Spinplatinum Casino - Player’s account remains open despite self-exclusion request.

Olen yrittänyt sulkea SpinPlatinum‑kasinon pelitilini useita kertoja. Olen ilmoittanut heille selkeästi, että minulla on peliriippuvuus ja että haluan pysyvän eston. Siitä huolimatta tiliäni ei ole suljettu, ja olen pystynyt jatkamaan pelaamista.

Olen myös ollut asiakaspalveluchattiin yhteydessä ja tehnyt tämän pyynnön, mutta he ohjasivat laittamaan sähköpostin ja lupasivat että pyyntö käsitellään pian. Näin ei tosiaan käynyt.

Viimeisin talletukseni oli noin 5000 €, jonka tein tilanteessa, jossa olin jo pyytänyt kasinoa estämään pelaamiseni toistamiseen. Koen, että kasino ei ole noudattanut vastuullisen pelaamisen velvoitteitaan eikä reagoinut pyyntöihini. Pyydän, että asia tutkitaan ja että minulle annetaan ohjeet siitä, miten voin hakea hyvitystä tai saada tilanteeseen ratkaisun.

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Dear gamblingproblem92,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re experiencing.

To better understand what happened and to assess how we can proceed with this case, I kindly need to ask you for a few clarifications:

• You mentioned that you already sent a self-exclusion request to the casino. Could you please forward the original email you sent to the casino (not a screenshot, but the forwarded email including headers and timestamps)?
• Please let us know which email address you sent your self-exclusion request to, and where you found or obtained this contact address (for example, on the casino’s website, in live chat, or in previous email communication).
• If you received any reply from the casino regarding your self-exclusion request, please forward that communication as well.
• Do you currently still have access to your casino account, or has it been restricted in any way?

You may forward any relevant communication directly to petronela.k@casino.guru, which will help us review the matter more thoroughly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.

Hei!

Lähetin tiedot sinulle sähköpostilla.

Dear gamblingproblem92,

To make sure we fully understand the situation and can proceed correctly, I would like to summarize the timeline based on the information you provided and then ask you a few follow-up questions.

Timeline of events as we understand it so far:

• 13 December 2025 – You sent your first request to close your gaming account, clearly stating that this was due to a gaming problem.
• 15 December 2025 – You followed up by email, again requesting account closure and warning that the matter would be escalated if no action was taken.
• 21 December 2025 (02:25) – You sent a formal and explicit request for the immediate and permanent closure of your account due to gambling addiction, mentioning ongoing harm and asking for written confirmation.
• 21 December 2025 (later the same day) – You forwarded the request to multiple official casino email addresses after receiving no response. According to your message, the account still remained open and you did not receive any acknowledgment.

To help us move forward, could you please clarify the following:

1. Besides email, did you try to request account closure through any other channels, such as live chat, in-account settings, or a contact form?
2. If yes, do you have screenshots or chat transcripts from those interactions saved?
3. After your first closure request on 13 December 2025, were you still able to log in and gamble, and did any losses occur after that date?

Thank you in advance for your reply.

Hei!

Tuo tapahtumien kulku on oikein.

1. Yrititkö pyytää tilin sulkemista sähköpostin lisäksi muilla kanavilla, kuten live-chatin, tilin sisäisten asetusten tai yhteydenottolomakkeen kautta?

Pyysin ensin live chatissa, ohjasivat laittamaan sähköpostia customercare@spinplatinum.com osoitteeseen. Sisäisistä asetuksista ei pystynyt asettamaan itselle peliestoa, kokeilin sitäkin.

1. Jos kyllä, onko sinulla tallennettuna kuvakaappauksia tai keskustelujen transkriptioita näistä vuorovaikutuksista?

Ei ole kuvakaappauksia, pyysin heiltä keskusteluhistoriaa tuosta chatkeskustelusta mutta he eivät suostuneet lähettämään sitä minulle. Tästä keskustelusta minä otin screenshotit.

1. Ensimmäisen sulkemispyyntösi jälkeen 13. joulukuuta 2025, pystyitkö vielä kirjautumaan sisään ja pelaamaan, ja tapahtuiko tappioita kyseisen päivämäärän jälkeen?

Kyllä pystyin, ja pystyn edelleen. Tappioita on tullut tuon jälkeen 5000€ (20.-21.12.).

Dear gamblingproblem92,

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, Igor (igor.p@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.

Nyt Spinplatinum on sulkenut pelitilini (eivät ole laittaneet minulle mitään viestiä asiasta, satuin vaan huomaamaan nyt kun yritin kirjautua pelitililleni). Heidän ilmeisesti sisarkasinonaan toimii Palmslots josta tein kesällä valituksen teille, kun hävisin sinne n. 60 000€ kun he eivät sulkeneet pelitiliäni lukuisista ja lukuisista pyynnöistäni huolimatta. Haen Spinplatinumilta nyt korvauksia kun eivät sulkeneet pelitiliäni aiemmin ja siksi ehdin tehdä isot tappiot.

Dear gamblingproblem92,

I am sorry to hear about your problem with Spinplatinum Casino.

I will now try to contact a Spinplatinum Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spinplatinum Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 gamblingproblem92,

I have repeatedly tried to contact the Spinplatinum Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Spinplatinum Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

Hello everyone,

I would like to inform you that I have managed to create a representative account for Spinplatinum Casino, and they can now reply to the complaints.

We’ve reopened this complaint at the request of Spinplatinum Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Spinplatinum Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 gamblingproblem92,

Spinplatinum Casino has requested that this case be reopened. However, they have failed to provide any valid evidence or further clarification in this complaint. They have only stated that the account was closed in accordance with their T&Cs within 10 business days — but we do not consider this to be a reasonable time frame.

I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Spinplatinum Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor