Need For Spin Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hi

i opened an account with this casino few days ago. I was deposited and won 953$. Then I sent a mail to them to close my account permanently because I am

on addiction and I didn’t want to loose my wins. But casino refuse to close my account and I lost my funds. They said according to their terms if there is balance or withdrawals pending they won’t close the account. But the same terms 7.5 said if the player close their account by gambling addiction in their partner sites they are not allowed to play here. My addiction even told to their affiliates wildtokyo previously because of addiction as well. That’s the reason I told them my addiction before lost my deposits. Please have a look at my complaint and help me.

Dear Antony181980,

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 a 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 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

Hi

i made deposits of 900$ then I won 953$. Then I sent mail to them to close my account permanently and proceed my withdrawals of $953 because I didn’t want to loose my winnings. They purposely didn’t block my account and let me loose my funds. I sent the evidences to your mail.

Thank you, Antony181980, for the forwarded emails. Do I understand correctly that the account closure request has not been granted since you had funds inside your account? However, one day later (21.8.2022) your account was blocked in accordance with your request due to gambling addiction, is that correct?

I have checked the general terms and conditions, and this is what I found (here):

"Close a NeedForSpin Account

7.1The account owner can close his account at any time by sending an email to the NeedForSpin support: support@NeedForSpin.com

7.2To return funds on a blocked or closed account, you must contact NeedForSpin support to clarify the details necessary for the refund.

7.3If you want to close your account due to gambling addiction, or your account was blocked by NeedForSpin due to fraudulent activities, you agree to never create a new account on this Website. The Company is not responsible for any losses you may incur after opening a new account. We reserve the right to close an account violating these conditions at any time.

7.4You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

7.5If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino."

Could you please forward your request for the account closure? have you mentioned the gambling problem straight away, or after being informed that account closure is possible only if there are no funds inside your account? When did you send the first request?

Hi

my account was closed after the funds been lost. But I told my addiction before l lost my funds they could have blocked me and proceed the withdrawals but they didn’t.

According to their terms rule 7.5 if player informed addiction on their partner sites not allowed to play here as well. My account was closed with their affiliates wildtokyo because of gambling addiction about year ago. I will send this evidences to your mail as well. Why can’t we close the account if the funds or withdrawals pending? Is this blacklist behaviour?

Email from the player:

Thank you, Antony181980, for the forwarded email.

I have checked the terms and conditions, and this is what I found (here):

"Close a NeedForSpin Account

...

7.5 If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino."

Sadly, since this casino operates under Curaçao license there is no such a thing as partner/sister casino when it comes to self-exclusion. It is written in the terms and conditions that players are prohibited from opening accounts in sister casinos, hence, they are not allowed. It doesn't mean that you won't be able to register new account and your attempt will be blocked automatically.

Could you please advise if you have ever informed Need For Spin Casino about your gambling addiction? Looking forward to hearing from you.

Hi

i told my addiction when I had a balance of 953$ but they didn’t close my account immediately. They were closed my account after I lost my balance. See this is blacklist behaviour because players saying addiction they have to close the account and process the withdrawals or remaining funds.

I'm truly sorry but to this day we didn't receive any supporting evidence that you have informed Need For Spin Casino about your addiction. If you have any supporting evidence, please forward it to petronela.k@casino.guru at your earliest convenience, otherwise, I will be forced to reject your complaint.

Hi

i forwarded the mail to you from my other mail address.

Dear Antony181980,

You have sent me personal documents. That wasn't necessary.

So far I have received from you the following communication:

Email to Wild Toky Casino (22.5.2022)

Emails from Need For Spin Casino (20.8.2022 and 21.8.2022)

I still didn't receive any supporting evidence that you have informed this specificic casino about your gambling addiction. Please forward it at your earliest convenience, otherwise, I will be forced to reject your complaint.

Hi

please check again. I sent it twice.

Thank you very much, Antony181980, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Antony181980,

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

Hello Jozef, Petronela and Antony181980.

Thank you for inviting me in this conversation.

At 19th August, we received a letter that contained following information:

«I just want to close my account permanently I am in gambling addiction. Please proceed my withdrawals. I don’t want to loose my money.» 

When we received your account closure request, you had 2 active withdrawals on your account: 800 AUD and 130 AUD.

In accordance to our rules, that were accepted by you during registration:

7.4. You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing. 

Based on this rule, your request had not been processed at that day. At 20th August, you cancelled your withdrawal requests and played out all your balance. 

Your account was closed in accordance to your request at 20th August.

Please be informed that I can confirm that our casino fully fulfill all the responsibilities and properly treated your request.

Moreover, you provided the screenshot of account closure request in Wild Tokyo.

As it was stated before, Need For Spin and Wild Tokyo operates under the different licenses (you can check it by yourself) and different systems, and that is technically unable to check your account status on different projects. 

Moreover, we all know that many players try to save the winnings using such tricks like account closure request with active balance and your email is a proof of your intentions. 

Apologize, but we are not responsible for any losses, that may cause during using by you services of our website or playing the games.

Kind regards,

Need For Spins Casino Representative

Hi

i have requested to close my account because I didn’t want to loose my winnings. Because I made a deposits of 900$. Of course every players doesn’t want to loose the funds it doesn’t matter winnings or withdrawals you still have to process it.

second of all if players inform addiction with active balance at least sufficient cooling off period to reopen account with such request. How could your rules is no balance you close the account if we have balance you won’t? What is the intention of casinos? It means addiction players definitely loose the money because they can’t control players addiction activities it means you should have offer me to keep playing with loss limits set or deposits limits set option. None of them happen in my case you breach the responsible gaming rules. You purposely wanted me to loose my funds, right?

Currently, our Curaçao license does not obligate us to provide such functions. Moreover, you always can check it by yourself if casino offer it for their players before placing deposits.

I truly apologize, but we act strictly with accordance to our establishes rules, and we are sorry if we didn't meet your expectations.

If you cannot manage your gambling behavior, it will be better to avoid using casino sites, or you need to choose only casinos with additional responsible gaming tools, like casinos with MGA license.

Kind regards,

Need For Spins Casino Representative

Hi

lots of Curacao casinos with such options. Please don’t tell me it doesn’t have, I have seen other casinos has. You have to refund the deposits because I told my addiction before lost my funds of 953$. Because the rules and in your website is unfair for the players to receive the winnings. This is blacklist behaviour.

Good day, dear Antony.

As it was mentioned above, Curaçao license does not obligate us, as casinos to have such tools, and it's only casino decision to have it.

We are also developing these functions right now, but unfortunately, it is a long process.

Regarding your matter, we acted based on our established Terms and Conditionals. Our decision regarding your refund is final.

I apologize if it is not that you expected.

Kind regards,

Need For Spins Casino Representative

Hi

when I said about my addiction my account has to be closed and sufficient cooling off period have to be applied even have a active balance. According to your rules 7.1 account owner close the account anytime sending the mail to support@needforspin.com. This is what I did. Casinoguru please read this rules as well.

Dear Antony,

Please note, that:

7.3 If you want to close your account due to gambling addiction, or your account was blocked by NeedForSpin due to fraudulent activities, you agree to never create a new account on this Website. The Company is not responsible for any losses you may incur after opening a new account. We reserve the right to close an account violating these conditions at any time.

7.4 You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

I sincerely apologize that our decision didn't meet your expectations, but it is a final and cannot be reconsidered.

Wish you a good day!

Kind regards,

Need For Spins Casino Representative.

Hi

you shouldn’t have two rules like this, I followed the rules 7.1 but you are targeting 7.4.Then why does your rules no 7.1 says close account anytime. Casinoguru these are unfair terms and conditions and purposely let addiction players to loose money even if they have big wins. I followed the rules according to their terms I need a refunds of 930. I am waiting for casinoguru decision then next step to approach regulator.

Dear casinoguru

They shouldn’t have two rules like 7.1 and 7.4. If player inform addiction and they have to close the account immediately or apply sufficient cooling off period. None of them happened in my case they knew I loose my funds. This is breach of responsibility gaming rules and make this casino for blacklist and the other players aware of their terms.

players please don’t play in this casino try to avoid at any cost. Always read the terms before make the deposits.

Dear Need For Spin Casino,

thank you very much for your cooperation. 

7.4 You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

Although this condition is quite standard for basic account closure, it is not standard for account closure/self-exclusion because of gambling addiction. When a player decides to inform you about the gambling problem, it is a great step and such an account should be closed as soon as possible. If you apply the condition above to all addicted players, you are well-informed about their addiction, but you still let them play. In casino.guru, we believe that the casino environment should be safe and customer friendly. For this particular case, the account should have been closed no matter the positive balance. And, I am sure you would still find a way how you can pay him. 

I understand that you have already stated that it is your final decision, but is there any possibility that you can reevaluate the case, or could you confirm your decision?

Dear Jozef,

As it was stated above, unfortunately this is a final decision.

Please keep in mind that the rules are common for all the players, and it is technically unable to change our settings only for one player.

I understand that this is not that player expected, however we strongly believe that not only casinos should have responsibility in front of addicted players. The players should also avoid to play in casinos, if they feel that gambling has negative impact on their lives.

I hope this player will refrain in future from opening accounts in other casinos.

Kind regards,

Need For Spins Casino Representative.

Hi

it means if player inform addiction even they have a positive balance you won’t close the account? I never seen any casinos have rules like these. Players please don’t register in this casino and try to avoid it because weekends no withdrawals processing as well. If you want to get your money back you can’t get it because of tricky terms.

casinoguru can you make at least warning about their terms in footer of the site then every player can have a look to avoid such problems. I will approach the regulator now, thanks for your help.

Hey Antony,

This is another proof that you didn't read our established rules before registration. If you had done so, you will know that Financial Department working hours are 9 AM—6 PM (Monday – Friday).

All the Terms & Conditions are publicly visible and available for players.

Wish you all the best!

Kind regards,

Need For Spins Casino Representative.

Hi

you can’t have two rules 7.1 close account at anytime and 7.4 positive balance or withdrawals pending accounts can’t be closed. Why does two rules like these? One of them have to be removed, it was your mistake and you have to be change the rules and refunds my amount.

Dear Antony181980 and Need For Spin Casino team,

In casino.guru, we believe that the casino environment should be safe. Unfortunately, this is not the case. Gambling addiction is a serious issue, and it is not easy to admit to having it. Such a statement should be respected. 

For this particular case, we consider waiting till the balance is zeroed as insufficient. We believe such accounts should be closed as soon as possible, and then there should be a relevant solution of how can the player receive the amount rest on the balance. When the casino team is aware of a player with gambling addiction, they should do their maximum to prevent him from playing/depositing. 

Concluding the information above, I am forced to close your case as 'unresolved'. Please, be aware that this complaint will affect the casino's reputation on our website.

Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Antony181980,

the casino team informed us that they contacted you and solved the case. Please, could you confirm?

Hi

The casino have contacted me about my deposits refunds but I haven’t received yet. I am waiting to receive once it’s is done I will let everyone knows.

Antony.

Hi,

ok, I am extending the timer by 7 days, so you can confirm.

Dear Antony181980,

As we inform you, your refund has been processed, the only deposit in total amount of 100 AUD is still waiting to be refunded from the payment system's end.

We have already contacted them and trying to speed up the process.

Kind regards,

Need For Spin Representative.

Hi

i have received some of my deposits still waiting for last 100$ to receive. I will keep posted when I receive it.

Dear Antony181980,

please, could you confirm that you received the rest?

Hi

still I haven’t received the rest.

Hi,

thank you for your reply. I am extending the timer by 7 days, please let us know when you receive it.

Hello Antony and Jozef,

Our Financial Department initiated refund of $100 on your original payment method. Unfortunately, the status for this transaction still didn't change from the payment solution end.

We are trying to speed up the process. However, it is out of our hand.

If the status does not change until the end of this week, we will proceed the refund on your crypto wallet. We will contact you in advance.

Apologize for delay and inconvenience!

Dear Jozef,

I am glad to confirm that last $100 has need refunded to the Antony's crypto wallet.

We did our best to resolve this case, and I hope it can be closed now.

Thank you for your cooperation and help.

Kind regards,

Need For Spin Representative.

Dear player,

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.

I have received an email from the player confirming that he received the refund.

Dear player,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef