To Whom It May Concern,
I respectfully submit this complaint concerning Spinrise Casino and what I believe to be a serious failure to implement responsible gambling measures despite numerous requests over several weeks.
Beginning on May 11, 2026, I repeatedly requested that a deposit limit of CAD $200 per month be placed on my account. When no action was taken, I followed up on several occasions.
As my concerns increased, I requested temporary closure of my account and subsequently requested self-exclusion for health reasons. I later requested a four-month time-out if a deposit limit could not be implemented.
Throughout this period, I repeatedly received generic responses advising that my requests had been forwarded to my Personal Manager and that I would be contacted. However, no one ever contacted me.
No deposit limit was implemented.
No self-exclusion was activated.
No temporary closure was put in place.
My account remained fully active and unrestricted, with continued access to deposits, promotions, and VIP services.
What I find particularly troubling is that, after weeks of requests for responsible gambling protections, I received communications discussing VIP status and bonuses rather than meaningful action regarding my repeated requests for a deposit limit, temporary closure, and self-exclusion. At no time did I seek assistance because I was dissatisfied with the platform. My concern was responsible gambling and protecting myself from further harm.
Between May 11, 2026, and the date I ceased gambling, I deposited CAD $13,060 and withdrew or won CAD $5,550, resulting in net losses of CAD $7,510.
These losses occurred after my repeated requests for responsible gambling measures had been made and while my account remained fully active and unrestricted.
I wish to emphasize that I am not seeking reimbursement simply because I lost money gambling. I am seeking reimbursement because I repeatedly recognized that I needed help and repeatedly requested responsible gambling measures, yet Spinrise Casino failed to take timely and meaningful action despite numerous opportunities to do so.
I respectfully request that this matter be investigated and that my supporting documentation be reviewed.
Attached are copies of my correspondence with Spinrise Casino, together with supporting documents and screenshots.
Thank you for your consideration.
Respectfully submitted,
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