Goldspin Casino - Player requests refund after self-exclusion delay.

Guten Tag,

bei dem oben genannten Online Casino habe ich am 17.12 um ca. 16:40 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte seitdem weitere 220€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jason12,

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Guten Tag,

den E-Mail Verlauf habe ich Ihnen weitergeleitet. Daraus ist zu erkennen, dass ich den Selbstausschluss am 17.12 beantragt habe.

Vielen Dank für Ihre Mithilfe.

Guten Tag,

am 21.12 habe ich nochmals per E-Mail um einen Selbstausschluss gebeten. Leider kam bis jetzt keine Reaktion und mein Spielerkonto ist immer noch geöffnet. Ich konnte weitere 145€ einzahlen. Somit konnte ich seit der ersten E-Mail (17.12) in der ich um einen Selbstausschluss gebeten habe (und Spielsucht als Grund angegeben habe) insgesamt weitere 365€ einzahlen und verspielen.

Ich bitte um Mitwirkung bei Umsetzung des sofortigen Selbstausschlusses, sowie Erstattung der Einzahlungen, die nach meiner E-Mail vorgenommen wurden.

vielen Dank!

Guten Tag,

nun wurde mein Spielerkonto geschlossen bzw. der Selbstausschluss umgesetzt. Allerdings leider viel zu spät. Ich bitte weiterhin um Umsetzung der Rückerstattung.

Vielen Dank!

Hello Jason12,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your emails and for your patience while I was out of the office.

Have you received any responses from the casino via email regarding your self-exclusion requests?

If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?

Have you received any emails or notifications from the casino after your account was closed?

Guten Tag,

am 26.12.2025 habe ich eine E-Mail mit der Info erhalten, dass das Konto deaktiviert wurde.

Den Selbstausschluss habe ich allerdings am 17.12 bereits beantragt und konnte seitdem weitere 365€ einzahlen. Ich bitte um Mithilfe bei Durchsetzung der Rückerstattung.

Vielen Dank!

Um den ganzen zeitlichen Ablauf nochmals übersichtlich darzustellen:

1. Mail Selbstausschluss - 17.12.25 (keine Reaktion)
2. Mail Selbstausschluss - 21.12.25

• Umsetzung Selbstausschluss - 26.12.2025

In dieser Zeit, in der keine Reaktion auf meine E-Mails kam, konnte ich 365€ einzahlen. Ich bitte daher um Rückerstattung.

Dear Jason12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Jason12,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Can you please specify whether you have received any response or message from the casino during the time between your first request and account closure? After your response, I will invite the casino representative to the discussion.

Guten Tag,

am 26.12 habe ich eine E-Mail bekommen, in der bestätigt wurde, dass mein Konto geschlossen wurde. Davor nicht.

Dear Jason12,

thank you for your response.

Dear casino representative,

could you please check the case and explain the matter to us? According to the information available to us, the player has submitted a valid self-exclusion request on 17th of December. After taking the necessary processing times into consideration, we believe the player is entitled to a refund of 295 Euros.

Thank you in advance for providing us with your view of the issue. In case our views on the verdict differ, would you be able to provide us with the player's deposit history?

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.

Hello,

Thank you for notifying us!

We would like to highlight that the request has been referred to the relevant internal team for further review.

This response is provided for informational purposes only and does not constitute an admission of liability, acceptance of the claims raised, or confirmation of any remedy.

Your patience is greatly appreciated, and an update will be provided once our review has been completed.

Best regards,

GoldSpin Team

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation.

Hello

Thank you for your continued communication on this matter. 

The case continues to be subject to evaluation, with all relevant aspects being considered in line with applicable standards and with appropriate attention given to the integrity and secure handling of the information involved. 

Given the current status, the elements outlined in this thread remain under consideration. Any further determinations or subsequent steps will be addressed as appropriate as the matter progresses.

Best Regards,

GoldSpin Team

Dear casino representative,

I understand the case needs to be thoroughly reviewed on your side. However, could you please give us an approximate timeframe in which you will be able to offer us your view of the issue?

Guten Tag liebes Gold-Spin Team,

über eine Rückmeldung zu dem Stand der Prüfung bzw. Rückerstattung würde ich mich sehr freuen.

Hello,

Our review is progressing toward its concluding stage, and we are currently consolidating the elements assessed to date.

In this context, and in order to allow for an appropriate communication of the review outcome within the framework of the complaint process, it may become necessary to share certain relevant information with the platform facilitating the review. Such information could include personal data, which would be handled in accordance with applicable data protection requirements and established confidentiality standards.

We therefore kindly invite the player to confirm whether they consent to the disclosure of such information.

Any disclosure of information, should consent be provided, would be limited to what is strictly necessary and handled in line with applicable data protection standards and confidentiality obligations.

Best regards,

GoldSpin Team

Hiermit erhalten Sie meine Zustimmung

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Guten Tag liebes Gold-Spin Team,

nun ist es schon mehr als 4 Wochen her, dass ich diese Beschwerde eröffnet habe. Ich würde mir sehr über eine Rückmeldung freuen, die uns in dieser Sache etwas voran bringt. Leider werde ich hier nur vertröstet. Vielen Dank im Voraus für weitere Informationen.

Hello,

Thank you for your continued patience while this matter has been carefully reviewed.

Following a thorough internal investigation, we would like to clarify the timeline and our resolution.

Our logs indicate that the first time the request became visible to us was on December 21st. Prior to that date, no corresponding communication had been registered in our support system.

Upon becoming aware of the request, the case was escalated to the relevant team and processed accordingly. The account was subsequently closed on December 26th following a comprehensive internal review and verification procedures. Given the necessary internal required checks, we consider this timeframe to fall within a reasonable operational window.

In line with standard industry practice, self-exclusion takes effect from the moment the operator receives and processes the request. Funds deposited and used for gameplay prior to the implementation of account closure cannot be reinstated, as casino products are consumed instantly at the time of play and the transactions are final.

For completeness, we note that no contact was made via our live chat support, which is available 24/7 and provides immediate assistance in raised matters.

As such, we confirm that once the request became visible to us, it was handled appropriately and in accordance with the internal procedures.

Based on the above, the request presented in this thread cannot be accommodated.

That said, we confirm that the player’s account remains permanently closed, and appropriate internal safeguards have been applied to prevent any future reactivation.

Best regards,

GoldSpin Team

Der Antrag wurde erstmalig am 17.12. gestellt. Bei Bedarf stelle ich Ihnen die E-Mail gerne zur Verfügung.

Dear casino representative,

thank you for providing us with your view of the issue. According to our records, the player has messaged the casino, requesting self-exclusion, on 17th of December.

Dear Jason12,

thank you for your continued cooperation. Please forward the message in question to my email martin.l@casino.guru, without any additional clarifications or text.

Ist erledigt

Außerdem möchte ich erwähnen, dass auf Ihrer Website ausdrücklich steht, dass man sich an den Kundensupport wenden soll. Wenn man auf den hinterlegten Hyperlink (beim Abschnitt Selbstausschluss) klickt, wird man direkt an die angegeben E-Mail Adresse weitergeleitet, an welche ich mich auch am 17.12. gewandt habe.

Hello,

Upon review of support records, the referenced correspondence is not reflected within the registered communications.

Supporting information will be provided to Martin separately via email due to confidentiality considerations.

Best regards,

GoldSpin Team

Dear casino representative,

thank you for your message and email.

Dear Jason12,

could you please provide us with a screenshot of the email inside of your inbox, showing it was delivered? Also, are you absolutely sure, that there weren't any additional communications with the casino between your first request and the final closure?

Ich habe keine E-Mail, die die Zustellung bestätigt. Wenn ich eine E-Mail mit dem Betreff Selbstausschluss versende gehe ich davon aus, dass diese bearbeitet wird. Ich hatte Kontakt zu dem Casino per Live Chat in dem ich darum geben habe meinen Bonus zu löschen.

Ich habe das Casino nachweislich am 17.12. kontaktiert. Mein Selbstausschluss aufgrund der Spielsucht wurde nicht bearbeitet.

Ich habe Ihnen alle notwendigen Infos zur Verfügung gestellt bzw. E-Mails weitergeleitet. Daraus ist zu erkennen, dass ich die "richtige" Support E-Mail Adresse für den Selbstausschluss genutzt habe.

Ich bitte um eine Lösung. Vielen Dank

Dear Jason12,

unfortunately, the information hasn't arrived to me just yet, please try to attach the screenshot and send it to martin.l@casino.guru once again.

Guten Tag,

wie soll ich Ihnen einen Screenshot über die Bestätigung des Eingangs zusenden? Mir liegt keine Bestätigung des Casinos vor, dass die E-Mail eingegangen ist.

Anbei ein Screenshot, der bestätigt, dass ich die E-Mail am 17.12.25 verschickt habe.

Dear Jason12,

apologies for a misunderstanding. What I wanted to ask of you is a screenshot showing the email as sent. Alternatively a screenshot of your full outbox including the dates of SE requests would be even more preferable. You can of course black out any info which could be considered sensitive.

In meinem Postausgang ist die E-Mail vom 21.12. zu sehen, da ich da meine E-Mail vom 17.12 weitergeleitet habe. Dies ist zu erkennen, an der 2 auf der rechten Seite.

Ich habe Ihnen die versendete E-Mail vom 17.12 bereits als Datei zugeschickt. Hier ist also die originale E-Mail zusehen. Da ich diese als Datei zugeschickt habe, ist eine Manipulation meinerseits ausgeschlossen.

Dear Jason12,

After carefully reviewing the available evidence, I’m sorry to say that we’re currently unable to consider the email from 17 December as a valid self-exclusion request, as there is no demonstrable proof that it was successfully delivered to or received by the casino.

At this stage, we have to base our assessment on communications that can be objectively verified. If you’re able to provide any additional evidence, for example, further correspondence, delivery confirmation, or relevant live chat communication from 17 December clearly mentioning your self-exclusion request, we’ll of course be happy to review it.

However, if no further supporting evidence is available, we will need to treat the email dated 21 December as the first confirmed self-exclusion request and assess the case based on that timeline.

Please let us know if you’re able to provide anything further.

Dear Jason12,

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.

Guten Tag,

ich weiß leider nicht wie ich nachweisen soll, dass ich die E-Mail verschickt habe, außer dass ich Ihnen die E-Mail als Datei (nicht veränderbar) zur Verfügung stelle. Bei der Datei ist ersichtlich, wann ich die Mail abgeschickt habe. Leider kann ich auch nicht nachweisen wann und ob die E-Mail bei dem Casino eingegangen ist. Mit der Ausrede, dass die E-Mail vom 17.12 nicht eingegangen ist, kann das Casino sich ja schnell rausreden. Schade. @Martin, ich sende die E-Mail vom 17.12 jetzt nochmal als Datei per-Mail weiter und hoffe auf eine Klärung. Vielen Dank für die Mühe.

Dear parties,

thank you both for your continued cooperation and for providing the additional information.

As some aspects of this case require further internal discussion on our side, we will review the matter with our team before reaching a final conclusion. We will provide you with an update later this week once the review has been completed. Thank you for your patience in the meantime.