Spinarium Casino - Player's request for self-exclusion denied.

Hi Team!

Have spent there 52k HUF. Asked for any bonus - Support replied "I'm just a support agent, not a bonus manager or website owner. I have no option to make or give bonuses. I can only answer your questions and help to understand difficult parts."

Have never heard this from any Casino xd

Should i contact casino owner directly to get support or any bonus?

Then i have asked for Self-exclusion. He sent me a big PDF file to fill. What?

I have asked for email -> reply that no email, but they do have!

I have all the chat in txt format.

Here is my issue they did not want to self exclude me, very poor support. Please help, I do not want to visit this website anymore.

Very bad support 🙁

Dear andrewlukanets,

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 a casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes 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 specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Dear andrewlukanets,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.