Spinni Casino - Player's request for account closure is ignored.

I played at a casino called Play Now which is a sister casino of Spinni casino. Play Now initially told me that Spinni is their sister casino but after a week they said they don't have a sister casino. Anyway I asked Play Now casino to close my account due to gambling addiction and also their sister casino account. They didn't do it and I played 80€ on Spinni casino. I want my money back

Dear Imjjj,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinni Casino.

Please note GCB-licensed online casinos are not obligated to extend and provide self-exclusion to associated brands.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted in Spinni Casino?
• Have you used an option to self-exclude yourself directly in your player's account, as the casino's responsible gambling section suggests? https://www.spinni.com/be-responsible
• Could you please share your self-exclusion requests with me so that we can identify the sender and the recipient of the email? Please share the information to my email at [email protected]
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please explain where the information about the relationship between the casinos comes from? Kindly supply evidence of a connection between the two casinos.

If your account in Spinni casino is still open, I would recommend that you send another request, and this time, include me in the copy of your email.

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 Spinni 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."

Please send another email to the casino support and keep me informed about any further developments.

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

I send them email

Thanks for your patience.

I went over the communication you provided; however, as I indicated in my previous post, to be protected in an online casino, you need to request a self-exclusion due to gambling problems from the casino directly. Self-exclusions from other websites will not be applicable. Even if the support listed Spinni as their sister site, it doesn't mean your self-exclusion will be applied across multiple brands. The extent of the self-exclusion should be clear from a self-exclusion confirmation you receive or from the terms and conditions or from the details listed in the responsible gambling section of the casino.

Please let me know whether you have already requested a self-exclusion in Spinni Casino and whether your account has been blocked as a result.

Dear Imjjj,

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.

Mutta pyysin Playnow kasinon eli Spinnin sisarkasinon työntekijältä että sulkee myös SPINNI kasinon tilini. He olisivat sen voineet tehdä sen mutta tämä todistaa sen että he käyttäytyvät vastuuttomasti.

Thanks for sharing your point of view.

Online casinos act as separate entities - what you request in an online casino affects your account in that casino only. In online casinos operating under GCB license, you'll need to request self-exclusion due to gambling problems in each online casino where you have an open account. That is because self-exclusion across brands isn't mandated by the licensors and only a few groups of casinos operating under this license go beyond to offer such protection. If you don't request a self-exclusion in an online casino, you can't expect to be protected.

If your account is not yet closed, I recommend you follow the steps I outlined above.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.