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On three separate occasions, I requested self-exclusion from my account via email due to issues with the game. Despite this, my account was neither blocked nor restricted, allowing me to continue playing. As a direct result, I have suffered significant financial losses amounting to approximately €9,600. I request a refund of the money I have spent since requesting self-exclusion.

En tres ocasiones diferentes, solicité por correo electrónico la autoexclusión de mi cuenta debido a problemas con el juego. A pesar de ello, mi cuenta no fue bloqueada ni restringida, lo que me permitió seguir jugando y, como consecuencia directa, he sufrido pérdidas económicas significativas que ascienden a aproximadamente 9.600 Pido el reembolso de mi dinero desde que pedí la autoexclusión

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Dear Diegui1xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

3.8 Self-exclusion request: you can contact the customer service via e-mail:

support@onlyspins.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Hello, I've requested self-exclusion five times, and even this Monday I filed a complaint again, reiterating my request to self-exclude. I've sent you everything by email.

Muy buenas en cinco ocasiones pedí la autoexclusión incluso este lunes les he hecho la reclamación y les he vuelto a decir que quiero autoexcluirme. Te lo he mandado todo por correo electrónico

Dear Diegui1,

Thank you for your reply and for providing the previous details.

• Could you please clarify on which dates you sent your self-exclusion requests via email?
• Additionally, we kindly ask you to forward your initial self-exclusion request that you first sent to the casino.
• Did you receive any confirmation from the casino regarding your self-exclusion requests? If so, please include it as well.

Meanwhile, if your account is still open, please try to follow these instructions to close it:

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly.

Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings OnlySpins Casino,

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

The reason behind my decision is gambling addiction.

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

Please send another email to OnlySpins Casino and keep me informed about any further developments.

Thank you in advance.

Thank you again for your cooperation.

Dear Diegui1,

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.

Good morning, I already sent everything by email on the 12th.

Buenas ya se lo mandé todo por correo electrónico el día 12

Dear Diegui1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Diegui1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the OnlySpins Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? It seems the player has been trying to close his account since 25th of March, and as he has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

OnlySpins Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Diegui1,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear casino representative,

Considering the nature of the complaint, we would appreciate a more detailed response regarding the handling of the player’s requests, including the timeline of events and the status of the requested deposit history.

If the casino does not intend to cooperate with us on this matter or does not wish to provide the requested information, please state this explicitly so we may proceed with the complaint accordingly based on the information currently available to us.

Perfect, then we'll wait until the casino responds.

Perfecto pues estaremos a la espera hasta que responda el casino

Dear Diegui1,

the complaint has been escalated to the casino's management, it seems there might be some internal issue on their side, as this is not the only unaddressed complaint on our site. I am extending the timer again, hopefully we'll receive a response.

Dear Diegui1,

I am sorry to confirm that, despite our repeated attempts to contact the casino and obtain the necessary information regarding your self-exclusion requests and account activity, we have not received any further response from their side.

As communication from the casino is essential for a thorough investigation and resolution of this case, we are unfortunately unable to continue the complaint process and are forced to close this complaint as 'unresolved'.

Based on the information you provided, we understand your concerns regarding the handling of your self-exclusion requests. However, without the casino's cooperation, we are unable to independently verify the timeline of events or assess whether the casino fulfilled its responsible gambling obligations in this case.

I am sorry that we could not bring this matter to a satisfactory conclusion. Please note that closing the complaint as unresolved will negatively affect the casino's rating, and other players will be able to read about your experience in our review.

Should the casino decide to cooperate in the future, this complaint can be reopened at any time and the investigation can continue.

Dear Diegui1,

We’ve reopened this complaint at the request of OnlySpins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

could you please check the case and explain the matter to us? It seems the player has been trying to close his account since 25th of March, and as he has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru