The player from the United Kingdom had requested to be blocked from gambling due to addiction but was ignored by the casino and instead received offers for more bonuses. The Complaints Team had attempted to mediate the issue but found that Spin Million Casino had a history of non-cooperation, leading to the complaint being closed as unresolved. Despite efforts to communicate with the casino, including multiple emails and live chats, the casino did not respond. The outcome was noted to negatively impact the casino's overall rating, potentially prompting future changes in their approach.
Spin Million Casino - Player's self-exclusion request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 11,739
Amount: £250,000
Spin Million Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
8 months ago
I’ve asked them block me because of gambling addiction and mental but was ignored and offered me more bonuses
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8 months ago
Dear sha12345,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Million Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
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,
Katarina
Public
Public
8 months ago
Dear sha12345,
Unfortunately, we have reached a point where we are unable to move forward with your complaint. Typically, we would now attempt to contact the casino for an explanation. However, Spin Million Casino has a history of 15+ cases closed under our "No Reaction Policy," indicating that they are unwilling to cooperate with us.
Regrettably, we must close your complaint as "unresolved." This outcome will negatively impact the casino’s overall rating, and while I understand this is not the resolution you were hoping for, a lower rating due to unresolved complaints may eventually prompt the casino to change its approach.
Despite our best efforts—including multiple emails, live chat attempts, and reaching out to their affiliate team—the casino has consistently ignored our attempts to mediate issues. Given this pattern, we strongly recommend avoiding Spin Million Casino.
If the casino decides to cooperate in the future, they have the option to reopen this complaint at any time.
I truly wish I could offer a better outcome.
Best regards,
Katarina
Casino Guru
