The player from Germany had requested self-exclusion on 10/30/24, but the casino had only responded with a bonus offer. Despite this request, the player's account was not blocked, and he continued to experience losses. The Complaints Team had reviewed the case but concluded that there was insufficient evidence of a gambling addiction being explicitly stated in the player's communication with the casino. Consequently, the complaint was closed.
Goldspin Casino - Player's account remains active despite self-exclusion request.
Amount: €1,000
Goldspin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Goldspin Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 weeks ago
Public
Public
1 month 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
1 month 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
1 month 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:
Public
Public
1 month ago
Thank you for providing the screenshots. However, I noticed that in the emails you shared, there’s no mention of self-exclusion due to gambling addiction. Please understand that we’re able to assist with refund requests only in cases where players explicitly state that they wish to close their account because of gambling-related issues.
Do you have any emails where you specifically mentioned gambling addiction as the reason for your account closure request? If so, please forward them to us, and we’ll continue to support you in this matter.
Public
Public
1 month ago
Translation
No, although I don't see the difference between self-exclusion with or without gambling addiction. What was requested was self-exclusion as shown in the email, so the reason MUST be secondary. If a player requests something like that, no further justification is required.
I can only advise every player to avoid such casinos 🤙
Automatic translation:
Public
Public
3 weeks ago
Dear Matthias,
Thank you for your response.
I understand your frustration, and I sincerely empathize with your point of view. However, at Casino Guru, we follow strict guidelines when reviewing cases involving requests for refunds or account closures due to gambling addiction. The distinction between self-exclusion with or without gambling addiction is critical in these cases because it determines whether we can hold the casino accountable for failing to protect a vulnerable player.
Without explicit evidence that you informed the casino about your gambling addiction as the reason for self-exclusion, we cannot pursue this matter further. While we appreciate your concerns, we are bound by our policies to ensure fairness and consistency in handling complaints.
As such, we must close this complaint due to insufficient evidence. If you have additional information or documentation in the future, please do not hesitate to contact us.
Thank you for your understanding.
Best regards,
Veronika
Complaint Specialist
Casino Guru
