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Responsible gaming is not taken serious…

Responsible gaming is not taken serious whatsoever. Dont play in this casino.

On Jan 24, I requested to be selfexcluded by sending 2 emails and also requested it on livechat.

In February I was still able to login and lost my deposits. The VIP manager ignored the self exclusion requests. I shouldn't have been able to log in and allowed to deposit. I had complained and requested a refund for the deposits made in February. They say that they are looking into it and an action would be taken , but nothing has been refunded whatsoever, nor do they come back with updates.

Hello MiraDar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account? Would it be possible to forward the exclusion request you sent to the casino to nikolas.b@casino.guru?

Is your account currently still open?

Looking forward to your answer.

Regards,

Nick

I've forwarded the emails to you. Plus I have also reached out to them via livechat, where my messages where read but ignored.

No my account has only be closed a couple of days ago after all my contact, yet I am still receiving promotion mails. Last one was received yesterday.

I heard back from the casino and they refuse to refund my deposits from Feb for the following reason:

* Saying it is my fault that I didn't send a 3rd email confirming the reason to the VIP manager.

They blame me for playing again in Feb, while they are the ones who didnt block my account eventhough i requested for it twice + also on chat.

They are saying that I had to state the reason again but to the vip manager. While the reason was already included in my first mail to the support team requesting them to self exclude me permanently. Nowhere does it say in the terms to include an additional email to VIP manager.

This should already be sufficient I am already giving them the reason which is that I don't want to play anymore. My email included:

- Request to close my account

- Indicated time period (permanent)

- Indicated reason why

- Indicated that I don't want it to be reopened again

Can you help me with this casino gurru? Plus I just found out that lalabet is their partner from Casibet and I excluded due to gambling addiction in November, so basically if I would have won something at betSpino they would have never paid me out.

Hello MiraDar,

Unfortunately, a reason of gambling addiction or gambling problem have to be stated in a self-exclusion request. If you do not, the casino may simply assume that you just want to simply close your account (in which case you can reopen it anytime). As you did not state it, they had no obligate to close your account, in some cases casino even send out promotional offers to lure the player back into their casino. Your reason was that you do not want to play anymore which can mean many things - like you do not like the casino, bonuses or games there. Many players write this in order to receive additional bonuses from the casino.

Please be sure to mention gambling addiction in every single self-exclusion you make to make sure the casino understands your reason behind it.

Is your account currently still open?

Dear MiraDar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.