PokieSpins Casino - Player's account has not been closed.

Hi

I have requested 3 times since August to have my account closed due to me having a gambling problem and they won’t reply. I have asked the 24/7 support to close the account and they tell me to email the support email but they won’t reply. The 24/7 Support chat team also allowed me to up my betting limit with no hesitation after I told this. How can I get them to cancel my account??

Dear Cor11183,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, forward me the self-exclusion requests which you sent to the casino? My email address is kristina.s@casino.guru.

Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Also, could you please clarify the dispute value (A$5,000)? Did you deposit this much after sending your requests?

Thank you very much in advance for your reply.

Best regards,

Kristina

Thanks I will email you

Thank you for your reply, Cor11183. I’m very sorry but you haven’t answered all of my previous questions, nor have you provided the required self-exclusion request. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi

yes I have emailed you 6 days ago

did u not receive? I have just re sent my email

Thank you for your email with the self-exclusion request. could you please clarify the dispute value (A$5,000)? Did you deposit this much after sending your requests?

Also, do I understand correctly that you still have access to your account?

Yes I have been able to deposit that amount and the account can still be accessed

Thank you very much, Cor11183, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Cor11183,

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

Great thanks

I still also have have access to the casino after requesting them to close the account

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks for your help

Dear Cor11183,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards, Jozef