Complaint #1 Spinrise Casino

Refusing to close my account after numerous requests

By gpac2024

1 year ago

I have written this casino many, many times asking to close my account. They are not closing the account. Instead, they respond by asking if I am sure, or other snake-like manipulative questions. I want my account closed and I never want to hear from this casino again. I have attached the latest request along with their response, again asking if I am sure I want to close the account and lose all the non-existent and fake benefits they pretend to offer. I want my account closed and any real legitimate casino respects these decisions. Spinrise does not.

Disputed Casino Spinrise Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

1 year ago

Dear @gpac2024,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spinrise Casino

• Representative

1 year ago

Dear gpac2024,

Thank you for your message, and we sincerely apologize for the inconvenience and frustration you've experienced.

We can confirm that your account has now been permanently closed, and all future communication from our side has been disabled. We’re truly sorry that your initial request was not handled promptly and that you received any follow-up communication that may have felt inappropriate or pressured.

Please rest assured that your feedback has been escalated internally and will be reviewed in line with our commitment to responsible gaming and ethical customer interaction. We appreciate you bringing this matter to our attention, and we regret the negative impression this has left.

If you have any further concerns, feel free to contact us directly.

Best regards,
SpinRise Team

gpac2024

• 18 reviews

1 year ago

5 days later, my account is not closed and I still receive emails. The most recent email apologizing for their horrendous service and offering a small token bonus if I wish to keep my account open and "without pressure", to remove my negative review. This was from Kate, the supposed VIP manager. I explained again in detail all the ways they wronged me as a player and to close the account. As usual, Kate never responded. The account is still not closed.

Spinrise Casino Complaint Stats

Resolved 11 / 14

Avg. Amount $5,321

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Freakspin (107)

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