Spinsy Casino - Player’s account closure request is ignored.

Aufgrund Spielsucht wurde eine Schliessung des Kontos beantragt. Der Support reagiert nicht. Ich habe zwischenzeitlich 400€ verloren.

01.09. Schliessung per Mail beantragt (support@spinsy.com)

29.09. Erneut zur Schliessung aufgefordert.

Ich fordere die Rückerstattung meiner Verluste

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Did the casino respond to you via live chat or email to any recent inquiries?
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinsy Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@spinsy.com (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Nach mehrfacher Aufforderung per Mail wurde das Konto nun gestern 30.09. geschlossen.

letzte Einzahlung 30.09.

Auf die Rückforderung hat das Casino nicht reagiert.

Thanks for the update.

Have you received any response from the casino to your email regarding the account closure, such as automated messages or a request for clarification?

Has the casino acknowledged receiving the email you sent on September 1st?

Erst bei der erneuten Nachfrage wurde geantwortet. Ich habe bei der ersten Nachricht keine Antwort erhalten. Die Nachricht wurde aber definitiv gesendet und auch von Mail Provider bestätigt

Thanks for your reply.

• When have you attempted to contact the casino again after you hadn't received a response on September 1st? Was it only on September 30th after you made a deposit?
• Could you please confirm your account is currently no longer accessible to you?

Looking forward to your reply.

Ja korrekt, wie angegeben wurde der Sperrantrag am 01.09. gemacht und dann nochmal erneut am 30.09.

ich habe seit 30.09 keinen Zugriff mehr auf das Konto.

Thanks for the confirmation.

It appears that you sent a single email requesting the closure of your account, but continued to play and deposit funds while waiting for the casino to act. Additionally, there was no follow-up communication or use of alternative channels at the casino to ensure your request was properly addressed.

We believe that in such cases, players should take proactive steps, including following up on their initial request or utilizing other communication methods if the casino has not responded. Simply relying on one communication without further effort cannot be considered due diligence on the player's part.

Please let me know if there are any circumstances I haven't considered; otherwise, your complaint will be closed.

Sehe ich anders, der offiziele Support Kanal ist per email und dieser wurde genutzt.

Thanks for your reply.

Since you confirmed the casino has already disabled your account, due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.