SpinJo Casino - Player's request for account closure ignored by Casino.

Hi. I came here to make a complaint about this casino.

I spent a lot of money in this casino,and I decide to ask this casino to close my account on 16 May,to support email,to stop me and control myself .

The casino doesn't,t answer and now I spent 375 euros today ,and I am frustrated because the casino should,it allow me to be able to get access to the casino and play in the same.

There,s anything I can do to get a refund?

Best regards

Vitor *****

Dear Bufalo42,

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

I tried to check the website, but unfortunately, it wasn't accessible to me from anywhere. I checked our review and from the information I gathered the casino has several responsible gambling options that might help you to control your gambling.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you activated any RG tools either in your account or requested to activate them via live chat or email support?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you informed the casino about any gambling problems so that they can prevent you from gambling further?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi.I just ask in livechat how to close my account,because I was spending too much money and I want to stop. The live agent told me to send an email for closeaccount@spinjo.com,and I did it,in 16 may.

The website doesn't,t have any responsible gaming tools .

I will send the screenshot of the email.

Best regards

Vitor ****

Dear Bufalo42,

If you have trouble controlling your gambling I would recommend you ask for a permanent self-exclusion from the casino

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings SpinJo support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to closeaccount@spinjo.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

I tested contacting casino support via live chat and self-exclusion due to gambling problems worked as well:

Thank you in advance for any update.

Obrigado pela resposta. Irei fazer isso ,mas pensando bem ,não me acredito que vou recuperar o dinheiro que gastei e o casino não irá devolver esse montante,visto que não especifiquei o motivo em que queria encerrar a minha conta. Talvez seja melhor avançar com isto e cancelar a reclamação, pois irá durar uma eternidade e não vale a pena este desgaste mental na espera de uma resposta.

Atentamente

Vitor ***

Thanks for your answer as well.

Were your efforts to self-exclude in the casino successful?

If your account was closed we'll close the complaint as per your request.

Sim,encerre a reclamacao. Obrigado

Considering the circumstances and your request, the complaint will now be closed.

Dear Bufalo42,

Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.