The player from Germany requested self-exclusion from the casino due to gambling addiction on July 22nd, but the request was not honored, allowing her to deposit an additional €280. She seeks immediate self-exclusion and a refund of her recent deposit.
Spinrise Casino - Player's self-exclusion request is ignored.
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Waiting for Casino Guru to reply
6d 16h 21m 42s
Spinrise Casino
Safety Index 1.5 Very lowCase summary
Discussion
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Public
4 days ago
Translation
Good day,
On July 22nd, I requested self-exclusion from the aforementioned online casino via email for the first time – for my own protection due to my gambling addiction. I stated the reason. The following day, I received an email asking what the reason was and if they could change my mind. I replied that I requested immediate self-exclusion due to my gambling addiction. Unfortunately, this was unsuccessful!
I was able to deposit a further €280, which I would like to have refunded, as the self-protection measures were not observed.
I request immediate self-exclusion and a refund.
I would be very grateful for your help. Thank you so much!
Automatic translation:
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20 hours ago
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.
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20 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the complete, original, uncropped emails you sent to the casino requesting self-exclusion, along with the casino's responses? My email address is veronika.f@casino.guru.
- Have you contacted the casino after 22 July, when you discovered that your account had not been self-excluded? If so, please specify which communication channels you used. If possible, kindly forward me those subsequent conversations as well.
- When exactly did you make your €280 deposit into the casino?
- Is your account still open, or has it been closed in the meantime? If the casino has closed it, please specify the date on which it was closed.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
