SpinPanda Casino - Player’s self-exclusion request is ignored.

I would like to file a formal complaint against the online casino Spinpanda.io.

Over the past week, I have sent more than four (4) separate emails to Spinpanda.io explicitly requesting that my account be closed due to a gambling problem. Despite these repeated requests, I have received no response and no action has been taken. My account remains open and accessible.

Requesting a self-exclusion or account closure due to a gambling problem is a serious matter, and responsible gambling operators are expected to act on such requests promptly, typically within 24-48 hours. Spinpanda.io's failure to respond at all, let alone act, is unacceptable and, in my view, a clear breach of basic responsible gambling obligations.

I am asking Casino Guru to:

1. Intervene with Spinpanda.io on my behalf to ensure my account is closed immediately.

2. Investigate why my repeated self-exclusion requests were ignored.

3. Consider this pattern of behavior when assessing Spinpanda.io's standing and trust score on your platform.

I am happy to forward the email correspondence with Spinpanda.io as evidence if needed.

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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.

• Could you please forward me the original emails you sent to the casino requesting self-exclusion? Kindly include the complete, original, uncropped emails, preferably in .eml format, rather than screenshots. My email address is veronika.f@casino.guru.
• Could you please clarify where you found the casino email address you used to send your self-exclusion requests? I have reviewed the casino's General Terms and Conditions, and the email address listed there is slightly different from the one you used.
• Have you tried contacting the casino through live chat or the contact form available on their website?

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