The player from Germany had requested self-exclusion and successfully closed their account but was later able to reopen it after seeking support in live chat. Despite the self-exclusion, they received promotional emails, deposited €87.39 in Litecoin, and lost the amount, raising concerns about the casino's compliance with player protection regulations. The issue was not resolved due to the player's lack of response to inquiries from the Complaints Team, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if they chose to resume communication.
Vincispin Casino - Player's account was reopened against self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €87
Vincispin Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hello,
I requested self-exclusion on November 4th. I first had to complete a 24-hour cooling-off period before I could permanently close my account on November 5th. Closing the account via live chat was not possible.
I specifically asked in the chat beforehand that a reopening was not possible.
On November 10th, I requested in the live chat that my account be reopened, as I had received a promotional email, and my account was immediately reopened. I deposited €87.39 using Litecoin, which I naturally gambled away and lost.
Whether I get my money back is irrelevant to me. However, the casino is not complying with player protection regulations.
Automatic translation:
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5 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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5 months 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 a few questions to clarify your situation:
- Could you please specify how you activated the self-exclusion? Did you do it directly in your player account?
- Have you confirmed your decision to self-exclude after the 24-hour cooling-off period passed?
- Please forward all communication between you and the casino regarding your self-exclusion requests and account reopening requests to 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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5 months ago
Thank you for your email. Could you please clarify the duration of the self-exclusion you requested?
Do you have any evidence of this request that you could share with us?
Could you also forward me the entire chat conversation with customer support from November 10, when your account was reopened? Thank you for your cooperation.
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5 months ago
Dear Villa7772,
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 months 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
