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At the sports betting provider "Sportospin", I lost over 7200.00 Euro in just a few days. Despite sending an email requesting to have my account locked due to gambling addiction issues, I was still able to deposit and gamble more money for several additional days.

I sent the permanent lock request to the email address used for "account opening".

The email address is also listed on the website with a note of 24/7 availability.

Bei dem Sportwettenanbieter „Sportospin" habe ich in wenigen Tagen über 7200.00 Euro verspielt. Trotz einer E-Mail das mein Konto aufgrund von Spielsuchtproblemen gesperrt werden soll, konnte ich noch einige Tage lang weiter Geld einzahlen und verspielen.

Ich habe die dauerhafte Sperre auf die Email der „Kontoeröffnung" gesendet.

Auch auf der Internetseite wird die Email Adresse angegeben mit dem Hinweis 24/7 Erreichbarkeit

Dear ihea1984, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have forwarded you the email in which I requested a permanent ban.

After that, I was able to deposit and gamble money for days.

Ich habe Ihnen die Email wonach ich eine dauerhafte Sperre gewünscht habe weitergeleitet.

Danach konnte ich noch Tagelang Geld einzahlen und verspielen.

Thank you for your email. Am I correct in understanding that you requested to be self-excluded due to gambling addiction for the first time on December 4?

Could you please specify when exactly the casino closed your account? Have you received any response to your email? If so, kindly forward it to me as well.

Dear ihea1984,

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.

I have sent you my answer to the email address

Ich habe ihnen doch auf die Email Adresse meine Antwort gesendet

Thank you for your email. Could you please specify the exact date when the casino blocked your account? Additionally, I would appreciate it if you could provide the date you contacted customer support via live chat to inquire about your self-exclusion not being applied.

These details are crucial for us to better understand and address your situation.

I was able to contact the chat on December 9th, 2024. I was asked to send an email to Although the address to which I requested my block is available 24/7.

Sportospin never confirmed the ban via chat or email. When I tried to log in again a few days later, access was denied.

Ich habe den Chat am 09.12.2024 kontaktieren können. Hierzu wurde ich angehalten eine Email an customercare@sportospin.com zu senden. Obwohl die Adresse an welche ich meine Sperre beantragt habe 24/7 erreichbar ist.

Die Sperre wurde von Sportospin nie mittels Chat oder Email bestätigt. Nachdem ich einige Tage später mich erneut einloggen wollte, war der Zugriff verweigert worden.

Thank you for your reply. Did you make any deposits after December 4, when you informed the casino of your addiction and requested that your account be closed?

Yes, I have.

See image

Ja das habe ich.

Siehe Bild

Dear ihea1984,

After carefully reviewing your case, we have reached the following conclusion:

While it is unfortunate that you did not receive a response to your email sent on 4 December, the casino did block your account within a few working days. We consider this to be a reasonable timeframe. However, we also note that your self-exclusion request was not sent to the correct email address as specified in the casino's Terms and Conditions. This oversight can lead to delays or even issues in processing self-exclusion requests.

We encourage all players to carefully review the Terms and Conditions of the casino and follow the stated procedures when requesting self-exclusion to ensure their request is processed efficiently.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino Guru Complaint Team