CobraSpins Casino - Player’s attempts to block their account have been ignored.

I have been trying to close my account with these people for a couple of months now as I keep on losing here and never made a successful withdrawal, however despite many emails to them asking them to close the account, they ignore my requests and keep it open allowing me to deposit more money in to it and losing, can you help by getting in touch and claim refund from the first time I requested account to be closed. Thanks

Dear Sim3251,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be blocked and the reason why?

Meanwhile, I have checked terms and conditions on the website, and this is what I found https://cobraspins.com/templates/company/responsible_gaming:

„Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at cobraspins.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

https://cobraspins.com/templates/company/terms_and_conditions:

"Self exclude or Timeout - We will only reply to emails sent to support@cobraspins.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

Is this the email address that you have sent your email to? support@cobraspins.com

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Can we wait until I have completed the withdrawal for £500 before contacting them as it may not go through then. Thanks

Simon

Of course you can. You can request the account closure anytime. Please keep me informed.

Please contact them now to have this account closed, I will look for the earliest email I requested it to be closed from.

thanks

simon

Dear Simon, please understand you're the only person who can request your account closure. Please follow the instructions from my previous reply and keep me informed about any developments. Thank you in advance.

I have sent them an email asking for account closure with this as it’s subject

Still not heard back from these people!

Could you please forward that email to petronela.k@casino.guru too? Thank you very much.

These people have still not closed my account and have not replied to my emails

Thank you very much, Simon, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning, I think it is closed now as I have just checked... Unless I have put in the wrong password, thanks for helping

Hello Simon.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Simon.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Best regards, Jozef