Spinboss Casino - Player's account remains open after closure request.

Ich habe dem Casino am 26.05 eine E-Mail geschickt das sie mein Konto schließen sollen. Leider passierte nix.. am 13.06 habe ich wieder eine E-Mail hingeschickt bitte der bitte Zwecks Selbstschutz unverzüglich zu löschen. Wieder blieb das Konto offen. Ich verspielte in dem Zeitraum 800 Euro. Besteht eine Möglichkeit das Geld wieder zubekommen da sie mein Konto nicht geschlossen haben?

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Hello,

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).

Could you please specify the reason for closing your account? Additionally, 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 attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Die erste E-Mail beinhaltete nur eine einfache Kontoschließung. In der zweiten bat ich wegen Selbstschutz eine unverzügliche Schließung wegen Suchtproblem . Ich hatte wohl eine Antwort bekommen ob ich nicht lieber nur eine Pause machen möchte.. diese landete aber im Spam Ordner und habe sie erst später gelesen..

Das Konto ist immer noch geöffnet... Ich bin auch der Meinung wenn ich schreibe unverzüglich wegen Selbstschutz, dann müsste man keine E-Mail mehr beantworten ob ich nicht lieber eine Pause einlegen wollen....

Thank you for your response. Could you please forward your correspondence directly to my email, rather than providing them as screenshots? You can reach me at attila.g@casino.guru. Additionally, I would like to inquire whether you currently still have access to your account. Could you please let me know when was the last time you made a deposit at this casino?

Thank you for your cooperation.

Dear Pallmall1904,

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.

Hello Pallmall1904,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru