HomeComplaintsSpinoloco Casino - Player's request to close account is ignored.

Spinoloco Casino - Player's request to close account is ignored.

Amount: ??

Spinoloco Casino
Safety Index:Fresh casino
Submitted: 04 Nov 2024 | Case closed : 18 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 days ago

The player from Portugal had repeatedly requested account deletion due to a gambling addiction, but the casino had not honored their wishes. This lack of response led the player to label the casino as fraudulent. The Complaints Team had extended the inquiry period, but ultimately, the complaint was rejected due to the player's lack of response to follow-up questions.

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2 weeks ago
Translation

I have requested multiple times to delete my account from this casino. I stated I have a gambling addiction, sent forms, and they never respected my decision. A casino like this shouldn't even be mentioned on this site. It's the most fraudulent casino I've ever seen.

Automatic translation:
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2 weeks ago

Dear Aringarosa87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

SELF-EXCLUSION:


Should You require a break from online gambling, You can choose the option to self-exclude for whatever time You wish and feel secure. We will make sure to effectively bar You from playing on our website during such period. Self-Exclusion means that You exclude yourself, out of Your own choice, from accessing Our Services. Self-exclusion is aimed as a strong intervention tool when gambling becomes compulsive. If you wish to self-exclude yourself, please send an email to our support team at support@Spinoloco.com and give them a time span of Your choice for exclusion. Once Our support team receive Your email, they will immediately reach out to explain You all the implications of self-exclusion, future steps and any additional information or assistance needed. Remember that You may not request the lifting of Your self-exclusion before the end of the effective period for your own protection. During Self-Exclusion You are not allowed to create a new account and every attempt to create a new account shall be a violation of our Terms of Service and may result in Your permanent ban from our website. Your account will only be reopened if You contact us to request it after the self-exclusion period has expired.


Could you please forward the self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Do I understand correctly that you still have access to your casino account?

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

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1 week ago

Dear Aringarosa87,

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.

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3 days ago

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.

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