Spinanga Casino - Player requests account closure but it's delayed.

Hallo, ich möchte, dass mein Konto unwiderruflich geschlossen, was bei jedem Casino möglich war, nur nicht bei Spinanga!

Die wissen, dass ich solvent bin und lassen es daher einfach offen und reagieren nicht auf meine Bitte es zu schließen! Ich finde den Laden wirklich zum Kotzen und kann jedem nur davon abraten dort zu spielen! Die Auszahlungslimits sind ein Verbrechen!

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Dear pomponianus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player and the can even try to keep the player by offering bonuses or other advantages.

On the other hand, self-exclusion does. If a player successfully requests a self-exclusion, the casino agrees not to open this account, or if so, only under particular circumstances (after the cooling off period, and this cannot be done for players who are addicted/with gambling problems).

Could you please clearly specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Dear pomponianus,

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 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,
Kristina
Casino.Guru

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

Could you please return to my initial message and provide all the required information?