HomeComplaintsSpinarium Casino - Player's self-exclusion feature failed.

Spinarium Casino - Player's self-exclusion feature failed.

Amount: €440

Spinarium Casino
Safety Index:Above average
Submitted: 17 Oct 2023 | Resolved : 27 Oct 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Poland had activated self-exclusion due to a gambling addiction but was still able to log in and deposit money. He had deposited a total of 440 and had asked for a refund as the casino operator could not explain why the self-exclusion was not active. After he submitted his complaint, we asked for confirmation and proof, which he had provided. We then contacted the casino about the issue. The casino had responded by returning the money to the player's account and requested him to complete the KYC process to withdraw it. The player confirmed that he had received the money in his bank account, thanked the casino manager for his assistance, and requested the case to be closed. The casino assured that the self-exclusion failure had been resolved and would not recur. We had marked the case as 'resolved'.

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1 year ago

Hi there

I have choose self-exclusion option in this Casino for a 17 days as I have a gambling addiction. Information on my account is that I need to wait 347 days more to UNLOCK IT. Self-exclusion time was one year.

But today I was able to login(!) And deposit money(!) To my account.

Asked on a chat ,but the very rude and unfriendly operator told me that he don't know how it was posiblle and blocked my account today. On my questions why it was posiblle ,and I should have active self-exclusion didn't get any answer.

Want to get my 440 deposits from today back,as I've made a self-exclusion on my player profile ,and if they had some "mistakes" IT is not my responsibility.

Regards

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1 year ago

Dear Ned2908, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Do I understand correctly that you were able to log into the account that is supposed to be blocked due to self-exclusion?

Could you please confirm that you specified the reason for closing your account when you requested to be self-excluded?

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

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1 year ago

Hi Veronika.

Yes ,it is exactly like you said.

Choose the one year self-exclusion option in my player profile ,but was able to login and make deposits.

Also the chat agent (very rude!!!) can't explain me how IT was posiblle,but now "your account is blocked as you want". So they don't see any problem that I can deposit money and still Play on Casino.


P.S. proof sent to email

Regards

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1 year ago

Thank you very much, Ned2908, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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1 year ago

Dear Ned2908,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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1 year ago

Hello!

The player contacted us by e-mail, we are currently solving his issue.

The money has already been returned to the player's account, the only thing left for the player to do is to go through KYC and request a payout.


We apologize for the inconvenience.

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1 year ago

Yes ,sorry forgot to let you know. I'm in touch with Alexandr (Casino manager) who helps me to withdraw my money.

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1 year ago

Money are on bank account.

Thank you Alexandr for your cooperation and proffesional help.

Case can be closed

Regards

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1 year ago

Ned2908, thank you for your good feedback and patience.

I would also like to thank our team for helping us with the issue.


The self-exclusion failure has been resolved and will not happen again.

The money has been returned to the player.

The player made a withdrawal and replied that he successfully received it.


In the future I recommend all players to use one means of payment to make a deposit, as well as seriously treat the filling of information about yourself in the profile, that this information would correspond to the real information specified in the bank card, because of the mismatch of the bank rejects the withdrawal of funds.


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1 year ago

Dear Ned2908,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef

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