Spinland Casino - Player’s requesting a full deposit refund.

When I first registered at Spinland Casino,i was already in an active self exclusion due to gambling problems,at Gate777 and Slotnite also!!. All these 3 Casinos are licensed under White Hat Gaming Limited.

I registered without a problem and of course i used the same personal details and payment methods also. I played a few days and everything was ok. Then i read the terms of their casino and i found that.

•They should NOT had allow me to registered at Spinland and of course they should had block all of my transactions IMMEDIATELY.

Instead ,they left me play and deposit a lot of money. I lost around 3000€. I feel that all this is beyond their terms and i find it also unethical. They say to play responsibly but they let you ,(even though they know you are having gambling problems,) to open new accounts at the other casinos of their network. THIS IS UNACCEPTABLE for me.

I requested them via email to proceed to a full refund of all my losses at their Casino and still i have not received any reply. I am very disappointed...

Dear secondskin69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any relevant communication between you and casinos to petronela.k@casino.guru? Have you self-excluded yourself from the previous casinos due to a gambling problem? Have you received any confirmation that your self-exclusion was applied properly and given a list of casinos that would acknowledge it?

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hello , i first self excluded from Gate 777 then I registered at Slotnite and then i also self excluded due to Gambling problems. After that i registered at Spinland casino and i read at their terms that they will prevent a player who is in self exclusion from opening new accounts.

When i talked to them via email and mentioned my complaint and the refund request,which i wrote also here, then immediately blocked me from

their entire network and now i cannot open a new account at any White Hat Gaming Limited casino.

Why they did not do this from

the begging? Why they never give me the choice to self exclude from all the casinos of their network and instead they let me open new accounts?

That is my problem and that is why i called their actions unethical

I understand, secondskin69. Could you please forward supporting evidence along with any relevant communication between you and casinos to petronela.k@casino.guru? Thank you very much in advance.

I have just send you the emails from " d***s@gmail.com "

They just answered me negative about the refund. But i still insist that this is so wrong, because i never informed about the whole network exclusion. I will still believe that they should proceed to a refund as a gesture of good will.

Thank you very much, secondskin69, for all three forwarded emails. Could you please advise what reason you gave when requesting the permanent self-exclusion from Gate777 Casino on 18th February 2022?

"i am spending too much time gambling" as i can remember cause that was the reason

So you haven't informed Gate777 Casino about your gambling problem, is that correct?

it was the only suitable option for my problem. I thought it has to do with gambling problem. Anyway they stronly refuse to refund me so it doesnt matter anymore. My opiniot about this casino and the entire network policy of white hat gaming limited is the worst. Thanks very much for your help Petronela.

I wish I could be of more help, secondskin69. Unfortunately, if you haven't informed the casino about your gambling problem there is not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear secondskin69,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.