Libra Spins Casino - The player's self exclusion was ignored.

I would like to make a formal complaint against your site for exploitation of addiction. 

I have on two occasions requested closure of my account with them and on both occasions i explained that i was a problem gambler and wanted to take steps towards recovery as such i requested closure of my account, on both occasions i was told that the account was close however they failed to mention in our conversations that the closure is only valid for 30 days. 

i assume this is done because they target problem gamblers have worked out in the strategy that 30 days is a good cooling off period after which most problem gamblers resurface. 

I lost £1300 on the sit on the 29/01/2022 because i have an addiction but also because they have no duty of care to customers. 

I have requested a refund on the basis of incorrectly presented information and i have exported chats between myself and libra spins

they put a lot of emphasis on the fact that all rules are detailed in the terms and condition but while talking to staff members no one mentioned that i should refer to them until my conversation with Emma on the 29/01/22 so essentially they blame addicts for the problem and take no responsibility for caring for customers. 

I have sceeenshots and recordings speaking to various members of staff and they should not be allowed to trade its inhumane what is happening with this site

Hello San,

Thank you very much for contacting us and I'm really sorry to hear about your issue with Maximal Wins Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request for the self-exclusion? Did you specifically ask for it or for account closure? Did you also mention that you have gambling addiction the first time you contacted them with your request?

Please forward the mentioned screenshots and conversations to nikolas.b@casino.guru so we can go through them as well.

Looking forward to your answer.

Regards,

Nick

Dear San,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.