Refused to exclude me for 4 months after multiple requests

I have been asking for weeks/months for them to close my account as I am a problem gambler. They have been ignoring my emails. When I contact livechat they tell me I have to email and wait for a reply. Once I tell them I have done repeatedly they tell me they've messaged my vip manager and they'll be in touch. I have lost thousands since requesting my account to be closed. I need my account closed and if possible some funds refunded. Can you help?

I am filing a formal complaint against SpinRise Casino for repeatedly failing to process my requests for self-exclusion.

I have been struggling with a gambling problem, and I contacted SpinRise Casino on several occasions to request that my account be permanently closed and that I be excluded from gambling on their website.

Despite at least four requests, the casino failed to take the necessary action. On one occasion, they asked me why I wanted to close my account, but my self-exclusion was never completed.

I also tried to activate self-exclusion or set deposit limits directly through my account, but I was unable to find a working option.

As a result, I continued to have access to the casino, make deposits, and gamble, even after clearly expressing my wish to stop.

I started playing at SpinRise Casino in May 2026 and believe I have deposited several thousand dollars, using Interac and credit cards.

However, I only have access to deposit confirmation emails dating back to August 28, 2026. My earlier deposit records, from May to August 27, 2026, are no longer available to me.

Therefore, the documentation I currently possess does not reflect the full amount of money I deposited or lost at SpinRise Casino.

I am requesting that SpinRise provide a complete transaction history from the opening of my account in May 2026, including all deposits, withdrawals, and gambling activity.

I am also requesting:

1. Immediate and permanent self-exclusion from SpinRise Casino.

2. A complete history of all transactions since May 2026.

3. An investigation into why my repeated self-exclusion requests were ignored or not completed.

4. A review of all deposits and gambling losses incurred after my first documented self-exclusion request, and reimbursement of amounts for which the casino may be responsible.

5. Written confirmation that my account has been permanently closed through self-exclusion.

My first self-exclusion request was made in May 2026. Despite this request and several follow-up requests, I was still able to deposit money and gamble.

I am requesting a review of all deposits and gambling losses made after my first self-exclusion request in May 2026, including transactions for which I no longer have email confirmations.

I only have deposit confirmation emails dating back to August 28, 2026. I therefore request that SpinRise Casino provide my complete transaction history from May 2026 to determine the total amount deposited and lost after my first self-exclusion request.

I have preserved supporting emails and am willing to provide them as evidence.

I am asking AskGamblers to investigate this situation and help me obtain a fair resolution.

Thank you for your assistance.

Spinrise refuses to permanently close my account. I am filing a formal complaint against Spinrise Casino because they refuse to permanently close my account. I have contacted customer support by email and through live chat, but my request has not been resolved. My account balance is zero. I am requesting immediate permanent account closure and indefinite self-exclusion to prevent any further gambling activity. I ask AskGamblers to investigate this matter and help me obtain written confirmation that my account has been closed.

Despite repeated requests via email to close the account, the account is still active, and there has been no response from support.

In live chat, they always say that the account can only be closed via email, but that’s not happening!!!I

I don't understand why the account can't just be closed after multiple requests.

• Operator: Spinrise.com (operated by Metlait SRL)
• Registered Email: < email removed >
• Username: < username removed >
• Disputed Amount: $320 CAD

​On August 18, 2026, at 10:53 p.m., I sent an explicit email to [email protected] requesting permanent account closure due to loss of control over my gaming habits ("I want to close my permanent account because I've lost control over my gaming habits").

​Under Responsible Gaming regulations, the operator was required to close my account immediately upon receiving this notice. Instead, the support agent ignored my statement regarding lost control and offered promotional bonuses to keep me playing.

​As a result of this operator failure, my account remained active and permitted subsequent deposits totaling $320 CAD.

​Requested Relief:

• ​Permanent self-exclusion and account closure.
• ​Full refund of $320 CAD deposited after my self-exclusion notice on August 18, 2026.

I have requested self exclusion multiple times over multiple days via chat. I can't get my chat transcripts as they tell me to email but emailing gets no response. I have advised the casino multiple times I need self exclusion due to addiction. They don't respond via email and in chat they end up closing it multiple times, won't send me transcripts and won't execute self exclusion.

I am requesting $160 refund and immediate self exclusion. I have deposited much more than this over time but $204 has been deposited since I have been requesting self exclusion.

Please help me. Any time I do get a response via email they just make offers but I want self exclusion and they are aware I am an addict.

Please get my chat transcripts to show all the messages I have sent advising of addiction over many days prior to spending $204 and advising them I am an addict.

I would like to file a complaint regarding my withdrawal issue with Spinrise.

My withdrawal has been pending for a long time, and I have not received a clear answer or proper support despite multiple attempts to contact VIP support by email and live chat.

At first, only part of my withdrawal was approved, while the remaining amount stayed pending without a clear explanation. I was later advised to use alternative payout methods instead of the original bank transfer, which I do not want to do. I want the original withdrawal method to be completed.

I have also been waiting several days for a response, but the communication has been very poor and I have only received general standard answers without a concrete timeframe.

What I need:

• A clear explanation of the current status of my withdrawal.

• A concrete timeframe for completion.

• Confirmation that the original bank transfer withdrawal will be processed.

• Proper communication and a written update.

I would appreciate your help in escalating this matter and reaching a fair resolution.

Happy to share documentation / Pictures etc.

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,

< personal information removed >

Notified the casino on 12th April of my wish to close my account and opt for self-exclusion for reasons of problem gambling.

From then on, I received emails offering me bonuses, cashback, etc., and a failure to action my request.

After sending several responses to these emails, starting my request to close my account under responsible gaming, there has been no contact whatsoever.

It appears they just do not want me to close my account and are ignoring my request.