SpiderBets Casino - Player's account closure request is delayed.

i have been trying to close my account for around 4 weeks now, sent lots of emails saying i was gambling too much and they just keep offering me a bonus, i said i didnt want a bonus i want my account closed but no, 4 weeks of emails and i can still log in and deposit. Not a very responsible casino in my opinion

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• What were the reasons given to the casino when asking for account closure? Would you be able to share your previous requests with me? Send this information to my email at tomas@casino.guru
• Have you explored the self-exclusion options the casino offers here: https://spiderbets16.com/pages/self-exclusion
• Do you consider yourself a vulnerable person in need of protection from gambling?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear delc22,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear delc22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the request of delc22. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello casino guru, they have now started emailing me promotions again and re opened my account, this place is a joke.. i have stated many times i want it permently closed because im gambling too much.. they simply dont care

Dear delc22,

If your account is currently not blocked, and you believe you are a vulnerable player in need of protection from gambling, as the next step, I recommend you contact the casino with a self-exclusion request due to gambling problems. This time, include me in the copy of your email sent to the casino support. My email is tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SpiderBets Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Looking forward to your reply.