SpinReelz Casino - Player is unable to self-exclude his account.

I am submitting a complaint against SpinReelz because they are refusing to allow me to self-exclude my account despite me clearly requesting this. I have contacted the casino and specifically asked for my account to be permanently self-excluded, but instead of acting on this request, they have failed to process it and have effectively left my account open. This is particularly concerning because self-exclusion is an important responsible gambling measure designed to protect customers who recognise that they need to stop gambling.

I believe SpinReelz has handled this matter extremely poorly and has failed to take my request seriously. I am asking Casino Guru to investigate whether the casino has complied with its responsible gambling obligations and the requirements of its licensing authority. I would also like the casino to immediately close and self-exclude my account, prevent me from reopening or creating another account, and investigate any gambling activity that occurred after I first requested self-exclusion. I would appreciate Casino Guru's assistance in ensuring that SpinReelz is held accountable for its handling of my request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear pgibbyuk1,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"SELF-LIMITATION AND OTHER OPTIONS

We offer a variety of tools to help you control your gambling:

1. Self-exclusion: Full account block for a specified period (up to 12 months)
2. Disabling promotional messages: You can unsubscribe from emails, SMS, push notifications, and bonus offers either in your account settings or by contacting support.

To request any of the above options, contact our support team and include your account ID and the exact limitations you'd like to apply.

support@spinreelz.com"

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes I have contacted them via email around 30 times to activate a self exclusion and they have responded saying before I do this I need to pass KYC!

Hello pgibbyuk1,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pgibbyuk1,

Thank you very much for your patience.

I apologize, but unfortunately, I am unable to locate your email with the self-exclusion request. Could you please resend it to me at karla.m@casino.guru or attach a copy of the self-exclusion request directly to this complaint thread?

Thank you very much for your cooperation.

Karla M.