The player from Greece urgently requests the closure of her account due to a serious gambling addiction, but despite her explicit requests over several emails, the casino allowed her to continue playing and deposit approximately €1,000. She seeks a full refund of her deposits from the time she disclosed her addiction and has provided extensive documentation to support her complaint.
Spinalto Casino - Player’s account remains active despite self-exclusion request.
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Current status
Waiting for Casino Guru to reply
2d 17h 22m 32s
Spinalto Casino
Safety Index 2.6 Very lowCase summary
Discussion
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Public
1 week ago
Translation
Dear Casino Guru,
I am writing to you to file a formal complaint regarding the management of my account and, specifically, regarding the fact that despite repeatedly and clearly informing them that I have a serious gambling addiction problem and that I wish to have my account closed, I was allowed to continue depositing money and playing.
About 10 days ago I sent over 5 e-mails, in which I clearly stated that I had a gambling problem and that I wanted my account closed immediately, precisely because I knew I couldn't control my behavior.
Despite my specific and clear request, my account was not immediately blocked. On the contrary, I continued to receive communications and offers, which encouraged me to continue my activity.
The result was that I continued to make deposits and lose around €1,000, at a time when I had already disclosed that I was facing a serious addiction problem.
I consider it extremely serious that, while I had explicitly stated my need to be excluded from the platform, I still had access to my account and the ability to make deposits.
My request
I request a full refund of all amounts deposited from the time I first disclosed my addiction problem and requested the closure/self-exclusion of my account.
It is obvious that if my request had been dealt with immediately, as I had requested, I would not have been able to continue playing and lose this significant amount.
For the full documentation of my complaint, I am providing/attaching screenshots of all my e-mails and related communications with them, so that you can clearly see:
the date and time I reported my addiction problem,
my explicit request to close the account,
the answers I received,
the offers/communications I continued to receive,
as well as the chronological order of events and my testimony.
I ask you to review all of my correspondence and account history and explain to me why, while I had clearly stated that I was facing an addiction problem and requested that my access be terminated, my account remained active.
I believe that this specific case should be examined particularly seriously in light of the principles of Responsible Gambling and the protection of players who have declared an addiction problem.
In the event that my request for a refund of the deposits is not satisfied, I reserve the right to contact the competent supervisory and consumer authorities and take any available legal action, providing all correspondence, screenshots and my account history.
I request that this be registered as an official complaint and I await your written and detailed response. I have all the emails in screenshots.
Best regards.
Automatic translation:
Public
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4 days 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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4 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinalto 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?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at 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 Spinalto 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."
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
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
