The player from Germany requested Spinoli Casino to close his account due to gambling addiction on October 10th, but the casino has not taken any action. He seeks assistance with this issue.
Hello Dear Team,
THIS IS ABOUT THE CASINO SPINOLI
I requested Spinoli Casino to close my account due to gambling addiction on October 10th.
The casino did nothing.
I request your help.
Best regards, 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
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?