JVSpin Casino - Player's account hasn't been closed.

Hi

i opened an account with this casino few months ago. I was deposited and played for a while then I sent mail to close my account because of gambling addiction. Still my account is open and accepting my deposits. I need your help to get my refunds from the casino. Even players wants to close the account these rogue casinos not closing. Please help me to get my deposits refunds from the casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"6. For customers who want to set limits on their gambling, we offer a voluntary self-exclusion service, which allows you to close your account or restrict your gambling activities for one of the following periods: 1 month, 6 months or 1 year. Once your account has been self-excluded, it will be closed until the selected time period has elapsed. Once the self-exclusion period has ended, you will be able to recommence your use of any Services on the website.

7.You can request that the restrictions are removed from your account before the self-exclusion period has ended; however, the final decision rests with the Company.

During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address."

Could you please forward all the emails or screenshots showing that you have sent requests for self-exclusion? My email address is kristina.s@casino.guru. Please, forward me also all the deposit receipts from deposits made after you requested self-exclusion.

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,

Kristina

I sent the evidence to your mail.

Thank you for your email, Anto1318. You haven't forwarded me the deposit receipts. Would you be so kind and send it/them to me? I am only interested in those that were made after your self-exclusion request. Thank you in advance.

Thank you very much Anto1318 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Anto1318.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Anto1318,

Blocking your account taked some time.

I am sorry that it had caused you any inconvenience. Your account is currently blocked.

Thank you for understanding

Hi

After repeated two attempts my account has been closed. But it wouldn’t take this much longer to close players account. Even my account closed after I lodged the complaint. I need a refunds of my deposits because I told my addiction before lost the deposits. It is operator responsibility to close players account within 24 hours according to terms and conditions.

antony.

Dear Anto1318.

Please, could you specify how long have you been waiting till the casino closed your account? Have you asked it through their live chat or email request?

Hi

i have been waiting two weeks for my account to be closed. I have asked them to close my account via mail.

Dear JVSpin.

Please, could you confirm the player's statement? If it is correct, could you explain why it took 2 weeks for his account to be blocked?

I received the following information from the support service - the player contacted the support chat on November 28th. The consultant warned from the chat that there might be problems with the delivery of emails from hotmail and asked to replace the email with gmail.

But the letter never arrived

Hi

i never warned anything from their support, it was a lie, why should I have to send with gmail if I am registering with hotmail. Please asked them chat evidence regarding warning.

Dear casinoguru

I didn’t reply to the support I am happy to change my mail because I left the chat. I didn’t aware of this, they have to send the mail to me to change the personal details. If I said yes to the support after he asked me to change the mail, I will accept but I didn’t say anything.

Dear Anto1318.

Have you informed the casino live chat about your gambling problem during the communication? Since there was an obvious issue with email, the casino has 24/7 live chat available, have you tried it with them?

hi

i told them in live chat as well. But still my account wasn’t closed since I made a complaint here.

Do you have any screenshots or transcripts where you clearly stated that you have a gambling problem?

Hi

i have only mail evidence because there wasn’t a option to get chat transcript.

Dear JVSpin Casino team.

Thank you very much for your cooperation in this case. Please, could you provide us with the player's conversation with your live chat support? Has he informed them about his problem?

Dear casinoguru

please have a look at the chat history date 26.11.21, it wasn’t full transcript. They are hiding something at the top. I was registered with hotmail address no problem when I tried to send the mail to them they had a problem. I can’t believe that.

Dear casinoguru

please have a look at the chat history date 26.11.21, it wasn’t full transcript. They are hiding something at the top. I was registered with hotmail address no problem when I tried to send the mail to them they had a problem. I can’t believe that.

Earlier in the chat story, you asked to close your account and indicated that you sent a email. The support specialist answered to you that there are problems with your email and recommended to create a gmail email

Dear Anto1318.

I am very sorry about the situation, but I am forced to reject your case. Since the casino team informed you that there may be a problem with Hotmail email, and you have not managed to ask for self-exclusion on their live chat, although it is 24/7, we consider your request for the refund as unjustified.

In addition, I highly recommend you to check our articles about responsible gambling because most of your complaints are about self-exclusion.

You have full right not to agree with our opinion, another option is to contact the casino licensing authority. I will gladly help you with it, although I am afraid that their opinion would be the same.

Let me know if you need further assistance or have any questions.

Kind regards, Jozef

jozef.k@casino.guru