The player from Greece had requested self-exclusion from the casino three times due to addiction, yet his account remained active. Instead of closing his account, the casino continued to send him bonus offers and promotional emails, leading him to lose more money. The issue was resolved with the casino acknowledging the player's self-exclusion requests, and the account was closed as per his wishes. The player marked the complaint as resolved, and the Complaints Team confirmed the resolution in their system.
Spinbara Casino - Player's self-exclusion request has been ignored.
Resolved
Our verdict
Case closed
Amount: ??
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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Public
4 months ago
Translation
I HAVE REQUESTED 3 TIMES BY EMAIL FOR SELF-EXCLUSION DUE TO ADDICTION AND MY ACCOUNT IS STILL ACTIVE. INSTEAD OF CLOSING, THEY SEND ME EMAILS WITH BONUS OFFERS AND PERSONAL MANAGERS..THE RESULT OF THIS SITUATION IS THAT I PLAY AND LOSING A LOT OF MONEY. I KNOW HOW PROFESSIONALLY YOU BEHAVE IN SUCH SITUATIONS AND I WOULD LIKE YOUR HELP IN HAVING THE SPECIFIC CASINO CLOSE MY ACCOUNT THROUGH SELF-EXCLUSION.
THANKS
Automatic translation:
Public
Public
4 months ago
Dear Leoziniopas,
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).
Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Leoziniopas,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
