The player from California requested account closure due to a gambling addiction on April 10th and received acknowledgment of his request. Despite this, he received promotional offers and was allowed to deposit €1600, raising concerns about the casino's handling of his self-exclusion.
OnlySpins Casino - Player's account closure request is ignored.
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OnlySpins Casino
Safety Index:HighCase summary
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3 days ago
Hello, I requested account closure because I have a gambling addiction. I sent a letter on April 10th and received an acknowledgement of receipt. Following this, I also received offers from them. They gave me a lot of time to make further deposits… so I deposited €1600 even though they are aware of my addiction…
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2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@onlyspins.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
