Doctor Spins Casino - Player's account closure request is delayed.

I have a gambling problem and am signed up to gamstop etc in the UK and have been for years.

Following a bereavement last year I found non uk casinos I could use and quickly got myself banned from all the responsible ones.

Doctor Spins however have refused to close my account despite over 30 emails since August ‘24 requesting account closure. They never respond to the messages and just give you a cash bonus to lure you back in. As a result of this and because they use a load of front companies to process payments under incorrect merchant codes which circumvents the gambling block I have on my credit card, I’m now 9k in the hole.

When you speak to live chat they just tell you to email your vip manager and give you an email address which you never get a response from.

I haven’t had any issues with payouts but the games are very sketchy acting.

Wish I would have read this review before I signed up to the site 🤦‍♂️

Dear idiotbox,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you are facing.

To better understand your situation, could you please confirm the following:

• Are the emails you uploaded as attachments to your complaint the complete record of all the messages you sent to the casino requesting account closure?
• Has your VIP manager ever responded to your self-exclusion requests or to any of your other messages?
• Have you received any response from the casino’s support email?
• Have you successfully completed the full KYC verification process?
• Are you still able to log into your account, or has it been blocked in the meantime?

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

Those are all the emails I sent to the email address given to me by their live chat and to their generic support email. As you can see they go back to around mid August 2024.

I have never received a response from the casino.

I have asked them for a postal address repeatedly to write a letter and following this I seem to have been blocked from using their live chat feature!

I have a fully verified account and as stated have not had any issues with withdrawals - aside from them being very slow - as other users have reported

I am still able to log in to the account but I fortunately have been able to get the chat support to give me a bonus with a wagering requirement which is ludicrous so that should hopefully mean I don’t go back there!

Thank you very much, idiotbox, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Doctor Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear idiotbox,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I regret to inform you that the casino you’ve selected has a low safety index and a poor history of resolving customer complaints. Unfortunately, they have not responded to any of our previous messages regarding ongoing issues raised against them.

Despite the slim chances of receiving a favorable response, I’ve contacted their official support team via email on your behalf to seek assistance with your matter. I am currently awaiting their response and will keep you informed of any updates.

Thank you for your patience and understanding.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear idiotbox,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo