Complaint #11 Spinrise Casino

Refused to exclude me for 4 months after multiple requests

By Eimear O.

8 months ago

Message on forum

Over the past 4 months, I have requested an exclusion from Spinrise multiple times, clearly stating that I have a gambling problem.

i have been ignored and bribed with bonuses and encouraged to deposit and play more.

Today, they told me that further communication and co-operation are impossible, and my account is closed due to my gambling addiction.

I request a refund of my deposits as I have clearly stated that to them for months

Disputed Casino Spinrise Casino

Reason Self-exclusion

Amount €60000

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

Unofrtunately, Spinrise Casino can't provide necessary information and explanation to AskGamblers Complaint Team which could justify their actions when it comes to not honoring player's Self exclusion request. Request, which should have been honored in full and in timely fashion, once mentioned by the player. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Spinrise Casino. As soon as AskGamblers Complaint Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers

• Support Team

7 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Spinrise Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Spinrise Casino

• Representative

7 months ago

Dear AskGamblers,

Hope you`re doing well!

We have sent more details regarding this situation to your email.

We look forward to your feedback.

Best Regards,
Spinrise Team

AskGamblers

• Support Team

7 months ago

Dear Spinrise Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could explain why player's request for Seld exlusion from June 27th 2025 was not honored. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Spinrise Casino Complaint Stats

Resolved 11 / 14

Avg. Amount $5,321

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spinrise Casino Complaints

See all complaints for this casino

Request permanent account closure and ignored

I recently opened an account with Spinrise casino. Due to struggling with gambling, I reached out via chat to permanently self- exclude and was told to send an email requesting account closure. I did that on May 27th and received no response back and due to struggle with gambling continued gambling. I again reached out on June 3rd requesting to close my account and have heard nothing back. I would like my account to be permanently closed and all money returned after my initial request to close my account. After my chat identifying I had a gambling problem and couldn’t control my gambling they should have not allowed me to continue to deposit money and then permanently closed my account after I sent the email. I have spent approximately $3000 in that time frame.

Resolved

$3,000

Failure to close account and self exclusion

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.

Resolved

Ignoring my requests to self exclude

For the second time this week I have requested spinrise to close my account as I want to self exclude. Again, they are ignoring my email. Please see attached screenshot showing my email sent to them asking them to close my account.

I have experienced issues earlier regarding spinrise ignoring my request to set a deposit limit. They did not set my limit until I posted a complaint here at ask gamblers.

Spinrise, please close my account.

Resolved

Removed my deposit limit again

Since I signed up at spinrise in July 2025, I've had deposit limits being set, then removed without my approval, again and again. I filed a complaint here at askgamblers about this a couple of months ago. After my complaint, spinrise reinstated my deposit limit of 2000 NOK per month. A couple of weeks ago the limit was suddenly removed again, without asking me. I've sent them several requests to reset it, but "Stella", my VIP manager, keeps ignoring these requests. All she does is ask me to deposit to receive bonuses. She has quite the nerves.

So, I am asking Spinrise, AGAIN, the help me control my gambling by setting a deposit limit of 2000 NOK per month.

Resolved

Attempt to close my account

Hello,

I reached out to Spinrise casino last week to close my account. I outlined in my email that I was no longer comfortable keeping my account open as I was loosing money. I requested self exclusion and my account to be closed and they did reaponded telling me to take some time to think about it.

I then told them again and was very clear in my first email that I wanted to exclude.

Could I please have some help closing my account.

Resolved

Ignores my wishes to self exclude

I have tried to self exclude myself from spinrise since 16 of June. I explained that I have a gambling problem, but still they don’t take it seriously. The reply on my requests is always that I can set a deposit limit, and when I answer that I want to self exclude, it gets quiet. As I have a gambling problem, I continue to gamble. I think I sent request for self exclusion 6-8 times, but no answer. I have a huge net loss, and I think casinos that don’t take responsible gambling seriously should have a loss of license. After my latest request of self exclusion, I got an answer after approx 2 weeks. This time I didn’t gamble at all. The answer from spinrise was this: My friend,what’s going on? Come on, we’ve already talked about the options, and now—look! It’s the magical season! 🎄
The Advent Calendar starts tomorrow, which means a new, awesome bonus every single day!

All I want for Christmas is to self exclude myself from spinrise casino for ever, and hopefully get some of my losses back, from the date I requested self exclusion.

Unresolved

Ignoring my request to set a deposit limit

Hello again. About a month ago I filed a complaint because Spinrise casino refused to exclude me from the casino. The complaint got rejected due to insufficient proof. I do not understand why since I attached several screenshots of emails.

Since then I have made several attempts to get them to close my account, with no luck. Recently, I have asked them to set a deposit limit (see the attached emails), but I still get the same answers from support. They offer me bonuses and present arguments as to why a deposit limit is not a solution, instead of just honoring my request.

I see there are two other complaints about self exclusion that have been resolved, so I am hoping this complaint will make the casino respect my request for deposit limit. I just want to play responsibly; something that is impossible with how the spinrise casino support handles my requests.

Resolved

Self exclusion not implemented

I have requested several times to be excluded in this site They cajoled me to accept bonuses or set limits but when I requested a 100 euro per month limit they tried to dissuade me. I then asked again to be excluded for 1 year and have heard nothing back and the account remains accessible to me
I followed their instructions for exclusion going through their support via email as they don’t offer a means to set limits or exclude to punters to self select.

Resolved

They will not self exclude me for a month now

After asking regularly for over a month, spinrise has still not self excluded me. I have made it very clear that I have a gambling problem and need to be self excluded. Attached emails only show the past weeks but multiple emails with no response or action.

It has been over a month and I have begged them for self exclusion. Dozens of emails to all their support/vip emails. I have reached out to their live chat on numerous occasions.

Resolved

Permanent account Closure

Hi I submitted a complaint against this casino for making it impossible to close my account permanently due to a gambling addiction to which they basically refused to do and the did but only closed it for roughly 2 weeks and opened it again and I of course lost a bunch of money because I've closed all my other accounts and have a gambling addiction. I need this account permanently closed and they just won't do it because they know ill spend money I even got to the point of asking them to set a 50 dollar monthly limit just to avoid the back and forth because it is causing me so much stress and anxiety and they won't even do that for me they just keep giving me the run around telling me my VIP manager is not available and is the only one that can set the limit or close my account. This is disgusting behavior and I've never had to deal with this with any other casino. Please help me to get them to close my account. My email account name is < email removed >

Resolved

$2,313