The player from Italy reported a gambling addiction and claimed to have deposited €3000 at an unlicensed casino that operated illegally in Italy. He requested a refund of 75% of his deposits, totaling €2250, citing his self-exclusion request and the casino's violations of Italian laws. The Complaints Team explained that they could not assist with refund requests due to the player's failure to complete the self-exclusion process as instructed. Consequently, the complaint was closed without resolution.
Need For Spin Casino - Player seeks refund due to account issues.
Closed
Our verdict
Other
Amount: €2,250
Need For Spin Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Hello, I would like to begin by stating that I suffer from a gambling addiction. I've deposited €3000 on the casino needforspin25.com in just a few days. I discovered that this casino is illegal in Italy as it doesn't have an AAMS license. I also found out that the needforspin.com site was blocked by ADM, and needforspin25.com was created to continue operating illegally and accepting bets from Italy. I have requested a refund of 75% of the amounts I deposited because, first, I requested self-exclusion via chat, and the response was that it could only be requested by email at [email protected] with my nickname and identification document attached. Had it been activated immediately, I wouldn't have deposited all that money. Second, I bet much more money than I could afford (again, I suffer from a gambling addiction). Third, they cannot operate and accept bets from Italy, and they have violated Italian laws by even creating a subdomain. I am not asking for a 100% refund as I didn't comply with the casino's terms of service. I'm requesting a refund of 75% of the deposits, bet, and lost, totaling €2250, because the casino also did not adhere to the terms and laws of the Italian State.
Automatic translation:
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1 year ago
Dear Jachi84,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you get the refund of your lost deposits back just because Need For Spin is not licensed in Italy. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. I can only recommend you do better research next time and play only in the casinos licensed in Italy.
Regarding your self-exclusion request, could you please forward me the communication between you and the casino with the request to close your account? My email address is [email protected].
Could you kindly confirm if you wrote an email to customer support with your account closure request as you were instructed by the live chat agent?
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
Translation
I requested self-exclusion via chat, the response was that I had to send the request via email with nickname and ID, I didn't do it and continued playing, if I had been self-excluded when requested in chat I wouldn't have continued to deposit money and lose it, it wasn't a request where ID or sending an email was essential, on sites self-exclusion can be activated by simply going to self-exclusion, this casino does everything to delay any request making them cumbersome to continue depositing money. I also wanted to point out that, during my games I won a sum of €2000 I requested 3 deposits of €500 (given the limit of €1500 per week, which after 2 days were still pending and could be cancelled, I played the €500, cancelled the withdrawals and also played the €1500, also done with the aim of replaying them and strangely the slot no longer paid and gave bonuses with winnings of little importance. Given the problem of gambling addiction that cannot be controlled, this whole scheme is done without caring about people's problems and illnesses, with the sole intent of earning on the backs of people with problems.
Automatic translation:
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1 year ago
Please note that many online casinos use outsourced live chat support, and these agents often have limited access to account management tools. Their role is to guide players on the appropriate steps to take. In this instance, self-exclusion via live chat was not an available option, and you were provided with the correct instructions to send an email to complete the self-exclusion process.
If you did not follow those instructions, the self-exclusion process was not completed, and your account remained active. For this reason, we cannot request the casino to refund the deposits you lost.
Please let me know if there is anything else I can assist you with, or if this complaint will be closed. Thank you for your understanding.
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1 year ago
Translation
I understand that you can't do anything, but I would advise players based on my experience not to play at this casino! I will try to contact a lawyer, I think this experience has made me lose the desire to play at online casinos.
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1 year ago
I'm really sorry that we could not be of more help on this occasion. Thank you for your understanding, this complaint will now be closed.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
