The player from Austria attempted to close his casino account but did not receive a response despite sending three emails and initiating a chat. We explained the difference between account closure and self-exclusion and requested the player to specify the reason for closing the account and provide previous closure requests. After extending the response time by seven days without receiving any reply, we closed the complaint due to lack of communication. The player was informed that the complaint could be reopened if he chose to resume contact.
Spinplatinum Casino - Player is unable to close his account.
Closed
Our verdict
Player stopped responding
Amount: ??
Spinplatinum Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
Translation
I'm trying to close my account at this casino, I've already sent 3 emails and chatted, but the casino still won't close the account.
Automatic translation:
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2 months ago
Important notice:
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2 months ago
Dear rkk_66,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
- Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.
Thank you very much in advance.
Best regards
Petra
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1 month ago
Dear rkk_66,
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.
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1 month ago
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,
Petra
Casino.Guru
