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

Ich habe mehrere Male um Schließung meines Contos gebeten. Aber keine Antwort erhalten. Leider habe ich weiter gespielt und verloren da ich ein Suchtproblem habe.

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Dear claudi3110,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you mentioned addiction or gambling problems in any of your account closure requests? In the screenshots you submitted with your complaint, you only mentioned losses and that playing is no longer fun. We cannot consider these reasons as valid self-exclusion requests. If you have any conversations where you mentioned addiction and requested your account to be closed, kindly forward them to me, along with the casino's responses, at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika