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Hello,

I have requested on 3 occasions the blocking, cancellation of the account or self-exclusion due to gambling problems. I have done it twice through the web form and also by email but they do not do the self-exclusion and I have spent more than 4000 euros in the casino. I beg you please if you can help me because I have a problem and they keep letting me deposit. I also request that the amounts deposited be returned to me for ignoring requests to cancel the account. The first time I requested it was on February 13, which I do not have the screenshot because I did it as indicated on the web by the support form. Later this morning as well. Attached screenshots

Hola,

he solicitado en 3 ocasiones el bloqueo, cancelacion de la cuenta o autoexclusión por problemas de ludopatia. Lo he hecho dos veces por el formulario web y también por email pero no hacen la autoexclusión y llevo gastados más de 4000 euros en el casino. Ruego por favor si me pueden ayudar porque tengo un problema y siguen dejándome depositar. Igualmente solicito que me devuelvan las cantidades depositadas por no hacer caso a las peticiones de cancelacion de la cuenta. La primera vez que lo solicité fue el 13 de febrero de la que no tengo el pantallazo porque lo hice como se indica en la web por el formulario a soporte. Posteriormente esta mañana igualmente. Adjunto pantallazos

Dear Jose,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

I have checked terms and conditions on the website, and this is what I found https://cobraspins.com/templates/company/responsible_gaming:

„Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at cobraspins.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

https://cobraspins.com/templates/company/terms_and_conditions:

"Self exclude or Timeout - We will only reply to emails sent to support@cobraspins.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

I would recommend sending an email to support@cobraspins.com including all the relevant information. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked as "Self-exclusion" you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. If it won’t work this time, we will intervene.

Thank you in advance for your reply.

Best regards,

Petronela

Could you please indicate the exact date when the first request to close your account has been sent and forward your cashier history? My email address is petronela.k@casino.guru. Thank you very much in advance.

Thank you very much, Jose, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jose.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond to our messages in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jose.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad. For the future, I recommend you to choose the casinos with at least a very good reputation.

Best regards, Jozef

Casino.Guru