Spinplatinum Casino - Player's self-exclusion request is delayed.

Hello

I have sent several emails to spin platinum due to my gamingaddiction. I have asked them to selfexclude me indefinately but they dont answer me.

Helgalena76

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Dear helgalena76,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"...

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Spinplatinum.com, he/she needs to contact us on the following email address: customercare@spinplatinum.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

..."

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru. Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hello

I have sent you the second email I sent to them as I accidentally deleted the first email. I sent the third email today and it is to the address you provided above. I have also spoken to the live chat several times who said my request has been sent to the correct department. I can access my account and I cannot stop playing.

Thank you

Helena

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear helgalena76,

I am so sorry to hear about your problem with the Spinplatinum Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinplatinum Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinplatinum Casino,

Could you comment on the situation?

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear helgalena76,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor