The player from Brazil requested to permanently block his account, but the casino only offered temporary blocks and lacked responsible gaming options. We advised the player to clearly state the reason and duration for self-exclusion in an email to the casino. The player confirmed that the account was successfully blocked. The complaint was then marked as resolved.
Royspins Casino - Player requests permanent account block.
Amount: ??
Royspins Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello, could you please help me block my account? They don't want to block the account permanently, only for a temporary period. They do not have responsible gaming options.
Automatic translation:
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4 months ago
Dear Caniggia2021,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Royspins Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@royspins.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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4 months ago
Dear Caniggia2021,
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.
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4 months ago
Translation
Hello, thank you for your attention, they blocked my account, thank God.
Automatic translation:
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4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Caniggia2021, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
