OnlySpins Casino - Player’s account suspension requests are ignored.

This casino isn't blocking my account despite my gambling addiction information. They reply to my emails, ignore my account suspension requests, and bombard me with advertising text messages.

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Dear Fistaisdaxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

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.

• Could you please confirm that you can still log in to your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

They've blocked me now, but they're still bombarding me with texts and emails. Furthermore, this casino doesn't have a valid license for Austria!

And I continue to be bombarded with emails and text messages.

I’m sorry to bother you again, but it looks like my previous questions haven’t been answered yet. Could you please take a moment to review my first reply and provide the requested information so we can help you further?

The details I asked for are really important if we want to move forward with your case. In particular:

• Have you clearly informed the casino about your gambling problem?
• Could you share the account closure or self-exclusion requests that you sent to the casino and their reply?

You can send all documents to petra.h@casino.guru.

Thanks so much for your cooperation – we really appreciate it!

Dear Fistaisda,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru