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Dear Casino.Guru

Im hardly gambling addicted, but time2spin denied to self exclude my account immediately, when I asked for it in live-chat. Instead they told me to sent a mail that they would reply to within 24 hours. I asked them if that also count for customers who need self exclusion because of gambling addicted and their answer was yes.

Because of that I lost 190 euro.

After those money was lost I decided to write them a complaint where I asked them to refund me the money I lost after I wasked for self escusion becasue of my addiction. They did not reply to my mail fast, so I got into chat 1 hour later asking them when my account would be deleted.

The agent told me that she now deleted my account. I asked why they didnt do that, when I asked for some hours earlier, but her answer was, that it could take up to 24 hours to reply. I asked them if they find that responsible to let a gambling addicted player wait 24 hours. Her reply was shocking: " All applications are considered in turn. The answer comes within 24 hours according to the rules of the project."

I asked if that also count for gambling addicted players and where I could read about those rules since I could not find it in their t/c.

The agent could not tell me where to find those rules.

I really think I should get the money I lost before I was asking for self esclusion because of gambling addicted refunded, but the casino deny to do so.

I have alot of chatlogs I can sent if necessary.

Dear flowplowlow,

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 a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

"Self-exclusion is a period of Timeout, meaning you take a short break from the gaming platform at least for 24 hours. The timeout might include a longer period, for instance 48hours/7days/30days, and more, depending on your choice. Once you set your time, you will not be able to cancel the process of blockage of your account. In order to prevent unpleasant consequences, please request a withdrawal before you decide to self-exclude. This means, that if you do not request your money before the start of the period, the company will no longer be able to help you with your request.

For activation of Cooling off/Self-exclusion period, Player need apply to the online-chat of website https://time2spin.com/ for confirmation of such period by Time2Spin.

If your self-exclusion period expires, it cannot be reactivated automatically, therefore, please contact the support team to unblock your account.

Please see our self-exclusion policy for more detailed information on this matter."

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

I have now sent the requested mails / chat-logs.

Thank you

Dear flowplowlow,

Do I understand correctly that your first request for the self-exclusion was communicated on the 27th of April?

Yes. I asked for self exclusion the 27. April.

I knew i needed help since I was in a rush and couldnt stop myself from gambling, so I asked them to self exclude me immediately.

The live-agent told me to sent a mail, but I said I need it done now and not days later. She refused and told me that they take the requests in the order they get them, but that I would get a reply within 24 hours. They did not care about that the request came from a gambling addicted player. I keept playing and lost another 190 euro.

After that, I sent them the mail, but after hours of waiting my account was still not deleted. I decided to go to livecaht to ask why my account wasnt deleted and shortly after, they deleted my account. Untill today, they have still not replied to

any of my mails. I have asked livechat why they not reply to mails and their reply is always the same… "please wait, you will get a reply soon".

In their t/c it clearly stands, that in order to get self excluded, contact livechat. That was what I did, but was meet with stupid excuses.

I can see that you have been advised by the live chat agent o send an email to support@time2spin.com in order to request the self-exclusion. Please understand that not all casino departments have the option to restrict players' accounts. I agree that it would be ideal unfortunately, it is not standard procedure yet. Therefore, we accept 2-3 days since requesting the self-exclusion to applying it, to be fair.

Could you please advise when exactly was your account blocked? How many days after sending the email, please?

Should I understand it as meaning that from a player the casino states that he / she is addicted to gambling, then the casino has 2-3 days to have his / her account deleted? The casino's t / c states that you must contact their support on live chat to be self excluded. I did, but was greeted by a message to send them an email. Unfortunately, I did so only after losing 190 euros more, but it had made no difference.

To date, I have sent them 4 emails and I have not received a response to a single one of them. However, I have been self-excluded, but that only happened when I lost the 190 euros. Here I wrote an email, after which I waited 4 hours for a response. As they still had not answered or self excluded me, I contacted live chat again and when I informed them about the email, then it took 2 min., Then my account was self excluded. This despite the fact that in my first chat with them they told me that they could not delete my account and one should therefore send them an email and then the people in charge will make sure to get it done. It seems highly unbelievable when you later contact them and tell them about an email to which they have not replied and 2 min. later, one's account is closed.

I must admit that I have a very hard time understanding that you as a responsible casino review site are sending players on to casinos that treat gambling addicted players in that way, without in any way making them responsible for the bad behavior. You are not surprised that the casino refuses to send me logs of all the chat conversations I have had with them, but instead you accept that the casino breaks with very basic rules for responsible gambling - namely that the casino must do everything they can to prevent gambling addicted players from playing at their casino. Likewise, you do not question that the casino does not respond to the emails that you send them. In my world, it should indicate to that extent that the casino does not want to get the matter clarified in any way.

Skal jeg forstå det således, at fra en spiller oplyser casinoet at han/hun er spilafhængig, så har casinoet 2-3 dage til at få slettet hans/hendes konto? I casinoets t/c står der, at man skal kontakte deres support på live-chat for at blive self excluded. Det gjorde jeg, men blev mødt af en besked om at sende dem en mail. Det gjorde jeg desværre først efter at have tabt 190 euro mere, men det havde ikke gjort nogen forskel.

Indtil i dag har jeg sendt dem 4 mails, og jeg har ikke fået svar på en eneste af dem. Jeg er dog blevet self excluded, men det skete først, da jeg havbe tabt de 190 euro. Her skrev jeg som sagt en mail, hvorefter jeg ventede 4 timer på svar. Da de stadig ikke havde svaret eller self excluded mig, tog jeg igen kontakt til live-chat og da jeg oplyste dem om mailen, så gik der 2 min., så var min konto self excluded. Det på trods af, at de i min første chat med dem fortalte, at de ikke kunne slette min konto, og man derfor skulle sende dem en mail, og så vil de ansvarlige sørge for at få det gjort. Det virker højst utroværdigt, når man så senere kontakter dem, og fortæller dem om en mail, som de ikke har svaret på og 2 min. senere, så er ens konto lukket.

Jeg må indrømme, at jeg har meget svært ved at forstå, at I som en ansvarlig casino-review-site sender spillere videre til casinoer, der behandler gambling addicted spillere på den måde, uden på nogen måde at stille dem til ansvar for den dårlige opførsel. I undrer jer ikke over, at casinoet nægter at sende mig logs over alle de chat-samtaler, som jeg har haft med dem, men i stedet accepterer I at casinoet bryder med helt grundlæggende regler for responsible gambling - nemlig at casinoet skal gøre alt hvad de kan for at forhindre, at gambling addicted spillere, spiller på deres casino. Ligeledes stiller I heller ikke spørgsmålstegn ved, at casinoet ikke svarer på de mails, som man sender dem. I min verden burde det i den grad indikere, at casinoet ikke har lyst til på nogen måde at få sagen belyst.

Do I understand correctly that after sending an email for the self-exclusion your account got blocked after 4 hours?

Dear flowplowlow,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.