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

Dear Daan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru