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.