The player from Finland had requested a self-exclusion due to gambling addiction on July 31, 2023, but was still able to create an account and make deposits. He demanded a refund of all his deposits. The Complaints Team attempted to clarify the situation by asking for details about the account registration, KYC verification, and responses from the casino. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he wished to continue communication.
SpinYoo Casino - Player was able to create an account after requesting self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €500
SpinYoo Casino
Safety Index 7.0 Above averageCase summary
Discussion
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3 weeks ago
On 31th of july in 2023 i sent an email regarding my gambling addiction to this casinos sister casino for banning me from making an account to their casino and all sister casinos. Despite this i successfully made an account and was able to deposit to this casino. I demand that all deposits I made are returned to me.
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3 weeks 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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3 weeks 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 specify when exactly you opened your first account at PlayGrand Casino?
- Did you use the same email address to register at this casino as the one you used on 31 July 2023 when you requested self-exclusion from multiple casinos at once?
- Have you completed the full KYC verification process at this casino?
- When exactly did you register at this casino again?
- Have you received any response from PlayGrand Casino regarding the self-exclusion request you sent on 31 July 2023? If so, please forward it to me at veronika.f@casino.guru.
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
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2 weeks ago
Dear Ztrasher1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
