Spinplatinum Casino - Player's account closure request is ignored.

Il casino non ha mai preso in carico le email con richiesta di chiusura account permettendomi di continuare a giocare nonostante le mie incessanti richieste (posso allegare email).

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Dear balducci,

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

First, I’d like to explain to you what the difference is between closing the 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 protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Have you unsubscribed from the casino marketing communication?
• Could you please share with me your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

parlo di autoesclusione e non di chiusura, ho richiesto con motivazione l'autoesclusione a mezzo mail ben 4 volte.

Thanks for the clarification.

Please share your most recent self-exclusions with me.

Send the information to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Mail inviata

Thanks for your patience and for sharing this information with me.

Did you receive any response from the casino? Have you contacted live chat after you learned your self-exclusion wasn't processed?

Please note that the recipient of the emails isn't included in the screenshots, since the recipient's email isn't shown.

Kindly forward the emails as an attachment to me as evidence.

In Gmail, the option to forward the emails is to choose the relevant emails and, by right-clicking, choose the option 'forward as attachment' to my email at tomas@casino.guru:

If you have any chat transcripts with the casino's live chat saved, send them to me as well.

Thanks in advance for your cooperation.

Ciao Tomas, ti ho inoltrato tutte le email

Hello balducci,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

In November, the player contacted support to request self-exclusion due to gambling-related issues. At that time, the player sent the request to the general support email and was advised to contact the designated email address for such requests. However, there is no record of any email being received from the player’s account at the correct email address.

Please let us know if any further information is required.

Kind regards

Thanks to both parties for your response and to the player for sharing the necessary evidence.

Dear casino representative,

Could you please share the response the player was given in response to his self-exclusion efforts?

Was the player's account already closed? When, under what circumstances?

Please share this information with me at tomas@casino.guru

Thanks in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear balducci,

Did the casino provide you with the email address you were supposed to contact in order to process your self-exclusion? Would you be able to provide me with the relevant communication?

Could you please confirm your account was closed and you currently don't have access?

Post your reply here or send the information to my email at tomas@casino.guru

Ciao Tomas, il Casino non ha fatto nulla. Il mio account risulta ancora attivo nonostante le mie infinite richieste e nonostante io abbia chiesto in chat l'indirizzo corretto al quale scrivere.

Dear balducci,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello balducci, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Spinplatinum Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify why the general support team is unable to forward such important request as self-exclusion to the correct department? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear balducci,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While at it, also press the Self-Exclusion button and fill up the form that should get you automatically excluded from other Anjouan-licensed casinos.

Next, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej