The player from Germany had requested account closure due to gambling addiction, but the casino did not act on this request, which led to continued gambling. He mentioned having email correspondence regarding the account closure and stated that verification documents were requested despite not making a withdrawal, while deposits had not required verification. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. No resolution had been reached at that time.
Super Spin Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €164
Super Spin Casino
Safety Index 2.7 Very lowCase summary
Discussion
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1 month ago
Translation
Ladies and Gentlemen
I explicitly requested account closure at this casino, explicitly mentioning my gambling addiction. Nevertheless, nothing was done, and my addiction drove me to continue gambling away money, even though I wanted the account blocked. Email correspondence and payment history are available. My player ID (login name) was also the email address from which I requested the closure. I am requesting assistance.
Documents were requested for verification purposes – even though I didn't withdraw any money. Naturally, no verification was required for the multiple deposits.
Automatic translation:
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1 month 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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1 month ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Super Spin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you currently still have access to your account?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear Clown70,
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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4 weeks 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,
Attila
Casino.Guru
