Spin Samurai Casino - Player’s attempts to block his account have been ignored.

Hallo,

mein Konto wurde nach bestimmt 2 oder 3 wochen ist es her nicht geschlossen. Trotz 2 E-Mails die ignoriert werden, im Live chat ist auch nie jemand da. Der Grund ich habe probleme mit dem Spielen da ich keine Kontrolle habe, und es kann dann nicht sein das man solche e-mails ignoriert.

Bitte um Hilfe Danke

Mfg

Kevin

Dear kevin040195,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be blocked and the reason why?

https://www.spinsamurai.com/en/responsible-gaming:

„You can implement a cooling off period at Spin Samurai by contacting our support team who can advise you on how to request time off from gaming. During this time you will not be able to fund your account or play any games nor will you receive any casino marketing or promotional offers from us.

You can control how long you want the cooling off period to last and it can start from as little as a week or last up to 1 month, 3 months or even 6 months should you feel the need.

Temporarily disable your account with self-exclusion

If you know from the start that you are going to have certain gambling issues or you are just afraid that you are already not able to find a middle ground between how much you want to play and how much you actually can, then you may want to choose to exclude yourself from gambling at our casino.

This preventive measure can be activated by our Support via Live Chat for you. If you're worried that you can lose control over yourself while gambling, please contact our Support and we will try to help you."

Is this the email address that you have sent your email to? support@spinsamurai.com  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ich habe ihnen die e-mails geschickt es waren sogar 3.

Thank you very much, kevin040195, for the forwarded emails. Do I understand correctly that the first request has been sent more than two weeks ago (16/8/2021) and your account remains active? Have you deposited any funds lately?

Genau die erste war am 16.8.2021.

Es ist noch aktiv und ja einmal habe ich glaub nach der ersten e-mail nochmal eingezahlt.

Ich habe mich nochmal angemeldet es ist aktiv und ich muss mich korrigieren es waren leider 3 einzahlungen am 18.08.2021 also 2 tage nach der ersten e-mail.

Ich habe ihnen eine e-mail geschickt mit 2 screenshots von den einzahlungen geschickt.

Thank you very much, kevin040195, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear kevin040195,

I read through your complaint as well as the forwarded e-mails and I understand the situation. I'm sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Spin Samurai Casino representative to join this thread and participate in the resolution of kevin040195’s complaint.

Ich habe ihnen die E-Mail weitergeleitet. Vielen dank für die hilfe. Das Thema kann nun geschlossen werden.

Thank you for your co-operation and for notifying us about your account closure query.We apologize for any inconvenience you may have experienced in submitting your request. However, please understand that your query is very important to us and as we take Responsible Gaming very seriously, we strongly encourage you to take some time to go through the list of organizations provided to you in the email you received from customer support today.

We are pleased to confirm that your gaming account has been permanently closed and your query has now been resolved.

Spin Samurai Management would like to thank you for your feedback and for sharing your experience with us, as we are always looking for ways on improving our end-user experience.

We will continue to do our best in order to resolve all queries as soon as possible, as well as, to the best of our abilities.

Thank you for your patience and co-operation, it is greatly appreciated.

All the best,

Spin Samurai Management

Thank you, Spin Samurai Casino team, for your cooperation.

And thank you, kevin040195, for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved', however, since the request was only honored after you’ve complained publicly (which was 3 weeks after the initial request was sent), the complaint will be marked as ‘Publicity helped’. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru