The player from the United Kingdom had self-excluded from Tea Spins and its sister sites due to gambling addiction but was able to reopen his account and continue playing. He subsequently managed to close his accounts again and requested a refund of his deposits, emphasizing that responsible gambling should be prioritized. The complaint was rejected due to lack of supporting evidence, as the player had deleted all account closure requests and could not provide proof of his self-exclusion or account reopening. The case was closed, but the player was invited to provide evidence in the future if available.
Tea Spins Casino - Player's account was reopened despite self-exclusion issues.
Closed
Our verdict
Insufficient evidence from player
Amount: £3,500
Tea Spins Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Allowed to reopen account when self-excluded due to gambling addiction.
I self-excluded from tea spins and all its sister sites. But I was able to open the account and deposit and play even though they new about the gambling problems. Getting the accounts closed is very difficult but I have managed it for now. I think it's only fair that under there responsible gambling policy the deposits be refunded as responsible gambling should be taken seriously.
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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
Dear mrgazzaxxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
In some cases, it may be hard to find the middle ground between how much you want to play and how much you actually can play. If this is your situation, you have the possibility of excluding yourself from playing at our casino. You can activate this option by contacting our Support Service via Live Chat. In the case where a friend or family member is in this situation, you can also contact our Support Service Team and ask for help. Our Support Service Team is ready to help you every day 24/7.
- Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
- Can you confirm the date you self-excluded from Tea Spins and its sister sites and when you noticed the account was reopened again?
Thank you very much in advance.
Best regards,
Petra
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2 weeks ago
Hi Petra unfortunately i don't i deleted them all after account was closed. I do understand if the complaint has to be closed because of this.
It was about 6 months age when i self excluded.
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1 week ago
Thank you for your reply and for providing the previous details, mrgazza.
Unfortunately, without supporting evidence, we are unable to proceed with your case and must reject your complaint at this time. If you obtain any proof in the future, please feel free to contact us and we will be happy to reopen it.
Kind regards,
Petra
