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Hi I joined teaspins.com with a gambling addiction things got really intense after I had a breakdown as a covid nurse and I’ve relapsed - I contacted them to close my account due to addiction and gambling relates harm begged them to never let me open and then alllowed me to open again and I lost a further 3000 after desperate efforts to get them to close my account and explaining everything

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Dear Boohoo77,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your emails.

• Could you please specify whether the casino responded to any of your emails requesting self-exclusion? If so, kindly forward these responses to me as well.

Additionally:

• When exactly was your account closed, and when was it reopened?
• Did you request your account to be reopened, or was it reopened automatically by the casino?

They did not respond

I asked for it to be reopened in a relapse after requesting never to open again

2 days after

Do you have any communication with the casino about the request to reopen your account? If so, kindly forward it to me as well.

Dear Boohoo77,

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 can’t find

Thank you for the information. Is your account currently closed, or are you still able to access it? Do you have any evidence at all that would show us the casino communicated with you in any way (chat transcripts, screenshots)?

Hi I can not open now after I told them about this complaint they have perm blocked me I’ve sent everything possible thanks

Hi Boohoo77,

I'm glad to hear that your account has now been permanently closed. I would really like to help you with the refund of the deposits you made after requesting your account to be reopened, but unfortunately, I haven’t received enough evidence to confirm that the casino failed to meet its responsible gambling obligations.

So far, I’ve only received your messages to the casino. I haven’t received any chat transcripts or screenshots showing that the casino was aware of your gambling addiction, confirmed the permanent closure of your account, and still allowed it to be reopened just two days later. We need solid evidence from you to verify that this situation happened. Only after receiving such evidence can we contact the casino and request their cooperation.

At this point, we have no confirmation of when exactly your account was closed for the first time, whether the casino was aware of your condition, or if they confirmed your self-exclusion.

Please send me the requested evidence so that we can continue with your complaint. If I don’t receive the necessary information within the next few days, I’ll, unfortunately, have to reject your complaint due to insufficient evidence.

Dear Boohoo77,

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.

They have allowed me to reopen again and spent another £800 during a episode

Please forward me the most recent conversations you have had with the casino regarding the reopening of your account to veronika.f@casino.guru. Additionally, if you mentioned gambling addiction in any of your communications since submitting this complaint, kindly forward those conversations to me as well.

Dear Boohoo77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.