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Online account closure not possible only by email. That was not enough! Written termination was required. Reason for termination was given! No more interest in playing in your casino. Closing the account permanently. Again and again emails should a reason be given? Not understandable and not recommended the casino.

Schließung des Kontos Online nicht möglich nur per E-Mail. Das reichte nicht! Es musste eine schriftliche Kündigung erfolgen. Grund zur Kündigung wurde genannt! Kein Interesse mehr in Ihrem Casino zu spielen. Schließung des Kontos dauerhaft. Immer wieder E-Mails es soll ein Grund angegeben werden? Nicht nachvollziehebar und nicht zu empfehlen das Casino.

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://dozenspins.com/en/responsible-gaming:

„ RESPONSIBLE GAMING

We at Dozenspins believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at Dozenspins, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@dozenspins.com and ask to terminate your Dozenspins account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous GamCare Gambling Therapy

COMPLAINTS RESOLUTION PROCEDURE

You may contact our customer Support Service Team by email: support@dozenspins.com "

Is this the email address that you have sent the email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Marcel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.