Zuluspins Casino - Pelaajan tiliä ei ole suljettu pyynnön mukaisesti.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Zuluspins Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify which communication channels you have used to request a self-exclusion?
• When did you last have access to your account, and when was your last deposit made?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

i have sent you an email

Thank you for your email. Could you please forward your correspondence directly instead of sending photographs? This would enable us to more effectively review the evidence. Thank you for your understanding.

On 2 April, I contacted you through your chat service, which I am currently unable to access as the chat messages are no longer available.

I also stated that I wanted my account to be closed, but this was not done. Instead, I was asked to complete a form. In order to complete the form, it must be printed, signed, and then scanned or photographed again. I do not have access to a printer.

When an issue has been identified, I believe responsibility should be taken and the account should be closed immediately.

Dear Player,

Thank you for your message and for providing the information so far.

I have reviewed the materials you submitted, however the earlier attachments were unfortunately not fully readable due to low resolution, which makes it difficult for us to properly assess the content of the communication.

Could I kindly ask you to forward the full correspondence directly to my email at attila.g@casino.guru? This will allow us to review the original messages in a clear and usable format.

In addition, in order to proceed with the evaluation of your case, we would need clarification on the following points:

• The exact communication where you explicitly mentioned gambling-related problems or addiction to the casino
• The date when your account was ultimately closed (or restricted)
• The date of your last deposit before the account was closed/restricted

This information is essential for us to properly assess the timeline and determine whether responsible gambling procedures were applied correctly.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Attila

i have now sent you the photos

Dear Player, thank you for the information and evidence you have provided so far.

According to the forwarded screenshots, it appears that you mentioned to the live chat operator that your self-exclusion request submitted via email has not received a response. Could you kindly forward that email to me as well? Thank you for your cooperation.

i have now provide you with the email evidens

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, Matej (matej.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,

Attila

Hello hanaaaaaaaa, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Zuluspins 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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

On 2 April 2026, I contacted ZuluSpins customer support and explicitly stated that I have a gambling addiction and therefore needed my account to be closed.

ZuluSpins informed me that I had to complete a form, even though their website states that players should not be able to gamble with real money while the self-exclusion process is being handled. As I do not have access to either a printer or a scanner, it was impossible for me to complete this requirement.

I also contacted their customer support via email regarding the same issue and received the same response once again.

As a result, I was still able to deposit and gamble a total amount of €28,000.

I have provied you with all the evidence i have

what happends if zuluspins wont awnser

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 hanaaaaaaaa,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej