The player from Austria has requested a self-exclusion. Unfortunately, the enquiry was ignored. Player’s complaint has been resolved successfully.
HappySpins Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €475
HappySpins Casino
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I emailed the casino back in May to block my account!
This mail has not been answered to date and my account has not been blocked! I did not pursue the case any further as I am trying to avoid casinos due to my gambling problem! That being said, I got banned from over 200 casinos! I've lost track of all the correspondence! The email with the request for the block is of course available!
How can it be that a casino refuses to block and continues to offer its illegal gambling on the Austrian market! And the casino shouldn't tell you that their offer is legal in Austria! The jurisprudence and all associated judgments of the last few years are clear! I am fully aware myself that it is illegal, but sometimes the addiction is stronger than the mind/will! And casinos like Happyspins that don't block the accounts and take advantage of this unscrupulously must be held accountable! I expect a refund of my deposits made today and a lifetime ban on my account! If no agreement can be reached here through the mediation of Urlaubsguru, I will take legal action!
Automatic translation:
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2 years ago
Dear Ares1981,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found (here):
"Do you need to take a break from gambling?
If you feel you need a break from playing even after seeking help from the support sources provided (above), then please use this link.
We recommend suspending your account for a period of 7 days, to give yourself a healthy period of time to recuperate (you cannot deposit if an account is suspended). Your account is suspended manually by our customer support, so make sure you contact them after 7 days in order to reactivate your account."
Is this the tool that you have used to freeze your account? It is a very easy and reliable tool that helps you instantly to block your account.
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
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2 years ago
Translation
Screenshot was posted here! Everyone is welcome to see how the casino deals with permanent bans! I used the cool-off variant, but this is only limited to a few months and makes little sense in the event of a game problem! Because then at some point the email will come that the account will be opened again, and this will give you a new trigger/impulse to play! So I emailed the casino asking for a permanent ban! The casino is corrupt and doesn't obey the law! How else to explain to me that the company offers and promotes illegal gambling in my country? The casino will not compensate me for the losses caused by the refused ban (at least not without a complaint)! However, I expect that happyspins will stop illegal gambling in my country!!!
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2 years ago
Could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
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2 years ago
Dear Ares1981,
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.
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2 years ago
Translation
I have already posted a screenshot here asking the casino to permanently ban my casino! According to lawyers, such a block is equivalent to self-exclusion! A casino that offers illegal gambling, and thus ignores the law of the respective country, of course ignores requests to be banned! Curacao casinos are known for their corrupt activities! You never have to look at all the complaints here! Then you know which licensor is a problem here! Cuaracao!
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2 years ago
Dear Ares1981,
I haven't received any relevant communication between you and the casino that would prove satisfactory that you requested your account to be blocked due to a gambling problem. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings HappySpins Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@happyspins.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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2 years ago
Translation
What exactly is unsatisfactory about it? Why shouldn't you see from this email that a self-exclusion has been requested/requested due to a gambling problem! The neutrality of CasinoGuru must be strongly doubted at this point! Casinoguru has had this email for a few days!
That being said, I have complained that the casino refuses to pay out an account that has already been self-excluded (after asking several times!)!
Edited
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2 years ago
I'm sorry, but I have never received the abovementioned email. Could you please forward it to petronela.k@casino.guru at your earliest convenience? It is not visible on the posted screenshot to which email address it has been sent.
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2 years ago
Dear Ares1981,
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.
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2 years ago
Translation
Hello, the casino has now blocked my account this week!
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2 years ago
Thank you, Ares1981, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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2 years ago
Translation
Hello Petronela!
Yes can be closed! Thanks! It's a shame that casinos only react to public pressure!
Thanks for the help
LG
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ares1981, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
