SpinBetter Casino - Player faces losses due to casino's failure to process self-exclusion.

Hi Team,

I put limits in play and told them to and also asked for a self exclusion when I reached $2500 however then they never processed that even after I went through the whole screen. Then there chips ended up glitching to $250 chips when it was supposed to be $25 chips. This ended up in $2500 in losses because they were supposed to be $25 chips.. x 2 x1 and x3. Please see attached photo of responsible gambling processes not being followed.

Dear sati725,

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 gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards,

Dominika

Hi,

sounds good I will do this later today! Just at work

Dear sati725, I have not received anything from you.

Dear sati725,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.