SagaSpins Casino - Player’s account has been reopened without consent.

I have requested to close my account on July 28 due to gambling addiction. My account was reopened on September 26 which led to loss of around 2200CAD.

And they never closed it permanently it was only 3 months exclusion or time off.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SagaSpins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

Did the casino make contact with you when the self-exclusion period concluded?

• Is your account currently still accessible to you, or have you managed to extend the duration of your self-exclusion?
• Have you unsubscribed from the casino's marketing communication?
• If there is any recent communication between you and support on the topic of self-exclusion, send it to my email at [email protected] for review.

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,

Tomas

Hello,

Thanks for the support l.

Is your account currently still accessible to you, or have you managed to extend the duration of your self-exclusion?

*They don't have permanent closure due to gambling addiction. The max period they have is 3 k9nths and then the account will be open automatically.*

Have you unsubscribed from the casino's marketing communication?

Yes

If there is any recent communication between you and support on the topic of self-exclusion, send it to my email at [email protected] for review.

I will share it.

Thanks

Dear Alprince2001

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Alprince2001,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from SagaSpins Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Thank you for the assistance.

Can you possibly request them to transfer the transaction history to know the amount exactly?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Alprince2001,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at [email protected].

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo