The player from Spain filed a complaint against super-spin.com for not closing her account after she had requested it due to gambling addiction. Despite contacting the casino's support, the agent had informed her that she had to wait for an email, which she found unacceptable given her circumstances. We requested the player to provide evidence of her account closure requests and confirm access to her account, but she did not respond to our inquiries. Consequently, the complaint was closed due to lack of cooperation.
Super Spin Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Super Spin Casino
Safety Index 2.7 Very lowCase summary
Discussion
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2 months 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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2 months ago
Dear Rominix10,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I have checked the Responsible Gambling policy and I found this:
If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at support@super-spin.com.
During the exclusion period, your account will remain inaccessible, and you are not permitted to create new accounts. After the selected period has ended, your account can be reactivated only upon request. super-spin.com bears no responsibility if you continue to gamble using another account, name, or address during the exclusion period.
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account, please?
Thank you very much for your cooperation.
Best regards,
Kristina
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1 month ago
Dear Rominix10,
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 month 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,
Kristina
Casino.Guru
