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Hello, due to gambling addiction I tried to have my account blocked and deleted.

I did this via email on July 8, 2026. I received no reply, so I wrote again. I had won €1250 in my account and requested that the account not be deleted until the money was ready to be withdrawn. This email was answered within two hours. Due to my gambling addiction, I gambled away the money.

Therefore, I demand a refund of the lost money, as the casino could restrict the functions.

Hallo ich habe aufgrund der Spielsucht mein Konto versucht zu sperren und zu löschen.

Dies habe ich am 08.07.2026 per Email getan. Es kam keine Antwort und ich habe daraufhin nochmals geschrieben. Ich hatte auf meinem Konto 1250 Euro erspielt und habe gebeten das Konto so lange nicht zu löschen bis das Geld ausgezahlt werden soll. Auf diese Email wurde innerhalb von 2 Stunden geantwortet. Aufgrund meiner Spielsucht habe ich das Geld verzockt.

Daher fordere ich das verlorene Geld zurück da das Casino die Funktionen einschränken könnte .

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.
• Is your account still open, or has the casino closed it in the meantime? If it has been closed, kindly specify the date of closure.
• Have you made any deposits into this casino since 8 July, when you requested to be self-excluded?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, it's still active and I made a deposit today. I've forwarded the emails to you.

Hallo es ist noch aktiv und ich habe heute noch eingezahlt. Ich habe Ihnen die E-Mails weitergeleitet.

Thank you for your emails. Have you received any responses from the casino regarding your self-exclusion requests, either from their support email or their customer care email? If so, please forward their responses to me as well.

Hello, I didn't receive any feedback at the time. When I informed them that the account shouldn't be blocked, they simply replied that they were pleased I would remain a customer.

The account was not restricted.

I'm forwarding this email now.

Hallo ich habe damals keine Rückmeldung erhalten. Als ich denen mitgeteilt habe dass das Konto nicht gesperrt werden sollte haben die nur mitgeteilt dass sie sich freuen dass ich weiterhin Kunde bleibe

das Konto wurde nicht eingeschränkt

Email leite ich jetzt weiter

I wrote to the casino again!

Ich habe dem Casino nochmals geschrieben !

Dear andreastueker

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, Matej (matej.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,

Veronika

Hello andreastueker, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SPINIMAX Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I contacted the casino again and asked them to close the account. Nothing has happened.

I received a cashback bonus last Friday and another one today, totaling €300. However, the account will not be deleted or restricted.

Since my self-exclusion, I have deposited another €830!!!

Ich habe nochmals das Casino angeschrieben und gebeten dass Konto zu schließen. Es passiert nichts

ich habe jetzt letzte Woche Freitag und heute jeweils einen Cashback alsBonus erhalten . Insgesamt 300 €. Aber das Konto wird nicht gelöscht oder eingeschränkt.

ich habe seit meinem Selbstausschluss 830 € nochmals eingezahlt !!!

Dear andreastueker, I have contacted the casino myself as well, hoping for a speedy response.

Does this mean you have now deposited over 2,000 EUR since the original self-exclusion request?

No, I had won and tried to withdraw the money! That was €1250. I also requested that the money be paid out and then the account deleted. Due to my gambling addiction, I gambled the money away again and have since deposited almost €850 more. They don't respond to emails; I've asked several times now to delete the account. Nothing happens, but when I reply to a bonus request via email, it's processed within a few hours, and I get a response from the casino.

Nein ich hatte gewonnen und das Geld versucht auszuzahlen ! Das waren 1250 Euro. Ich hatte auch gebeten dass das Geld ausgezahlt wird und dann gelöscht wird. Ich habe das Geld aufgrund der Spielsucht wieder verspielt und seit dem knapp 850 Euro weiter eingezahlt. Auf Emails wird nicht reagiert ich habe jetzt mehrmals drum gebeten dass Konto zu löschen . Es tut sich nichts aber wenn ich auf einen Bonus per Email antworte geht das innerhalb von paar Stunden und ich habe eine Rückmeldung vom Casino

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.