The player from Germany had attempted to close her account for 14 days through live chat and emails but had not received a response. She requested the permanent closure of her account and a refund of her losses totaling at least €500. The issue was resolved as the Complaints Team was unable to proceed with the investigation due to the lack of response from the player, resulting in the rejection of the complaint.
AllySpin Casino - Player's account closure is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
AllySpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
12 months ago
Translation
About 14 days ago, I first tried to have my account blocked via live chat and email. After that, I sent about 10 emails and contacted the live chat, requesting that my account be closed. Unfortunately, I lost at least €500. Please help me permanently close my account and get a refund.
Automatic translation:
Public
Public
12 months ago
Dear Wildwoman,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
