Need For Spin Casino - Player’s account has been repeatedly directed for closure.

Summary of complaint:

I contacted Need for Spin to tell them I have a gambling problem and to ask them to permanently close my account, apply self-exclusion, and pay out my balance of 1193.85 EUR. I made this request clearly and in writing on responsible gambling grounds. Instead of acting on it, the casino has repeatedly directed me back into the website to complete steps, which exposes me to the exact harm I asked to be protected from.

Timeline:

1. I emailed support stating I have a gambling problem, that I am scared to log back in and play, and asked them to permanently close my account, self-exclude me, remove me from marketing, and advise how to withdraw my balance. I asked that everything be handled by email so I would not have to re-enter the site.

2. Support (Andrew) replied that the account could not be closed while a withdrawal was active, and that closure would follow once the withdrawal was processed. They said they understood my request to handle it by email.

3. Support (Juliana) then asked me to log back into the website and upload documents through the automated system, including a liveness check (selfie) and proof of address. These two items, plus proof of identity, are already approved and show as verified (green) on my verification page. I have attached screenshots showing this. The only item ever shown as outstanding is proof of payment.

4. I offered, in writing, to send the proof of payment document (bank statement showing my name and IBAN) by email instead of through the site. I made clear I cannot safely log back into a gambling website after disclosing a gambling problem.

The core issue:

After I disclosed a gambling problem and asked to self-exclude, the casino kept directing me back onto the gambling platform to complete a process, rather than handling it by email as I requested and as they said they understood. Asking a self-identified problem gambler to repeatedly log back into the site is the opposite of responsible gambling. It pushes me toward the very risk I asked to be protected from. They are also asking me to re-verify a selfie and address that their own system already shows as approved, while withholding my withdrawal and refusing to close the account.

What I am asking for:

1. Payment of my full balance, 1193.85 EUR, with the proof of payment document accepted by email.

2. Permanent closure of my account and self-exclusion on gambling harm grounds, effective without requiring me to log back in.

3. Written confirmation of both, with effective dates.

I have a full email trail with the casino, plus verification screenshots, which I can provide.

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Hello,

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.

• Could you please forward me the account closure requests you sent to the casino, along with the casino’s responses, to veronika.f@casino.guru?
• Have you submitted any proof of payment to the casino, either via email or directly through your casino account?
• Has customer support disabled any gaming features in your account while you are waiting for verification to be completed and your account to be self-excluded?
• When was the last time you communicated with the casino customer support regarding the closure of your account?

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