ReSpin Casino - Player’s account has been closed without consent.

Hi,

I am writing to formally raise a complaint regarding the recent handling of my account in ReSpin Casino.

On 17th July, I discovered that my account had been closed without any prior notice or request from my side. Upon contacting your live chat support, I was informed that the account had been closed at my own request. I would like to state unequivocally that I never submitted nor confirmed any request for my account to be closed.

I immediately requested that my account be reopened, only to be told that it would take up to a week. While I found this delay unreasonable—given that the closure was not initiated by me—I agreed to wait, under the assumption that the issue would be rectified promptly.

To add to my frustration, I was later informed that ReSpin Casino does not acknowledge any error on its part and that no form of compensation would be provided. As of today, 10 days have passed, and my account remains closed, with no resolution or compensation offered.

I consider this a clear breach of the customer agreement and a failure in both communication and service. I therefore request the full return of all my deposits, after which I would like my account to be permanently deleted. Based on this experience, I no longer wish to be associated with that casino.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

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Thank you for your patience, and stay safe.

Hello,

I focused on slots.

For about a month, give or take.

Yes, my account was fully verified.

I played without any bonuses in the casino.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi, I have sent the communication with the casino.

Hello,

thank you for your email.

Have you successfully reopened your account, please?

Has your balance remained untouched, please?

Looking forward to your reply,

Katarina

Hi, yes, my account has been reopened after over a week of waiting and lots of writing back and forward. Balance has not been touched.

Hello,

thank you for your message and confirmation.

Can I assume this complaint is now resolved?

Is there anything else you may need help with, please?

Looking forward to your reply,

Katarina

Hello,

I do not think it is. Casino cannot just close account out of nowhere and then make we wait for weeks for it to be reopened.

Is this a normal practice in your opinion?

Hello,

thank you for your message.

The reasons for your account blockage can vary. These may include software maintenance, enhanced player verification procedures, or the implementation of new regulations requiring more thorough account reviews. Casinos often maintain confidentiality regarding the specific reasons, as this information may be internal. We regret any inconvenience this situation has caused; however, we are pleased your funds are within your player account.

We will now close this complaint. Should you encounter any further issues with this or any other online casino, please do not hesitate to contact us. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru