Vincispin Casino - Player's withdrawal request is rejected.

Hello,

I've been legally incapacitated by a judge due to gambling addiction, and I've been playing on this site for months without any problems. I reported my gambling problem today and requested the return of all funds deposited on your site. They refuse to do so.

Dear Patry,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vincispin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify if your account is still open?  
• Have you requested a self-exclusion when reporting your gambling addiction to the casino?  
• Would you be so kind as to forward me your communication with the casino at natalia.b@casino.guru?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I am registered with the Directorate General for the Regulation of Gambling, which I have sent to your email address.

The account is closed. And I had weekly cashback, which hasn't been returned to me.

Dear Patry,  

Thank you for your response. I understand how distressing this situation is for you. However, since you reported your gambling addiction to the casino only after depleting your funds, we cannot uphold your complaint. Please note that we can assist with refunds of lost deposits only if a player explicitly states their struggle with gambling addiction and the casino fails to take necessary protective measures. Unfortunately, if you did not inform the casino about your gambling issue, your funds are treated as lost during standard gameplay and cannot be refunded.

Additionally, it’s important to highlight that the casino does not possess a Spanish license. RGIAJ is a registry for the Spanish gambling market, and it can only regulate operators with a Spanish license. As you can see, VIncispin Casino has no licenses at all, so they are not required to follow the guidelines of national self-exclusion registers.

Since your account has been closed after you informed the casino about your situation, we cannot consider this case as a failed self-exclusion. I can only advise that you formally request self-exclusion in the future if you feel you are losing control.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia