The player from Germany had issues with the online casino 'SombreroSpin,' where he made several deposits. He explicitly requested account closure to prevent further deposits, but the casino ignored his request, which led to continued deposits. He sought assistance in reclaiming his funds due to the provider's lack of transparency and contact. The complaint was closed due to the player's lack of response to inquiries and requests for additional information, which prevented further investigation or resolution. The player could reopen the complaint if he chose to resume communication.
Sombrero Spins Casino - Player's account remains open despite closure request.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Sombrero Spins Casino
Safety Index 2.1 Very lowCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team,
I am contacting you because I have a serious problem with the online casino "SombreroSpin" and need your assistance.
I made several deposits on this platform. However, at no point was it clear and transparent to me exactly who the provider was and under what legal framework the services were provided.
What's particularly problematic is that I explicitly asked the provider to close my account and prevent further deposits. This request was ignored. Despite my clear request, I was still able to make deposits.
In my view, this represents a significant failure on the part of the provider, as no measures were taken to protect the customer.
Furthermore, I received no clear overview of my transactions nor any comprehensible explanation of the services provided. The provider appears opaque and difficult to contact overall.
I have already tried to contact the provider directly, but without a satisfactory solution.
For these reasons, I ask you:
to review my case
to contact the provider
and to support me in reclaiming my deposited funds
I am prepared to provide all evidence such as transaction summaries, email histories and other relevant information.
I request a prompt resolution to my request and thank you in advance for your support.
Best regards
Enver
Automatic translation:
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1 month 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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1 month ago
Dear Enver,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Regarding your request for a transaction report, we are unable to assist you. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard.
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Dear Enver,
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.
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1 month ago
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,
Veronika
Casino.Guru
