Spinoli Casino - Player’s account is not appropriately restricted.

I have to be honest and admit I’m struggling to keep the beast that is a horrendous gambling addiction.

I opened an account with Spinoli 13 June

very shortly after back to back deposits I knew if I didn’t take action I would ruin my finances and my mental health

so I took action and reached out to live chat pleaded and begged them to block me or put limits in place I kept getting responses oh just play responsibly

I kept explaining and explaining that I didn’t need advise I was a gambling addict and I needed help i begged to them to take action not give advice I asked could they block me or implement limits I kept asking what tools they had to offer and the response was "play responsibly"

this is not acceptable for an online casino to treat people like this especially when the websites had contradicting information

They say they review and classify customer as vulnerable if they show signs of problematic gambling I clearly had all the signs I refer to 6.9.5.1

i refer to 2.1 where they say they provide active measures to avoid negative consequences

I refer to 2.2 they say they have temporary measures & limits

whilst I note very cleverly and clearly outrageous that they say it takes up to 10 days to action self exclusion request

rules 2.1 & 2.2 should come first

they also cannot say or deny they were aware I had gambling addiction as I begged them on live chat

I sent multiple emails all were ignored

also I can confirm the email was read

as on their policy for "responsible gambling " it advised of self assessment and it states if you answer yes to 2 more questions to contact support immediately

I did and the response I received was to send my request to customer care

please help I think it’s only fair they refund my deposits and review their policy as it’s horrible to treat gamblers like this

surely it is evident that they failed to demonstrate some or no duty of care whatsoever

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the customercare email regarding your self-exclusion request? If so, kindly forward it to me at veronika.f@casino.guru.
• When was the last time the casino communicated with you regarding your self-exclusion request?
• Have you been asked to undergo the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika