Spinnalot Casino - Player's account has been blocked.

I have opened an account with this casino recently and got verified asap.

After that I was able to deposit and play until one day I tried to login and got the message that I have an active self exclusion.

Since I never requested it at this casino, it must have come from a different casino from their brand.

I tried 5 times to get a response from the casino, but each time I was promised a reply, nothing happened so I feel like I have to open a complaint here.

In my opinion the casino should have blocked my account straight after it was created since thats the purpose of a self exclusion, and not after I deposited some money. I should not have been allowed to play.

Dear jefiboy111,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please post here a screenshot of the message that pops up when you try to log in? Also, would you be so kind and clarify the dispute value? Is it the amount of deposits you made, or is it the balance you had before the casino blocked you?

Additionally, please send me all the relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much jefiboy111 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear jefiboy111,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinnalot Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Spinnalot Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear jefiboy111,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, since there is no refference to any ADR service on the casino's website, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter