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.