Spinoli Casino - Player’s account closure request is delayed.

Έχω στελει να κλείσουν τον λογαριασμό μου οριστικά εδώ και 2 μήνες. Όλο δικαιολογίες μου λένε και μου λένε ότι είναι κρίμα να χάσω τις προσφορές που έχουν. Τους απαντώ ότι δεν θέλω τίποτα άλλο εκτός από το να κλείσετε τον λογαριασμό μου. Και πάλι λένε τα ίδια. Συνέχεια τις ίδιες απαντήσεις

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Dear vasiliadiskostas82,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at karla.m@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Στο σαιτ μέσα δεν υπάρχει δυνατότητα αυτοαποκλεισμου. Σου λέει να επικοινωνήσετε με την υποστήριξη. Εκεί στέλνεις email και δεν σε βοηθάνε. Σου λένε τις ίδιες δικαιολογίες. Εγώ θέλω αυτοαποκλεισμο για πάντα. Ο λόγος είναι ότι είναι απαίσιο και κολλάει συνέχεια. Είναι ότι χειρότερο έχω παίξει. Τώρα για τις συνομιλίες που μου λέτε θα δώ τι έχω και θα σας στείλω

Dear vasiliadiskostas82,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your self-exclusion request.

I reviewed Spinoli Casino’s Terms and Conditions and found the following information regarding self-exclusion:

1.1. Self-Exclusion

• You have the option to self-exclude yourself from Spinoli.
• To self-exclude, you should send an email to customer service at customercare@spinoli.com.
• The casino asks players to allow up to 10 business days for self-exclusion requests to be processed.
• To revoke a self-exclusion restriction, you may contact Customer Support.
• The casino reserves the right to refuse to reactivate an account following a self-exclusion request.

Please note that the casino also distinguishes self-exclusion from a standard account closure. According to its terms, standard account closure requests should be sent to customerassist@spinoli.com and may take up to 60 days to be finalized.

When applying for self-exclusion, it is important to clearly state the reason why you want your account to be deactivated and specify the period of self-exclusion. I also strongly recommend keeping a copy of your request as proof.

You can use the following format:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Spinoli Casino,

I’m writing to inform you that I wish to be immediately self-excluded from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling addiction).

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 this request directly to customercare@spinoli.com, as specified in the casino’s Self-Exclusion Policy, and keep me informed about any further developments.

Thank you very much for your cooperation.

Karla M.

Έχω στελει για αυτοαποκλεισμο. Μου έστειλαν απάντηση και μου ζήτησαν τον λόγο. Τους απάντησα ότι αποφάσισα να μην παίζω άλλο τυχερά παιχνίδια λόγο εθισμού στον τζόγο

Dear vasiliadiskostas82,

Thank you for the clarification.

Could you please send me screenshots of the live chat conversation you mentioned, particularly the conversation where you requested the closure/self-exclusion of your account and the casino attempted to persuade you to continue playing?

You can attach the screenshots directly to this complaint or send them to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Σας έστειλα στο email που μου είπατε

Hello vasiliadiskostas82,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Περιμένω 2 μήνες και παραπάνω να κλείσω τον λογαριασμό μου. Σας παρακαλώ βοηθήστε να κλείσει ο λογαριασμός μου.

Dear vasiliadiskostas82,

Thank you for your patience.

Could you please send me a copy or screenshot of the email you sent to the casino requesting self-exclusion, including the date and the exact wording of your request?

You can attach it directly to this complaint thread or send it to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla M.

Dear vasiliadiskostas82,

Thank you very much for providing the screenshots, and I’m sorry that this process has taken so long.

Unfortunately, in the screenshot you provided, I can only see the beginning of your email stating that you no longer wish to gamble. The rest of the message is not visible, so I am unable to verify the complete wording of your self-exclusion request or confirm that gambling addiction was clearly mentioned.

Without being able to review the full content of the email, we unfortunately do not have sufficient evidence to proceed with the complaint.

If you are able to provide a screenshot showing the complete email you sent to the casino, including the full text and date, we will be happy to review it.

Thank you for your understanding, and I’m sorry we could not proceed based on the evidence currently available.

Karla M.

Περιμένω κάθε φορά 1 εβδομάδα για να απαντήσετε. Και μου λέτε συνέχεια τα ίδια. Πώς είναι δυνατόν να χωρέσει σε ένα στιγμιότυπο οθόνης όλο το email που τους έγραψα μαζί με το επάνω μέρος της διεύθυνσης? Μπορείτε να βοηθήσετε να κλείσω οριστικά τον λογαριασμό μου ή δεν Μπορείτε?

Ελπίζω να μην χρειαστεί να περιμένω πάλι 1 εβδομάδα

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vasiliadiskostas82,

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,

Karla