The player from the United Kingdom had requested account closure due to a gambling addiction but had not received a response from the casino for several days. The Complaints Team had clarified the difference between account closure and self-exclusion and had requested the player to provide account closure requests and casino responses to proceed. After extending the response time by seven days and receiving no reply from the player, the complaint was closed due to lack of communication. The player retained the option to reopen the complaint in the future if they chose to resume contact.
Extreme Spins Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Extreme Spins Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
I had asked for my account to be closed as I have a gambling addiction they have ignored me for days
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1 month ago
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1 month ago
Dear Lauralou22,
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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Dear Lauralou22,
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.
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3 weeks ago
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,
Veronika
Casino.Guru
