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Good evening, I am contacting you out of desperation and because on another occasion that I contacted you, you managed to solve the problem I had since the casino passed me and in this case it is similar. I have requested my self-exclusion countless times, through chat and numerous emails and my account is still active. I urgently need access to my account blocked because I have serious problems and from the customer service it seems that they are literally laughing at you. I would be grateful as never if you could mediate so that my account is permanently closed forever. Thank you.

Buenas noches, me pongo en contacto con ustedes por desesperacion y porque en otra ocasion que os contacte lograsteis solucionar el problema que tenia ya que el casino pasaba de mi y en este caso es parecido. He solicitado mi autoexclusion infinidad de veces, a traves del chat i de numerosos emails y mi cuenta sigue activa. Necesito urgentemente que se bloquee el acceso a mi cuenta porque tengo graves problemas y desde el servicio de atencion al cliente parece que se rien literalmente de ti. Agradeceria como nunca si pudierais intermediar para que mi cuenta quede definitivamente cerrada para siempre. Muchas gracias.

Dear Adri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

 „12.1 . For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility, please contact Customer Support or send an email to support@royalspinz.com.

12.2 . Self-exclusion - you may want to exclude yourself from gambling for an extended period of time. You can request Self-Exclusion for a period between 6 months and 5 years."

Did you clarify in those requests for how long you wish your account to be closed and clearly stated the reason why? Could you please forward all the emails or screenshots showing that you have sent requests for self-exclusion? My email address is kristina.s@casino.guru.

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,

Kristina

Good morning, in relation to the exclusion time I want it to be indefinite. And what of the screenshots is not possible to add them because from time to time I delete all the emails but I assure you that I will have sent about 30 emails. Never in my life have I received a response to any email sent because your customer service is lamentable and that is why I have contacted you to see if you can mediate and request the final closure of my account. Thank you.

Buenos dias, en relacion al tiempo de exclusion quiero que sea indefinido. Y lo de las capturas de pantalla no es posible añadirlas porque de vez en cuando elimino todos los correos electronicos pero ya le aseguro que habre mandado unos 30 mails. Nunca en la vida he recibido respuesta de ningun mail enviado porque su servicio de atencion al cliente es lamentable y por eso he contactado con vosotros, para ver si podeis intermediar y pedir el cierre definitivo de mi cuenta. Muchas gracias.

I would recommend sending an email including all the relevant information to support@royalspinz.com and please, do not delete the message. 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 you stand a better chance to have your request granted as soon as possible. Feel free to put my email address in a copy, so we will have your request as well. My email address is kristina.s@casino.guru.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Good morning, I have sent an email and I have put you in copy. As I told you, I will have sent about 50 emails for the same thing and none have answered it. So let's hope this time is different but I think not. You will tell me what I can do when days go by and they don't answer. Thank you.

Buenos dias, he mandado mail y te he puesto en copia. Como te dije habre mandado unos 50 mails por lo mismo y ninguno me lo han contestado. Asi que esperemos que esta vez sea diferente pero yo creo que no. Ya me diras que puedo hacer cuando pasen dias y no contesten. Muchas gracias.

Thank you very much Adri, please, keep us updated and let us know if there is anything new.

Dear Adri,

Has there been any news? Did the casino block your account? 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 forced to reject this case because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.