The player from Spain has been trying to close his account. Unfortunately, the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.
Spin Samba Casino - Player’s attempts to block his account have been overlooked.
Amount: €4,000
Spin Samba Casino
Safety Index:Below averageSafety Index
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6.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Casino not recommended, denigrable treatment even to VIP clients.
It is evident that I have a problem with the game, even having reported it numerous times through the Chat and requesting the deletion of my account both by chat and by mail, I have been allowed to continue reopening my account in case of seconds (this after many weeks requesting closure), and obviously I have been allowed to keep logging in, further increasing the number of money spent at this casino.
Closure and deletion requests are ignored both by chat and by mail.
Currently I am again in the process of requesting the account deletion since December 5, numerous emails sent but they continue to send promotions, advertising, bonuses and, once again, allowing me to deposit money in this casino.
Automatic translation:
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2 years ago
Dear Kekumento,
Thank you very much for submitting your complaint and forwarding the relevant communication. 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? I haven't found any sign of you mentioning a gambling problem, correct me if I'm wrong.
Please, let me explain you what the difference is between closing the account and self-exclusion:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's 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’s 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,
Petronela
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2 years ago
Translation
Hello Petronela,
First of all, I really appreciate your response.
However, he was already aware of this difference. I have been a subscriber to the General Registry of Gambling Access Bans (RGIAJ) for years. I am aware of the difference between a temporary closure and a self-exclusion. However, I understand that this casino, not having a license in Spain as such, does not take these decisions into account.
Be that as it may, I have found at least 8 additional emails sent (in addition to those already attached to the original complaint):
"Anyway, please, I request to close my gaming account permanently. That is, deletion of all my data and inability to reopen." October 18, 2021
" Please, I beg you to proceed to the definitive closure of my gaming account (with this I request that the account be blocked or eliminated so that I cannot reapply for reopening in any way). " July 12, 2021
"Please, I beg you to proceed to the definitive closure of my gaming account (with this I request that the account be blocked or deleted so that I cannot request to reopen in any way)." July 20, 2021
"I have already sent 6 emails this month, in addition to innumerable times that I have tried to contact via chat ..." July 22, 2021
"Proceed to the final closure (without the possibility of reopening please)." July 26, 2021
" I guess there's someone who can take care of accounts requests meanwhile (one month is too much to wait for him)." August 8, 2021 - Another request due no answer from the casino ..
"Please confirm the possibility of definitive closure / re-opening denial. I would be very grateful." October 2, 2021
As you can see, the requests for self-exclusion (closure and deletion of account with impossibility of reopening) date back to July 2021. The amounts deposited since then are even much higher than those indicated in the complaint.
It is true that I do not find written in these emails regarding the reason for requesting my self-exclusion, perhaps these conversations were only by chat, on the other hand, it is also true that I have evidence of perhaps more than 20 emails sent expressly requesting that delete my casino account and not allow me to reopen it. I think it is more than justified.
By the way, to this day I continue to receive both emails and promotions to play at their casino ...
Once again, thank you very much for your time, support, and understanding.
Sincerely,
Sergio
Automatic translation:
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2 years ago
Dear Kekumento,
Could you please send me the original emails as attachments? Please do not forward them so we hold solid proof when confronting the casino. Here are instructions on how to do it. Thank you very much in advance.
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2 years ago
Dear Petronela,
Should I attach those mails here? (In this replies I mean).
Just want to confirm them are not public, since they may contain sensitive/personal data.
Thank you very much in advance!
Kind regards,
Sergio
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2 years ago
Translation
Hello again,
I have sent the attached emails to complaints@casino.guru.
I have not been able to attach them here.
Once again, thank you for your time !! I really appreciate it.
* PS: I keep receiving promotions by SMS and Mail. I hope I don't have any more relapses .. 🙁
Best regards,
Sergio
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2 years ago
Thank you very much, Kekumento, for the forwarded emails. One last thing please, could you forward your deposit/cashier history to petronela.k@casino.guru? Looking forward to hearing from you.
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2 years ago
Translation
Hello Petronela,
I have sent you the requested information to the best of my ability.
Please confirm that you have received the email (it is a 12mb file) or if you need this information in some other format.
Thanks again!!
Sincerely,
Sergio
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2 years ago
Dear Kekumento,
Thank you for forwarding all the screenshots. However, many of them are unrelated to our case. Please send me a simple screenshot of your cashier history where your deposits will be visible.
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2 years ago
Translation
Hello Petronela,
In these pages are all the deposits made since July 2021 (it is this month from where the emails sent to the casino begin requesting the deletion of my account). So honestly, I don't know what you mean, a lot of them are unrelated to this case.
Do you expect to have only a capture of the deposits themselves and not of the free bonus requests? This information cannot be extracted from the casino. I can extract that information into an Excel file, but it is not possible to take a screenshot with only the information from the deposits. Unfortunately, it is not possible to take a screenshot that contains all the information of the deposits. (Since the page contains scroll). The only way I found is by saving the web (HTML) as I sent it.
Thanks for your reply.
Sincerely,
Sergio
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2 years ago
In the zip file that you have sent me I didn't find your deposit/cashier history. There is a lot of screenshots but I couldn't locate the correct one. Please try to send me a simple screenshot of your cashier history once again. Thank you very much in advance.
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2 years ago
Translation
Hello Petronela,
I have sent you an informative email. Hope this serves as clarification, if not, please let me know how I can provide you with the requested information.
Thanks!!
Sincerely,
Sergio
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2 years ago
I have received your email, thank you very much. I went through all the emails that you have sent to casino over the last few months and didn't find one single reply from them. Have you received any reply from the casino at all? Have you tried contacting the live chat when emails didn't work?
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2 years ago
Translation
Hello Petronela,
I did not get any response to the emails. To this day I continue to receive promotions, bonuses, advertising both by SMS and by mail 🙁
I have tried to contact them from the Chat, but they always told me that they cannot close my account and that it has to be my Acc Manager, to send an email to vip@spinsamba ... In the past I managed to close my account but only temporarily, the next day if I wanted to play, I would request the re-opening from the chat and they would allow me to play and re-enter money, no matter how much I asked and begged them in the emails to delete my account.
Thank you once again for your support.
Sergio
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2 years ago
I see. In all those requests, have you ever mentioned a gambling problem to have your account excluded permanently?
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2 years ago
Translation
Hello Petronela,
Unfortunately I have not found any email where I mention it. It is likely that he did it either via email and I have deleted them (since I have deleted many emails, the ones that I have passed him are the only ones I have found yet without deleting) or perhaps via chat.
Sergio
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2 years ago
Dear Kekumento,
I went through all your forwarded messages and checked them thoroughly. Sadly, I didn't find one single message that would suggest that you communicated your gambling problem to casino. As I mentioned earlier, closing an account for a certain period of time doesn't entitle its owner to a refund. Without proof that you clearly stated the reason why you wish your account to be excluded, we can't proceed with this case.
Please if you come across any kind of proof in the future do not hesitate to contact us and we will reopen the case. Unfortunately, based on actual evidence we have no solid ground to build our case.
For the abovementioned reasons, I will reject this complaint now.
