The player from Greece, who had gambling addiction issues, requested the casino to close his account on 17 February, but the request was ignored and bonuses were offered instead. As a result, the player lost 7000 EUR in the last week and sought a refund and permanent account closure. After reviewing the provided information and evidence, we determined that the player was not eligible for a refund because the casino was not aware of his gambling issue, and the player's request to close the account appeared to be due to bad luck rather than a loss of control. The case was closed as 'rejected'.
HellSpin Casino - Player seeks refund after failed self-exclusion.
Amount: €7,000
HellSpin Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
Hi,
I have gambling addiction issues and requested on 17 February to close any account but they never did it.
Instead they offered me bonuses while told them that I want to close the account
the last week I lost 7000 EUR
i want to get my money I lost this week as they failed to self exclude me and close my account permanently
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4 months ago
Dear xliner78,
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).
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
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4 months ago
Hi , sure ,
I am forwarding all the screenshots and the emails to your email address right now
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4 months ago
Thank you very much, xliner78, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Dear xliner78,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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4 months ago
Dear xliner78,
Thank you for reaching out to us regarding your recent experience.
On February 17th, you requested a bonus, which our VIP team reviewed. Subsequently, you expressed a desire to close your account. Our VIP team took some time to address your concerns, aiming to understand and resolve the issues you were facing so that you could continue enjoying your gaming experience with us.
Your initial request to close the account did not indicate any signs of gambling addiction, so our VIP team engaged in a conversation with you to discuss your request. Through this dialogue, we hoped to provide a solution that would allow you to continue playing comfortably and happily. As a result, you decided to remain with us and did not repeat your request to close the account.
If you have any further questions, please do not hesitate to contact us.
Best regards,
HellSpin Casino
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4 months ago
Yes , exactly . You sent me a bonus and requested to close my account after that .
i have requested multiple times actually(not only one time ) but you denied to close it and additionally you was keep offering me more bonuses to keep me active instead of closing my account .
Also I didn’t decided to remain . I told you to close the account multiple times , not only one Time. But this is exactly what you need . You want the players to keep gambling . I want my last 7000 back to my Skrill account
i have provided also on Casino Guru all the screenshots of the emails i had with Tiffany
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4 months ago
Dear xliner78,
After reviewing all the information and evidence provided, I believe you are not eligible for a refund. According to the conversation you had with the casino team, they were not aware of your gambling issue. It appeared that you were simply having bad luck and losing money, which you cited as the main reason for closing your account, rather than losing control. Therefore, it is not surprising that they offered you additional bonuses, as it is standard practice for players who are feeling dissatisfied or unlucky. If you are indeed facing a gambling problem, I always recommend being direct about it. I am very sorry but I am forced to close your case as 'rejected'.
Best regards, Jozef
