The player from Germany requested self-exclusion on 10/30/24, but the casino only responded with a bonus offer. Despite this request, the player's account is not blocked, and he continues to experience losses.
Goldspin Casino - Player's account remains active despite self-exclusion request.
Amount: €1,000
Goldspin Casino
Safety Index:HighSafety Index
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8.2
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 36m 12s
Case summary
34 minutes ago
Public
Public
20 hours ago
Translation
The casino responded to my self-exclusion request only with a "Bonus". On 10/30/24, I requested self-exclusion and unfortunately today lost money on my account, which is still not blocked.
Automatic translation:
Public
Public
17 hours ago
Dear Matthias,
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).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
Public
Public
8 hours ago
Translation
I requested the closure with the reason "self-exclusion". Nothing has happened to date. I have sent you the progress via email.
When requesting self-exclusion, it is outrageous that a casino does not implement this immediately! So I lost another 1200€
Edited
Automatic translation:
Casino Guru is examining the case
