Spinoloco Casino - Player's account remains open despite self-exclusion request.

I am filing this complaint regarding Spinoloco Casino due to a serious failure to protect me as a vulnerable player.

I have a gambling addiction and previously sent an email to support, clearly stating that I have a gambling problem and requesting that my account be self-excluded. Despite this, the support team never responded.

When I escalated the matter to my VIP manager, instead of closing my account as requested, she offered an account upgrade, including higher withdrawal limits and lower wagering requirements on bonuses. As a vulnerable player, I accepted the offer, but this clearly exploited my addiction rather than protecting me.

A few days later, I again requested via WhatsApp that my account be closed for 1 year, but received no response, even though I know the message was read.

As a result of these failures, I continued gambling and lost €2,000, which could have been avoided if my exclusion requests had been honored.

What I want:

Immediate refund of the €2,000 lost due to the casino’s failure to protect me.

Immediate and permanent closure of my account.

If this matter is not resolved promptly, I will escalate the complaint to the Curaçao Gaming Authority and continue to report it publicly.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication, such as newsletters and advertisements?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

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 Spinoloco 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."

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