Extreme Spins Casino - Player's account closure request is delayed.

Salve Casino guru. Spero veramente che possiate aiutarmi. Mi sono registrato su questo casino ho giocato per un po' ma siccome soffro da una dipendenza da gioco ludopatia ho chiesto di chiudere il conto altrimenti avrei perso tutto. La chat mi invita a scrivere una mail al support e alla responsabile delle chiusure (Nataly). Ho mandato più di 15 mail in 8 giorni nessuna risposta. La chat mi dice sempre le stesse cose ossia invia una mail al support. Con questo oggi ho inviato un ultima mail con l ennesima rchiesta di chiusura con il rimborso dei soldi che ho perso per la mancata chiusura nonostante io li pregassi di farlo di aiutarmi a non perdere tutto. Sono distrutto sto molto male. aiuto per favore aiutatami.

Dear Love1, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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 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 problem). 

Do I understand correctly that your casino account is still open? Would you be so kind as to forward me your self-exclusion requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

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Dear Love1, thank you very much for your email. I can see that you mentioned your first self-exclusion request was sent on 18/08, but I don't see this particular request. The earliest request that you shared was sent on 21/08. Could you please forward your earlier requests to me, too (not as screenshots but as forwarded emails)? Thank you very much in advance.

Do I understand correctly that the casino has never responded or confirmed receiving your emails? Is your account still open at this very moment?

Non ha mai risposto ed il conto è ancora aperto. Gli operatori delle chat mi chiedono di inviare mail ma ne ho mandate talmente tante che onestamente sono stanco di non essere tutelato

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Love1, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Extreme Spins Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Il conto è ancora aperto e non ho ricevuto nessuna risposta cosa mi consigliate di fare. Io voglio denunciare

Nessuna risposta da parte de casino conto ancora aperto. Non giocare in questo casino non rispondono non chiudono il conto dopo 15 giorni non rimborsano e nemmeno pagano. Nataly l responsabile non esiste secondo me. EVITATE EVITARE PESSIMO È UN ORGANIZZAZIONE A DELINQUERE. NON SPENDERE I VOSTRI SOLDI QUI.

The account is still open and I haven't received any response. What do you recommend I do? I want to report it.

Since the casino is using fake license, there is not much anyone can do to report them. Casino also doesn't operate in Italy so neither Italian government bodies or gambling agencies would deal with this.

I have messaged the support team a week ago, we'll see if anyone picks up the message in time to reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok grazie Matej

Dear Love1,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino is using fake license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino reviews on our website before signing up, to avoid issues like this one.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum security is also recommended to have a friend or a family member to set the password in your stead. This, combined with blocking any numbers and e-mails sending you further marketing communication from Extreme Spins, should keep you safe.

Best regards,

Matej