RoyalSpin Casino - Player's account repeatedly reopened despite self-exclusion requests.

Hi

I have gambling problems and i ask the casino alot of time to close my account permanently. Then they say that they did it. When i ask to open it they open is easy. They dont woerd about players thats addicted. O want my deposits back. They dint care about the players.

Hello Recha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi nick

The thing is: i asked everytime to close my account permanently because i have gambling problems.

A casino Who get a addicted player have to offer me a self exclussion or close my accountwithnochancetoopen and they have to offer me help for gamblers. I asked them to close it for two years. In the chat they say that they did but its not happened because a few days later i ask them to open it and they did.On 28 of june i emailed them for my addiction. I think that i ask it more then 8 times on different ways. I asked on whatsapp to the vip manager and he didnt do anything, ived sended a email with no response back and on live chat i asked alot of time with the reason: gambling problems. After thus they ask me for putting a deposit limit. I let them put this for 50 euro each month

A few days later i ask to put my limit on 1000 each month and they did this. How is it possible that they do everything easy when a player tell them that she is addicted!

I have screenshots of everything

Greats recheline

Hello Recha,

Can you please forward your self-exclusion request which you sent to the casino to nikolas.b@casino.guru. Also could you please advise if your account is currently still open or not?

I will

Greats recheline

Hello Recha,

Thank you for the forwarded confirmations. Before we would get in touch with the casino, can you clarify when was the first time you requested for self-exclusion, how many times did the casino reopen your account and how much did you deposit since the first request?

Hi

I deposit around 300 euro before the first request. They re-open my account like 9 times and now i deposited like 1300 in totaal if its not more.

Hello Recha,

Can you also clarify the date of your first request? It is not visible in any of the screenshots you provided so far.

Hi

Ived email you

Hello Recha,

Now you have forwarded screenshots of the conversation with the VIP manager however, in your first ever e-mail sent to us contains the VIP manager phone number which is different from the current one. Can you please clarify? Is there any proof that the contact number belongs to the casino?

Please note that providing fake evidence or no evidence at all will lead to rejecting your complaint.

Hi

I sended u a email.

Hello Recha,

Thank you for the e-mail provided. However it is still a very unclear evidence as the number could simply belong to anybody. Unfortunately we can't continue resolving the case as non of the provided evidence is a clear request for self-exclusion. You can always try to contact them through e-mail support to close your account.

I would ultimately recommend to find a help outside of the casino regarding your gambling problems. The casino you are currently playing in has a very low safety index and has no license at all. As you can see we already had a few complaints with this casino and they did not react to any of it at all and as they do not have a license, there is no higher authority which you could contact in order to receive any help with your self exclusion.

I'm really sorry that we could not help you this time but even if we would have sufficient evidence against the casino, they would still simply ignore us.

Best regards,

Nick