The player from Spain had requested a self-exclusion due to gambling addiction and expected a refund of €200 deposited on March 20. He communicated the closure request via email on November 1, 2024, and provided supporting screenshots. The Complaints Team reviewed the case and determined that the complaint could not be resolved as the player had not followed up adequately with the casino after his initial closure request. Consequently, the complaint was considered unjustified, and the refund request was not granted.
Goldspin Casino - Player’s account has not been closed after a self-exclusion request.
Closed
Our verdict
Unjustified complaint
Amount: €200
Goldspin Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
I told you to block my account because I have a gambling addiction, on November 1, 2024, in an email. Please refund me the €200 I deposited on March 20, since I told you you were closing my account for gambling addiction. I've attached screenshots.
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1 year ago
Dear juanlopxzz7,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you received any response from the casino back in November when you requested to be self-excluded?
Have you tried contacting the casino customer support more than once, or through several different channels?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
TranslationI didn't receive any response in November.
Yesterday I spoke to them on live chat to block the account and I wrote to them today for a refund and according to their terms and conditions they do not refund money.
If I have passed the KYC verification
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12 months ago
TranslationYes, I contacted them on November 1st and March 21st.
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12 months ago
Dear juanlopxzz7,
After reviewing your case, I regret to inform you that we are unable to proceed with your complaint, as it does not meet the necessary criteria for resolution.
It appears that you sent a single email requesting the closure of your account, but there was no follow-up communication or use of alternative channels available at the casino to ensure your request was properly processed. In cases like this, it is important for players to take proactive steps, such as following up on their request or reaching out through other available support options if no response is received.
Unfortunately, without further effort to confirm the closure of your account, your complaint does not meet the necessary criteria for a refund. As a result, we must consider the case unjustified.
I appreciate your understanding.
Best regards,
Veronika
