Repeated failure to process self exclusion requests

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.

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.