The player from Germany had complained about the casino's handling of their requests to close their account and delete personal data as per GDPR. Despite multiple requests, their account had remained active, which led to financial loss, and only after persistent complaints was the account finally blocked. The player had demanded a full refund for the losses incurred since the initial request. The complaint was closed due to the player's lack of response to inquiries and reminders, which prevented further investigation or resolution by the Complaints Team. The player retained the option to reopen the complaint by resuming communication.
Spin Fever Casino - Player’s account has been closed only after persistent complaints.
Closed
Our verdict
Player stopped responding
Amount: €500
Spin Fever Casino
Safety Index 8.1 HighCase summary
Discussion
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2 months ago
Translation
Ladies and Gentlemen
I hereby reiterate my complaint regarding the handling of my request to close my account and to delete my personal data in accordance with the GDPR.
Despite my repeated, clearly worded requests in the support chat to close my account and delete my data, these requests were ignored. As a result, I was still able to make deposits and gamble away money, causing me significant financial loss.
Only after I repeatedly complained about this situation was my account finally blocked – however, without adequately responding to my original request or implementing it within the given timeframe.
I therefore demand a full refund of all amounts I have lost since my initial request to close the account and delete my data.
Furthermore, it is unacceptable that my repeated inquiries in the chat are currently only answered with references to the support email, without any actual processing or feedback.
I request a prompt clarification and statement regarding this incident.
Automatic translation:
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2 months 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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2 months ago
Dear PK3112,
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 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.
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Dear PK3112,
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
