The player from Germany requested the closure of his account, but the casino refused to comply and continued to offer bonuses despite the player's expressed desire to stop playing. He felt that the casino was exploiting his addiction and was willing to provide all related email communications. The Complaints Team was unable to investigate further due to the player's lack of response to inquiries, which resulted in the rejection of the complaint.
Spades Queen Casino - Player’s account closure is being denied.
Amount: ??
Spades Queen Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
The casino refuses to close my account, even though I have written to them saying I no longer want to play and want to stop. The VIP manager keeps trying to offer me a bonus and does not close my account despite numerous emails.
They are exploiting the player’s addiction here.
This needs to be reported. It's important for the protection of other players.
I am happy to forward all the emails if needed.
Automatic translation:
Public
Public
1 month ago
Dear Gambler82,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
