Spinoli Casino - Player's account remains open despite self-exclusion request.

Hello, on October 7, 2024, I informed the casino that they should block my account due to gambling addiction.

I’ve sent several emails and contacted customer service as well. I have all the evidence. Today, on October 12, 2024, the account is still open. I have been able to deposit over 3700 euros since October 7, 2024. I have written at least 20 emails and repeatedly asked in the customer chat to please block the account immediately due to gambling addiction. No response. Please help me get the money back.

Dear Alineb1991,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, could you clarify which casino you are having issues with? You submitted this complaint to Spinloco Casino, but the screenshot shows Spinoli Casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, it is about the Spinoli casino as shown in the screenshot. I could not find it on your list.

Casino Spinoli1.com as in the screenshot

Thank you for your reply, Alineb1991. I changed the casino name to the correct one. I checked the Self-exclusion Policy and I found this:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from Spinoli.

- To self-exclude send an email to customer service at customercare@spinoli.com

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Do I understand correctly that you still have access to your casino account? Could you please forward the self-exclusion request(s) to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well. Alternatively, you can post it here. Thank you in advance.

Sent it to them

Have you ever received any reply from the casino to your self-exclusion requests?