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

I have been asking them to close my account permanently for 2 months now. They keep giving me excuses and telling me that it would be a shame to miss out on the offers they have. I tell them that I don't want anything else except for you to close my account. And they keep saying the same thing. The same answers over and over again

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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

There is no self-exclusion option on the site. It tells you to contact support. You send an email there and they don't help you. They give you the same excuses. I want self-exclusion forever. The reason is that it's awful and it keeps crashing. It's the worst I've ever played. Now about the conversations you're telling me about, I'll see what I have and send it to you.

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.

I have sent for self-exclusion. They sent me a reply and asked me the reason. I replied that I decided not to gamble anymore due to a gambling addiction.

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.

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