DivaSpin Casino - Player's account deletion request is ignored.

Hallo,

ich möchte eine Beschwerde einreichen.

Der support ignoriert gekonnt meine Amfragen mein Konto zu löschen. Tickets werden eröffnet aber nicht bearbeitet.

Ich bitte um Löschung des Kontos und abstellen von Werbung.

LG

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Dear Kokolade822,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Kokolade822,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ich habe Ihnen bereits per Mail geschrieben, lesen Sie ihre Mails…

Thank you for your email.

When you respond to a complaint via email, it’s always helpful to notify me here in this thread as well. I cannot always check all emails immediately, and if a complaint is not responded to within 7 days, the timer will expire and you will be prompted to respond. By replying in this thread, the timer will be set to me, and I can review your case more quickly than sifting through multiple emails.

I have reviewed the message you sent me. Unfortunately, it does not include any of the messages you sent to the casino requesting self-exclusion. Please forward your account closure requests, along with any responses from the casino, to [email protected]. Thank you for your cooperation.

Dear Kokolade822,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.