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I’ve been trying to close my account for the past two weeks. I send multiple emails to self exclude me and close my account. Tried with live chat but they discontinued me.

Its a really bad casino and a real Scam.

Dear sabrinalongo19,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Hi, I mentioned in my many emails to self exclude me because of a gambling problem.

They don’t reply or close the account.

Thank you very much for your reply, sabrinalongo19. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear sabrinalongo19,

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.

Hi, I erased most of the emails.

I kept one and it says it all.

my account is still open

Here’s the promotional email I still get after asking for a self exclusion.

sabrinalongo19, please understand that in order for us to proceed with a case like this I need to see the entire email - the sender, the recipient, the full date and time, and the message of the email. If you cannot provide the email and your account is still open, I am afraid that I will have to ask you to send another self-exclusion request.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to HeroSpin Casino and keep me informed about any further developments. Thank you in advance.

Hi, I just send the email.

i attached a copy. Thank you

Has there been any news? Can you please forward me the email (not as a screenshot)?

Hi, no response, account still open and I still get marketing emails everyday. I’ll send you the email. Thanks

Thank you very much, sabrinalongo19, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello sabrinalongo19, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Unfortunately, until the account gets closed, you will be receiving additional promotional materials, so let's hope this case can get resolved quickly.

I’d like to invite a representative of HeroSpin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hi Matej, I just don’t understand how a casino can be legal when I have sent multiple emails regarding my gambling addiction.

I had try to close my account since mid march.

The last one I sent was April 17.

Hi, just received an email saying that they closed my account.

Thanks for your help!!

Hi sabrinalongo19, this is great news!

Sometimes it takes a while for the casino staff to sort through all the hundreds of messages they receive, but I agree that in this time it was taking way too long. Can you please confirm, that everything has been solved now and the complaint can be closed?

Yes it’s resolved, thank you!!

Dear sabrinalongo19,

I am very happy to hear that your issue has been resolved, and would like to thank HeroSpin Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru