Galaxy Spins Casino - Player unable to self-exclude from casino's sites.

Winbet Online Ltd refuse to block me from all of their sites, despite me asking. They can do this according to their terms and conditions, but ignore it.

Please see the chat, I have uploaded screenshots. The URL is: https://www.galaxyspins.com/en/

I don't even expect the money, but when it comes to responsible gambling they are awful. I sent three internal messages to support and was still able to sign into my account today. I think this and the conglomerate need flagging.

Dear Smiles81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please specify which other websites you intend to self-exclude from?
• Do you currently have accounts with those casinos, or are you seeking prevention from creating accounts on those platforms in the future?

Meanwhile, I have checked the responsible gambling section and this is what I found (here):

PLAYER SELF-EXCLUSION

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you have any concerns about your activity, please consider one of the following options:

A minimum of 24 hours cooling off period

A minimum one-month self-exclusion period

To change these settings, please contact our 24/7 Support Team.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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 800 complaints.

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

Dear Smiles81,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.