €20

O último depósito foi dia 22 no valor de 20€

Hello Mcmp,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It's a shame!

É lamentável !

Hello Mcmp,

I apologize for the late reply. Have there been any developments since your last message, please?

There's been no news. The casino is still saying it won't refund the money, and it blocked my account on the date I gave you.

Não houve nenhuma novidade. O casino continua a dizer que não vai devolver o valor, e bloqueou a minha conta na data que vos indiquei.

Dear Mcmp,

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, Martin (martin.l@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,

Kristina

It is regrettable that a casino does not offer the minimum of security to a player with an addiction. All Portuguese casinos protect their players and I regret this whole situation and the time it takes to be dealt with. I have already filed several complaints, including a request that this casino be blocked in Portugal. I hope that you can reach an agreement and that this situation can be resolved quickly.

e de lamentar que um casino não ofereça o mínimo de segurança a um jogador com um vício. Todos os casinos portugueses protegem os seus jogadores e de lamentar toda esta situação e o tempo que demora a ser tratada. Já apresentei vários denuncias inclusive para que esse casino seja bloqueado em Portugal. Espero que cheguem a fala e que se resolva rapidamente esta situação

Hello Mcmp,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

Good afternoon, I've already filed a case with the general gaming inspectorate. And so far I haven't had a response. The situation is under analysis. But I'll be sure to keep you informed if there are any replies. I'm going to see this through to the end!!!

Boa tarde, eu já entrei com um processo na inspeção geral de jogos. E até agora não obtive ainda resposta a situação encontra-se em análise. Mas se houver respostas também vos mantenho informados. Vou levar isto até às últimas consequências !!!

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.

It's unfortunate that there's still not a single response on this subject!

such a serious, serious matter. I would like to appeal to everyone who likes to gamble safely, not to play on this site. Because you won't even get an answer from the casino!

Lamentável ainda não haver uma única resposta neste tema !

mim assunto tão grave e tão sério. Quero apelar a todas as pessoas que gostam de jogar em segurança, não joguem neste site. Porque nem resposta vão obter da parte do casino!

This whole situation and no response is regrettable. This case cannot be trusted at all. Before you place any bets on this site, take a look at this situation! So you don't have to go through at least

Lamentável toda esta situação e nenhuma resposta. Este caso não é de todo de confiança. Antes de fazerem qualquer aposta neste site, vejam esta situação ! Para não terem de passar pelo menos

Dear Mcmp,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. 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 notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards

Martin