Doctor Spins Casino - Player’s account closure request is ignored.

I have been begging my vip manager for 2 months to close my account as I'm losing too much money but they ignore my requests. I have asked on chat over 20 times to get account closed or deposit limit set to nil but they refuse. They target vulnerable people and due to this I have lost another 6000 as they ignored my multiple requests to close account. I won't 1000 last week and they cancelled the withdrawal and said higher management refused it as I requested for account to be closed but they still haven't done this. I also submitted a formal complaint with still hasn't been acknowledged. I have more screenshots to provide if needed

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Dear Happy1,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

I have emailed you

Thank you for your reply and email, Happy1. While I empathize with your frustration, we are unable to force casinos to close player accounts unless there is a clear indication of gambling issues within the request for account closure. Regrettably, I could not find any communications from you in which you explicitly mentioned a gambling problem as the reason for your account closure.

Therefore, I recommend that you send another self-exclusion request. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Doctor Spins Casino and keep me informed about any further developments. Thank you in advance.

Dear Happy1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru