HomeComplaintsSpinBetter Casino - Player wishes to close his casino account.

SpinBetter Casino - Player wishes to close his casino account.

Amount: ??

SpinBetter Casino
Safety Index:High
Submitted: 08 Jun 2020 | Case closed : 01 Jul 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Germany would like to close his casino account. We ended up rejecting the complaint because the player stopped responding to our messages and questions.

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4 years ago
Translation

The casino refuses to delete my account. They want to show a picture of the though I didn't win. The worst casino ever stops giving good comments at every crappy casino.

Automatic translation:
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4 years ago

Dear Ibrahim,

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 the 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 closed and why? 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

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4 years ago

Thank you very much Ibrahim for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

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4 years ago

Hi Ibrahim,

I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.

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4 years ago
Translation

Hello Ibrahim,


You were asked for a photo of an identity card that you refused to send. Since you did not fulfill the conditions for blocking the account (which are indicated on the site), your account was not blocked. At the same time, you expressed foul language. If you want to block your account, please follow all the conditions.


We want to ask the representative of casinoguru to close the complaint because it is unfounded (the player did not fulfill all the conditions for blocking and filed a complaint).


Yours faithfully,

CASINO-Z Team

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4 years ago
Translation

Should I send a picture of my ID? When do you have to do that when you want to close your account? You only do that if you want to verify yourself? The best thing is to just leave me alone and stop annoying. I always looked at your reviews and never paid out on any site. I just have nothing more to do with this poop and that's it.

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4 years ago

Hi Ibrahim,

I found this term in the casino's T&Cs:

"Casino Z offers a self-restricting option which allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after it has been fully verified. Be kindly advised that a photo of your ID/Passport must be attached to your application to self-restrict."

Is there any money left in your account? If not, there are probably just two choices: either you upload your documents and block your account, or stop visiting this website. It may seem strange that the casino needs you to verify your information to close the account, but if this is about self-exclusion, it makes sense. The casino can better protect you this way from creating new accounts and depositing money if there is a gambling problem involved.

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4 years ago

Dear Ibrahim,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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