The player from Germany struggled with a gambling addiction, reporting significant losses, including nearly 5,000 Euros in just two days. He highlighted the lack of deposit limits at the casino and his status as banned across multiple platforms due to self-exclusion. The player sought clarity on the lack of restrictions and considered legal action for refunds. The complaint was rejected as per the player’s request, with the Complaints Team expressing regret for not being able to provide further assistance.
SpinBetter Casino - Player raises concerns about gambling limits.
Amount: €5,000
SpinBetter Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Dear Casino-Guru Team,
I have been struggling with a gambling addiction for 12 years and have lost several thousand Euros at this casino, nearly 5,000 Euros in just the past 2 days alone.
I am deeply in debt and have lost probably over 750,000 Euros in total over these 12 years.
The casino does not have a German license, nor does it allow setting deposit limits.
I am banned via Oasis (a cross-provider banning system in Germany) and at almost every Curacao casino with an e-gaming license.
Several casinos have already excluded me due to my self-exclusions and the significant losses I incur.
How is it possible that one cannot set limits at a casino, and that I could gamble away 5,000 Euros in just the last 1-2 days?
If no refund for my losses is provided, I might have to pursue legal action or charge back the amount.
I suppose you can't help me in such a case, right?
Automatic translation:
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3 months ago
Dear panderjulien,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
As a general policy, we do not specifically handle complaints related to responsible gambling tools. While we understand the importance of these features in maintaining responsible gambling practices, verifying whether they were properly set up by the player can be a complex process. It is important to remember that these tools are intended to supplement the more standard options like self-exclusion and account closure. We believe it's more constructive to encourage casinos to improve their responsible gambling tools rather than penalize them for potential technical issues.
Moreover, since SpinBetter Casino currently holds a pending GCB license and does not operate under a German license, it does not have access to the OASIS self-exclusion register. Could you please confirm if you directly requested self-exclusion in SpinBetter Casino? If so, kindly forward the account closure request, along with any response from the casino, to veronika.l@casino.guru.
If you did not request self-exclusion from SpinBetter Casino and lost your funds through regular gameplay, I am sorry to inform you that we will not be able to assist in retrieving your lost deposits.
Thank you for your understanding.
Best regards
Veronika
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3 months ago
Translation
The complaint can then be closed, but usually there is a limit set by the casino or I was simply blocked at some casinos because I lost too much.
If someone bets on volleyball and table tennis for 18 hours a day and deposits one thousand after another (5,000 euros in the last two days alone, and even more before that), there must be an algorithm that prevents this. The complaint can be closed.
Automatic translation:
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3 months ago
We’ve rejected this complaint as per the player’s request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
