Spinoli Casino - Player’s account remains open despite closure request.

Hallo Liebes Team,

ES GEHT UM DAS CASINO SPINOLI

Das Casino "Spinoli"habe ich am 10 Oktober darum gebeten mein Konto zu sperren, wegen Spielsucht.

Gemacht hat das Casino nichts.

Ich bitte um Hilfe.

Mfg Tekedo

Dear Tekodi, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Ich hab ihnen die E mail geschickt

Thank you for your email. Have you received any response from the casino after you contacted them with your request? Have you tried sending more than one message to request self-exclusion?

I have checked the Terms and Conditions of Spinoli Casino, and this is what I found:

6.9.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from spinoli.com, he/she needs to contact us on the following email address: customercare@spinoli.com

Could you please specify if you wrote email to customercare@spinoli.com to request self-exclusion due to gambling addiction as well?

Moreover, have you passed the full KYC verification?

Genau das habe ich unter dieser E Mail getan.

2 Mal. Nichts ist gekommen.

From the emails you sent me, I noticed that you initially requested self-exclusion by contacting customerassist@spinoli.com. However, according to the casino's Terms, self-exclusion requests should be directed to customercare@spinoli.com.

Could you please forward any emails you’ve sent to the customercare@spinoli.com address? Alternatively, if you received a reply from customerassist@spinoli.com that redirected you to the correct address, please share that with us as well.

Thank you for your cooperation, and we’re here to help resolve this matter.

Habe ich gemacht.

Thank you very much, Tekodi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Tekodi,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinoli Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal, 

The customer contacted us stating his self-exclusion request and he was accordingly advised that he needs to send his request to the following email- customercare@spinoli.com on a couple of occasions. 

He emailed the above address accordingly, and was subsequently asked to provide some basic documents, which is a standard procedure that all customers undergo. 

The player did not respond to our email, and as he did not complete the standard KYC procedure, we were not able to proceed with his request. 

It is important to note we did our best to assist the player, while maintaining the platform's integrity. 

Following the above, the player is welcome to refer to the previous email correspondence he received, as well as to contact us further for more assistance.

Kind regards,

Spinoli Casino Team

Warum soll man ein Dokument zur Verfügung stellen um sie. KONTO ZU löschen.

Macht doch kein Sinn.

Dear Tekodi,

If a casino requests KYC (Know Your Customer) documents during the self-exclusion process, please know this is a standard practice in the industry. By storing these documents, the casino can quickly identify and prevent self-excluded players from creating new accounts, even if they attempt to use the same verification details. This measure helps casinos spot and block previously excluded players at an early stage, supporting responsible gambling and ensuring adherence to self-exclusion policies.

Please know that there are certain procedures in place when it comes to the self-exclusion process, and those need to be respected. By not providing your documents, you've prolonged the duration of the self-exclusion process. Please, provide the casino with your documents at your earliest convenience, so your account can be permanently closed without any further delay.

Dear Spinoli Casino,

Can you tell me when exactly did the player receive a response, informing him about the documents needed?

Dear Michal,

The player was asked to provide documents on 21/10/2024. 

It is important to point out that the player is yet to provide the requested information, and of course is welcome to contact us at any time so we can assist further. 

Kind regards,

Spinoli Casino Team

Dear Tekodi,

Can you continue with the self-exclusion procedure by providing the casino with the requested documents?

Ich habe jetzt mehrfach einen Selbstausschluss beantragt und keiner wollte Dokumente haben.

Die kriegen vom mir gar nichts. Auch wenn ihr das Konto nicht schließt.

Dear Spinoli,

Let me point out that when a player requests self-exclusion due to a gambling problem, the casino should process this request within a reasonable timeframe. Immediate suspension is not required, but action should be taken promptly to protect the player. If the player’s account is unverified or there is a pending withdrawal, this should not delay the self-exclusion process. KYC verification can be completed after suspension, but ensuring the player cannot lose their active balance, access pending withdrawals, or deposit additional funds is essential.

Dear Tekodi,

Let me mention that if you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process. This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future. If you approach the casino later to open a new account without previously completing the initial KYC verification, please be aware that we may be unable to mediate in any future complaints or disputes with this casino on your behalf. 

With all of the above being said, can you confirm for me when was the first time the player asked for self-exclusion due to gambling problem and also when did the player made deposits after this request?

Dear Michal,

We adhere in assisting players, but please bear in mind this should be done alongside maintaining the platform's integrity.

Asking for documents is a standard verification process to subsequently review further a given request they have. 

We would like to point out that the player has still not responded back regarding his request and provide the documentation asked, but of course they are welcome to do so at any time from where we will assist promptly and accordingly.

Best regards,

Spinoli Casino Team

Dear Spinoli Casino,

I see where you are coming from. But, I do not think employing additional protective measures for players suffering from gambling addiction would take away from your platform's integrity. When a player asks for self-exclusion due to gambling addiction, immediate action should be taken as soon as the casino acknowledges this request. Ideally, the player's account functions should be restricted, so there can not be any more deposits or any other account activity. During this period, the player can complete KYC without risking losing any more funds. The fact that the player did not complete the KYC procedure is not considered a relevant reason by us for not closing/restricting their account. I kindly ask you to reconsider your opinion on this.

Dear Tekodi,

I firmly believe that the players' well-being and safety should be prioritized in these types of situations. However, your refusal to provide the requested documents for the KYC procedure only undermines your self-exclusion efforts. If you provide the casino with the documents, this would serve as an additional protective measure, so you will not be able to create and/or verify your account with Spinoli Casino in the future.

Gut. Dann kriegen die bald die Unterlagen.

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 Michal,

Please note the player was contacted a while ago with instructions what we need in order to proceed with his request.

We also sent a reminder to them, but even so, the player is not responding to our attempts to get in touch.

We would like to point out they are welcome to contact us at any time, and we will assist accordingly.

Best regards,

Spinoli Casino Team

Dear Spinoli Casino,

Do I understand correctly that the player's account is still open even after the discussion in this complaint?

Dear Michal,

As discussed previously, we do our best to assist players while following established procedures in order to maintain the platform's integrity.

We asked the player to provide basic information, to which he did not respond, even though we sent a subsequent reminder, and the player himself indicated in this thread he will be responding back, which has not happened as of yet.

Given the above, in order to proceed with the player's request, we would once again invite them to contact us so we can assist further.

Kind regards,

Spinoli Casino Team

Dear Spinoli Casino,

As I have mentioned in my previous reply, the players should be protected as soon as possible after the casino acknowledges their self-exclusion request due to gambling addiction, whether they complete the KYC procedure or not. Certain account functions should be restricted, and after this, the KYC situation could be dealt with.

Dear Tekodi,

Can you tell us why to this day you did not provide the casino with the necessary documents the your account closure?

Dear Tekodi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Tekodi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tekodi,

I appreciate your email. However, let me remind you that even if the casino did not make further requests for you to complete the KYC procedure besides the first time, the fact that you still did not complete the process means the self-exclusion process is prolonged unnecessarily. You have stated yourself that you will provide the casino with the documents soon on the 26th of November.

Dear Spinoli Casino,

I believe that it is possible to restrict certain functions of the player's account without compromising the platform's integrity. The right course of action would be to take away the ability to deposit and play from the player's account, and then wait for the player to pass through the KYC process to finalize the self-exclusion.

Spinoli sollen mir eine E Mail zuschicken. Dann kriegen die die Daten.

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 Michal,

From our side we contacted the player on several occasions.

We have provided instructions so we can proceed with his request, but the player never got back to us.

We invite him to contact us at any time , from where we will assist accordingly.

Best regards,

Spinoli Casino Team

Dear Tekodi,

Can you get back to us as to why you did not react to emails from the casino?

Dear Tekodi,

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.

Hallo,

Ich finde die E Mail leider nicht mehr. Kann das Casino mir bitte noch einmal die E Mail zukommen lassen.

Darüber hinaus bleibt aber immernoch die Frage an das Casino aus lieber Michal. Die geben keine Stellungnahme ab.

Dear Spinoli Casino,

If we consider October 14th as the date on which the player submitted their self-exclusion request—an acknowledgment you yourselves made when requesting their documents—it is evident that prompt action should have been taken to protect the player from further losses. The player's account functions should have been restricted immediately, with the self-exclusion process finalized once the necessary KYC documents were provided. Please note that the absence of KYC documents cannot justify the failure to restrict the player's account.

Additionally, another concerning issue is the delayed response. The player's request was addressed only on October 21st—five business days later—which we consider an unreasonably long timeframe

for handling self-exclusion requests. The appropriate course of action in this case should have been:

1. Restrict the player's account as soon as the casino received the self-exclusion request.
2. Await the player's completion of the KYC procedure.
3. Refund the player for all deposits made after October 17th.

Can you let me know the sum of the player's deposits for this period?

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 Michal,

Please be advised we are in direct communication with the player.

We will revert back to you once there are further updates.

Best regards,

Spinoli Casino Team

Das stimmt leider nicht. Man hat sich nicht bei mir gemeldet. Daher ist die Aussage, dass man sich mit mir in Verbindung gesetzt hat einfach eine falsche Aussage.

Ok, doch man sich nun bei mir meldet. Per Mail

Thank you for letting me know. I will be waiting for further updates.

Dear Tekodi,

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.

Wir kommen gerade ins stocken. Eigentlich haben wir einen Vereinbarung getroffen. Jetzt sagt das Casino, dass es zwei Namen gibt. Also irgendwie soll ich meine Name falsch hinterlegt haben, was jetzt eine Zahlung seitens des Casinos stoppt. Ich habe keine Ahnung was die meinen.

Dear Michal,

Following direct communication with the player, we have reached a mutual agreement. As a result, the case is now considered as resolved, which can be confirmed by Tekodi as well.

Best regards,

Spinoli Casino Team

Das stimmt.

Vielen Dank an das Casino und an Casino Guru. Hat zwar lange gedauert, aber eine faire Lösung wurde gefunden.

Mfg

Dear Tekodi,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru