Spinrise Casino - Refusing to close my account

Dear Spinrise Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Spinrise Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

I would now like to request a full refund of the deposits made last night due to spinrise not actioning my self exclusion request despite asking repeatedly for over a week.

I tried everything within my power to get my account permanently self excluded, and now i'm down money because they failed to comply with my request,which goes against the responsible gambling policy.

Attached are screenshots of deposits

First request to permanently self exclude was on the 2nd of May, and multiple requests as attached earlier have been submitted with no luck spanned over a week.

After making the initial complaint they have offered bonus money for me to change or remove my review (ive only made this complaint) which is really gross behavior considering all I wanted to do was to close my account.

Also to note that their responsible gambling page states "You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials." which is not what my experience was at all as my account is still open.

It also mentions "To assist you in gambling responsibly we offer the Personal Limits feature. You can set limits on the amount you deposit, lose, wager, spend in one game, or on your account activity on the whole. This functionality can be accessed within your account in the “Personal Limits” section." even though there is no option to set limits yourself. I contacted live chat and they said to email support..

Dear Spinrise Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear Team,

Please accept our sincere apologies for the delayed response.

We would like to clarify that we have made several attempts to contact the player regarding the request, but unfortunately, we have not received any response so far.

Our team is fully committed to providing support and resolving any outstanding issues. Should the player still require assistance, we kindly invite him to get in touch with us at his earliest convenience.

We truly appreciate your understanding.

Best regards,
SpinRise Team

The only communications I've received about this is being asked to remove this "review" by trying to bribe me with a bonus, when this is a complaint.

If spinrise closed my account when I originally asked all of this could've been avoided, and I was crystal clear in my decision to close my account from day 1. Having to ask multiple times, and even saying do I need to beg is so far away from taking all steps possible to adhere to my request to self exclude permanently.

Please refund all deposits made after my clear request to close the account, and don't use the same ai responses in the future as I felt helpless as I had no way to close the account myself depsite consant asking.

Dear Team and SynkNZ,

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations, particularly concerning your request for permanent self-exclusion.

After carefully reviewing your account and all related communications, we would like to clarify the situation. You initially requested to close your account, and our team responded accordingly. However, when a bonus offer was proposed as part of our standard retention process, communication regarding closure temporarily ceased on your side.

Furthermore, we would like to note that a deposit limit was implemented at your request as an additional safeguard. While we regret that these measures did not fully meet your expectations, they were applied in line with your expressed preferences at the time.

We understand how important responsible gaming is, and your feedback is taken seriously. Although a refund for deposits made after the initial request is not available, we are reviewing our procedures to prevent similar concerns in the future.

Should you wish to further discuss your case, please don’t hesitate to reach out to us via suppor­t@s­pin­ris­e.com.

Best regards,
Spinrise Team

Dear Spinrise Casino,

AskGamblers Complaints Team is kindly asking you to explain based on which grounds you had reached to the conclusion that deposit refund request is unfounded. Kindly check the communication player attached to the opening post. It clearly shows that player very specifically and without any doubt requested to be self excluded, repeting the request several times a day, within several days in a row. On the other hand, even after clear explanation and demand for the self exclusion, casino agents tried to make player change his mind, something which goes against any serious responsible gaming policy. From our point of view, once requested, let alone several times confirmed, self exlusion request must and should be obeyed.

Based on all the above, AskGamblers Casino Complaint Team stance on the matter is that player is entitled to all the deposits made after his initial self exclusion request made on May 2nd 2025.

Thank you for your cooperation.

Dear AskGamblers Team,

Thank you for your message and for bringing this matter to our attention.

First and foremost, we would like to emphasize that we take responsible gaming obligations extremely seriously and deeply regret any situation in which a player feels their requests were not fully respected.

We must clarify that our support team initially acted on the last explicit decision communicated by the player, which was a request to apply a deposit limit instead of full self-exclusion.

We truly appreciate your ongoing cooperation and commitment to player protection.

Best regards,
Spinrise Team

You can clearly see from my original communication that you failed to close my account, and the limit was requested in lieu of you not closing my account despite asking multiple times.

You've also ignored the complaint teams question on why you think I dont deserve a refund. As mentioned time and time again we wouldn't be in this predicament if you had just closed my account in the first instance.

Please advise how you took responsible gaming very seriously? If you had talen it seriously my account would've been closed on the 2nd of May, and I would still have my money. Do the right thing and accept thay you're in the wrong, and please refund all my deposits back to me. Once that is done id be happy to mark this complaint as resolved.

Just to clarify about all deposits, I mean all deposits after the 2nd of may (900 nzd i believe) as I shouldn't have been able to deposit.

Askgamblers team if spinrise doesn't respond, which looks like they aren't going to as i've sent emails with no response too, are you able to assist in getting my deposits back please?

Dear SynkNZ,

Thank you for taking the time to share your experience.

We have contacted you via email and are currently awaiting your response so that we can proceed further with your case. Please rest assured that we are doing our best to resolve this matter promptly.

If you have any further questions or would like to provide additional details, feel free to reply to our email or reach out via live chat on our platform.

Best regards,
Spinrise Team

Thank you - I've replied to your email

Dear SynkNZ,

Thank you for your response.

We confirm that we have received the requested information and have forwarded it to our Finance Department for further processing of the refund.
We appreciate your cooperation and will keep you informed of any updates regarding the status of your case.

Best regards,
Spinrise Team

Thank you. Looking forward to getting an update

Dear SynkNZ,

Thank you for your message.

We would like to inform you that the refund has been successfully processed on our side.
We appreciate your patience and cooperation throughout this matter.

Should you have any further questions, please do not hesitate to contact us at [email protected]

Best regards,
Spinrise Team

Dear @SynkNZ,

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.

Thank you. I'll report back once it's been received

I've received the refund, and i'm happy for this complaint to be marked as resolved.

Thank you askgamblers for helping, and spinrise for your cooperation

Dear SynkNZ,

Thank you for your update and kind words!

We’re truly pleased to hear that your issue has been resolved and that you're satisfied with the outcome. Your acknowledgement means a lot to our team at Spinrise, and we appreciate your cooperation throughout the process.

Many thanks as well to AskGamblers for facilitating this resolution.

Should you need any further assistance or have questions in the future, please don’t hesitate to reach out. We're always here to help ensure you have the best possible experience at our casino.

Best regards,
Spinrise Team

Dear all,

As apparent from the submitter's latest post, 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.