Spinoli Casino - Player's account closure is delayed despite self-exclusion request.

 I requested to be self excluded due to my gambling Addiction and later I was still able to access my account and deposit which is unacceptable my account should of been closed as soon as I requested self exclusion for gambling addiction it took 12 days for my account to be closed I have contacted them numerous times requesting a refund of deposits made after I made them aware of my gambling addiction and there was nothing done to protect me as a vulnerable person

Dear Deanh7635,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please let me know when you first requested self-exclusion from this casino? Did you specify a reason and a time period for the self-exclusion? If possible, please forward your initial self-exclusion request along with the casino’s response to my email at veronika.l@casino.guru.

Am I correct in understanding that the casino reopened your account after 30 days? Did you receive any notification email that your account was accessible again?

Additionally, could you confirm how many deposits you have made since your initial self-exclusion request?

Thank you in advance for your reply, and I hope we can help resolve this issue as soon as possible.

Best regards

Veronika

Thank you for your email. However, I have not received your self-exclusion request you sent to the casino on July 23 along with the response from the casino. Could you please forward this email to me at veronika.l@casino.guru?

I have sent you the requested information

I have not received an email from you. Could you please double-check if you forwarded the emails to the correct address? It's veronika.l@casino.guru

Sorry I sent it from a different email address il resend with the email address I used here

Thank you very much, Deanh7635, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 in the near future.

Dear Deanh7635,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinoli Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinoli Casino,

Could you kindly provide a detailed explanation of this case and clarify the reasons why the player's account remained active despite his explicit request for closure due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

When it comes to self-exclusion requests, our representatives carefully examine each request to make sure they are accordingly addressed. 

It is important to mention that each such request is revised manually, hence it may take some time for the request to be processed, and the processing was hindered, as the player sent numerous emails during the revision.

Nevertheless, we would like to point out that despite the above, the player's account was disabled as per his wishes , and in line with our policies.

Kind regards,

Spinoli Casino Team

Dear Spinoli Casino,

Thank you for your response. However, I am a bit unclear about your statement regarding how the self-exclusion process was hindered. Could you please elaborate on how emails from the player may have impacted this process?

Your clarification would be greatly appreciated.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

As self-exclusion requests are carefully checked by our specialized team, and each is revised manually and individually, this can take some time, but as the player kept sending emails , this has impeded the process.

Despite the above, we would like to point we did all the best to complete the request as quickly as possible, in alignment with our policies, as well as the account status being adjusted as per the player's wishes.

Best regards,

Spinoli Casino Team

Dear Spinoli Casino,

Thank you for your response. While I understand your explanation, I am unclear on how these arguments are relevant to the matter at hand. Frankly, they seem to be a rather weak justification for the delay in processing the player's request.

According to responsible gambling policies, the process of closing a player's account due to gambling concerns should commence immediately upon the initial request, regardless of the number of subsequent emails sent by the player. This is a fundamental part of adhering to a responsible gambling framework.

Could you please provide a clear and detailed timeline of events, including:

• When the player's initial request to close the account was received,
• When it was acknowledged, and
• When the request was processed.

This information is critical to understanding how this situation was handled and to ensure compliance with responsible gambling standards.

Thank you for your cooperation.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

The player submitted his self-exclusion request on 17/07.

Our team carefully goes through each request manually, hence technical time is needed for its completion, and due to the high volume of requests, this period can vary.

In the meantime, the player submitted numerous messages which hindered the process due to the aforementioned - each submission is revised manually by the relevant team.  

Despite the abovementioned, we would like to point out that the account was disabled on 30/07, which was done as per the established time frames in our terms, and as per the player's wishes, the account will remain so.

Regards,

Spinoli Casino Team

I asked for the account to be closed immediately as I have a serious gambling addiction and I still had access to this account 13 to keep depositing money to your site my emails I kept sending was to confirm you had received my initial request to wich you never responded so I was not sure if you were even closing my account

this is form your responsible gaming tools

2. Active Measures for Responsible Gambling

2.1. Spinoli applies active measures to prevent negative consequences associated with excessive gambling behavior after consulting with the client.

2.2. Temporary usage restrictions and limits on financial spending, such as stakes, bets, deposits, or losses, may unilaterally be applied.

i have sent multiple emails to make you aware of my gambling addiction and to which I never received any response so I didn’t know if you were even processing my requests if I shared on live chat that I had a gambling addiction also to the email address I was told to request the account closure 13 days is far to long to get AN ACCOUNT closed and you never even applied the activate restriction

2. Active Measures for Responsible Gambling

2.1. Spinoli applies active measures to prevent negative consequences associated with excessive gambling behavior

(2.2. Temporary usage restrictions and limits on financial spending, such as stakes, bets, deposits, or losses, may unilaterally be applied.

Dear Spinoli Casino,

Thank you for the clarification.

While I understand that such cases are handled manually, I still fail to see a direct connection between the number of emails received from the player regarding their gambling behavior concerns and the delay in the process. Regardless of how many follow-up emails the player sent, the casino should have taken appropriate and prompt action immediately following the initial self-exclusion request.

Although I understand that handling these requests properly requires time, the delay of 9 business days to close the player’s account is excessive for such a sensitive matter. Could you kindly clarify the exact dates of the player’s deposits made after the submission of their self-exclusion request? It would be helpful if you could share a screenshot from your system, either here in the thread or via email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Deanh7635,

In the meantime, I would also like to request that you share the dates and the amounts of any deposits you made to the casino after July 17th.

Thank you.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Deanh7635,

The casino representative has contacted me externally with additional information regarding your complaint. Could you please clarify how you calculated the disputed value? The amount you provided differs significantly from the amount claimed by the casino.

To assist with resolving this matter, I kindly ask you to provide proof in the form of a bank statement or any other relevant document clearly showing your deposits into Spinoli Casino since your self-exclusion request. Please send the requested evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation, and I look forward to your response.

Ok I will do this asap but the statement for the deposits doesn’t say the name of the casino it’s in different names

Dear Deanh7635,

A week has passed, and I have not yet received the requested document. Could you kindly share it at your earliest convenience?

Thank you.

I emailed you already

And what documents did you you ask for

Dear Deanh7635,

While it might be easier for you to simply scroll up and review my previous message, for your convenience, I will repeat my request:

To assist with resolving this matter, I kindly ask you to provide proof in the form of a bank statement or any other relevant document clearly showing your deposits into Spinoli Casino since your self-exclusion request. Please send the requested evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation, and I look forward to your response.

Dear Deanh7635,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can you please ask the casino what shows up on your bank statement as a transaction from there casino so I can calculate the amount correctly as I don’t have access to the casino account I cannot exactly calculate the amount that I totally deposited after said date

Dear Deanh7635,

We can look into this information later. I have already requested the statement twice, and this will be my final request. Please send it to my email at your earliest convenience.

Thank you.

Dear Deanh7635,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino is not responding but I calculated it to be between 800-1000

as I said the name for the transactions change so without access to my account I can’t get the exact amount

Dear Deanh7635,

From the very beginning, I have not received any of the requested information from you. Without your cooperation, I am unfortunately unable to assist you.

Due to this, I must reject your complaint. However, if you decide to provide the requested documents, please feel free to reach out to me via email at jakub.m@casino.guru.

Thank you for your understanding.

Best Regards,

Kubo