Refusing to close my account after numerous requests

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.

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.