The player from Germany struggles with a gambling addiction, reporting significant losses, including nearly 5,000 Euros in just two days. He highlights the lack of deposit limits at the casino and his status as banned across multiple platforms due to self-exclusion. The player is seeking clarity on the lack of restrictions and is considering legal action for refunds.
SpinBetter Casino - Player raises concerns about gambling limits.
Amount: €5,000
SpinBetter Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for player to reply
6d 19h 36m 35s
Case summary
4 hours ago
Public
Public
yesterday
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:
Public
Public
4 hours 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
panderjulien has 6d 19h 36m 35s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
