The player from Germany formally complains about Daytona Spin for failing to implement his self-exclusion request, which he communicated multiple times. His account remained playable for more than three days, leading to additional losses of €647, as he was able to deposit despite his requests. He seeks an examination of the delay in implementing his self-exclusion and reimbursement for his losses.
Daytonaspin Casino - Player’s self-exclusion request is unimplemented.
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Daytonaspin Casino
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1 week ago
Translation
Subject: Complaint regarding unimplemented self-exclusion and further losses
Dear Casino Guru Team,
I would like to file a formal complaint against Daytona Spin.
I explicitly informed the casino multiple times that I wished to self-exclude due to problematic gambling behavior. Despite these clear self-exclusion requests, my account remained open and playable for more than three days.
Instead of an immediate suspension, the processing of my request was apparently made contingent on me completing a lengthy questionnaire containing sensitive personal information. This included, among other things, very personal details about my financial and private situation.
I consider it problematic that the implementation of a self-exclusion was delayed, even though my wish for exclusion had already been clearly communicated.
Since my account remained active, I was able to deposit again after my initial self-exclusion request and lost a total of €647.
From my point of view, my account should have been blocked as a precautionary measure immediately after my first clear self-exclusion request.
I therefore request an examination:
- which is why my self-exclusion was not implemented despite multiple requests even after more than three days,
- which is why the ban was linked to answering sensitive personal questions,
- whether the collection and storage of this data is necessary and proportionate under data protection law,
- and whether the losses amounting to €647 incurred after my first self-exclusion request can be reimbursed.
Furthermore, I demand the immediate and permanent suspension of my account.
I can provide proof of my previous emails and the dates of my self-exclusion requests if required.
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1 week ago
Important notice:
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If anything seems suspicious, contact us directly.
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1 week ago
Dear Joshi777, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Daytonaspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you kindly confirm the precise date on which you first reported your gambling issues to the casino, as well as the exact date when your account was closed?
- Additionally, have you received any confirmation from the casino indicating that your account has been permanently blocked?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 week ago
TranslationHello Attila,
I sent them all the information by email. On May 12th, I first asked the casino to close my account due to gambling addiction.
To this day, the casino refuses this request and refers me to a questionnaire that I have to fill out, which asks for questions and personal information that I do not want to disclose.
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6 days ago
TranslationHello, were you able to contact the casino?
They are still refusing to close my account…
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4 days ago
Dear Joshi777, Thank you for your response. I would appreciate it if you could clarify the specific information that the casino is requesting and your reasons for hesitating to provide it. Furthermore, I would like to know if you have made any deposits into your account since you disclosed your gambling addiction to the casino. Thank you for your cooperation.
