Galaxy Spins Casino - Player's account remains open despite self-exclusion request.

I have made numerous requests by email to close and block my account as i have a gambling addiction. I can provide evidence via the emails i have sent to them explaining the problem and receiving no response. They have continued to allow me to play and i am now desperate. Please help me to get this account closed. I dont have much hope of refund but if you can help i would be so grateful.

Hello merrybabe88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Galaxy Spins Casino. Please allow me to ask you a few more question before we would move forward.

• When was the first time you requested for self-exclusion from the casino?
• Did you ever receive any response from them?
• How much did you deposit since your initial request?

Please forward the self-exclusion request to [email protected] for further review.

Looking forward to your answer.

Regards,

Nick

First request to self exclude due to gambling problem was 26th September. Numerous emails with no response at all. I have allof these in my email sent folder as evidence if required.

Amount gambled is £2,170.08. i have calculated this figure from all deposits made since the above date

Hello merrybabe88,

Please forward the initial self-exclusion request which you sent to the casino (the others too if you did send multiple ones) to [email protected] for further review.

Looking forward to your response.

Regards,

Nick

Hi, as per request i have copied the emails sent to galaxy spins. I have sent more but they must have been deleted.

Please help

T G****

self exclusion

terri gr****<merr******@gmail.com>

26 Sept 2024, 13:02

to luna

Theresa Gr*****

Hi I have a gambling problem and would like to close my account and be blocked from further play please

terri graham <merr*****[email protected]>

27 Sept 2024, 10:56

to [email protected]

I sent a message on 26/09 advising i had a gambling problem and wished to close my account. This was not done immediately via chat and I was asked to send an email.. This has not been actioned and 

Since making this request i have gambled a further £90 that i can't afford. A gambling addiction is serious and your have a responsibility to protect players and prevent further play. You have so far failed to do this. 

! have never known this not to happen immediately on request until now . Can you please block my account and refund the monies i lost after making the request to close. This was due to this not happening when i asked for a block on my

account. 

T Gr****

On Thu, 26 Sept 2024 at 13:02, terri graham <merry*****@gmail.com> wrote:

Theresa G****

Hi I have a gambling problem and would like to close my account and be blocked from further play please

Recipients

---------- Forwarded message ---------

From: terri gr**** <merry*****@gmail.com>

Date: Fri, 27 Sept 2024 at 10:56

Subject: Re: self exclusion

To: <[email protected]>

I sent a message on 26/09 advising i had a gambling problem and wished to close my account. This was not done immediately via chat and I was asked to send an email.. This has not been actioned and 

Since making this request i have gambled a further £90 that i can't afford. A gambling addiction is serious and your have a responsibility to protect players and prevent further play. You have so far failed to do this. 

 ! have never known this not to happen immediately on request until now . Can you please block my account and refund the monies i lost after making the request to close. This was due to this not happening when i asked for a block on my

account. 

T G****

On Thu, 26 Sept 2024 at 13:02, terri graham <merry****@gmail.com> wrote:

Theresa G********

Hi I have a gambling problem and would like to close my account and be blocked from further play please

self exclusion from galaxy spins site

terri graham <merr*****@gmail.com>

Sun 29 Sept, 12:39

to support

I have now made 2 separate email requests to self exclude from this site as i have an uncontrollable gambling problem. The time delay in actioning this is unacceptable. I have since gambled a further £150 since making this request. Will you block me immediately and consider refunding the additional deposits.

T G****

self exclusion

terri g***

Thu 26 Sept, 13:02

Theresa Gr****Hi I have a gambling problem and would like to close my account and be blocked from further play please

terri gr**** <merry****@gmail.com>

Fri 27 Sept, 10:56

 

Dear Merrybabe88,

I hope you're doing well. Could you kindly forward the email to [email protected], rather than copying the content into the complaint? Unfortunately, we cannot consider it as relevant evidence in this format.

I look forward to hearing from you.

Best regards,

Nick

Dear merrybabe88,

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 now sent three emails to the above address but they are not being responded to . Can you send me an alternative email to send this to please. I am even more desperate for intervention now. Thanks

Just to be clear, I meant 3 emails to Nik on this site. Also It is taking a long time to get a reply from you. I really need this help. Thanks in advance

Hello merrybabe88,

Thank you for forwarding the communication in e-mail format.

Before we would reach out to the casino, can you please confirm whether your account is currently still active?

Additionally, would it be possible to forward your deposit history from your casino account?

Regards,

Nick

Yes it is still active and am still playing as i am really struggling to control this. I can try to copy the deposit history via email.

As above

Thank you merrybabe88 for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello merrybabe88,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Galaxy Spins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Thank you Michael. I really hope you get a response as i have not managed to have any luck from the support team at this casino. I tried to isolate deposits from the page since my requests but they go into hundreds of pages as they list each and every slot game spin all on the same transactions list.

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.

OK clearly you are getting the same response as I have, namely no response. These guys just don't care! I suspect that you will end up closing this complaint. Really hope not!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V