Galaxy Spins Casino - Player's account closure request is ignored.

I have been asking this casino to shut down my account multiple times. I’ve been through live chat who just direct me to an email address which I am getting no response from. They keep texting me with no way of stopping this. I don’t know what else to do now

Dear Sophie9884,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to 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 the 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 problems).

• Have you tried to block the number sending you messages, or report spam?
• Could you please specify the reason for closing your account?
• Do I understand correctly your account is currently still accessible to you?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, yes I will forward the emails over to you. I requested to close my account as after depositing on this site I started getting an overseas company trying to take money from my bank account and after reading other peoples reviews it seems I’m not the only one this has happened to. I still have access to the website they are reluctant to close anyone’s account.

Dear Sophie9884,

I would recommend you request a self-exclusion in the casino

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Galaxy Spins support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is due to ongoing gambling problems / unrelated to any gambling problems

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

Please send emails to [email protected] and to your VIP manager separately (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

Thank you

I have emailed them with the email address you provided and have CC you in on that. Let’s hope they respond.

They emailed back quickly to say I had to email another email address which I’ve been given in the past, so I have re sent the email and also CC you in on that as well

Thanks for your reply.

Were your attempts to self-exclude permanently successful?

Please let me know about any developments.

Hi, they have not been successful, I have received no response from the email and my account remains open with persistent emails trying to get me to deposit. I don’t know what else to.

Thank you very much, Sophie9884, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([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 Sophie9884,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Galaxy Spins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V