Spinoloco Casino - Player’s timeout limit is being ignored.

Hey,

I have issue with the operator. I have had twice put timeout and it has been removed as many times just by asking. It clearly says the time can't be reduced, but on livechat the guy says it can't be reduced but "ofc it can be removed". Now after arguing with him that it's like deleting deposit limit, so it's useless and shouldn't even be offered. He says that it's not limit. Makes no sense what's so ever. Last week I was able to lose over 100€ today over 100€ again, because they can't respect the limit put. Last week they even offered to remove it.

Dear Jorms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you set the cooling-off period via your account? Or did you contact the casino support to set it up for you?

• Which duration did you choose?
• How many days was your account closed before it was reopened?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

I had 10 day timeout, 4 days probably had gone. I did the timeout my self, as it says can't be reduced so I thought it would be safe. I sent some more screenshots to your email.

Thank you for your reply, Jorms. Do I understand correctly that you contacted the support to cancel the cooling-off period?

Yes, because they offered and did it before. I'm gambling addict, so I need limits to keep some kind of control.

Thank you very much, Jorms, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Asked them to close my account permanently 2 weeks ago, which they still haven't done. Just to point how much they respect responsible gaming, and I doubt they will be answering these complaints.

Dear Jorms,

I’m Kubo, and I’ll be handling your complaint moving forward. If there have been any updates regarding your case since the last information provided, please feel free to share them with me.

Additionally, you mentioned in your last post that you requested the permanent closure of your account two weeks ago. Could you please forward the email or any relevant proof of this request to my email at jakub.m@casino.guru?

Dear Spinoloco Casino,

I kindly invite you to join this discussion and provide a detailed explanation regarding this case. Specifically, I request clarification on the unusual application of responsible gambling tools, which appear to undermine their intended purpose.

Your cooperation in resolving this matter would be greatly appreciated.

Best Regards,

Kubo

I'll send if I find the conversation email still.

Dear Jorms,

Thank you for sharing your concerns. I want to assure you that we are taking your complaint seriously and will investigate the situation with our team to ensure the appropriate actions are being taken. In the meantime, your account is currently under all necessary restrictions to assist with responsible gaming.

We care about your experience, and we are committed to resolving this issue. I will keep you updated on any progress made and ensure that everything is handled in accordance with our policies.

Thank you for your patience, and if you have any further questions, please don’t hesitate to reach out.

Best regards,

Spinoloco Customer Support Team

Thanks for the answer. Any update on the issue?

Dear Spinoloco Casino,

Are there any developments in your investigation? Could you kindly provide an update on the case and explain why the player's cool-off limit was revoked?

Thank you for your cooperation.

Dear Jorms,

I have yet to receive the self-exclusion request that you claim was sent to the casino approximately four weeks ago. Please be aware that without appropriate evidence, this claim cannot be considered in the further stages of resolution.

Looking forward to your response.

Yeah sorry, it was in my email trashbin and was deleted automatically. My account has been closed now, so that's solved. Now hopefully we find some kind of a conclusion with the operator about the other issue.

Dear Jorms,

Thank you for your patience. We understand your concerns, and we sincerely apologize for any misunderstanding regarding your timeout requests.

Please rest assured that all necessary measures have been taken on your account, and we have also implemented internal steps to ensure this does not happen to other players in the future. Your account has been fully closed, and we want to assure you that you can feel safe with us, as well as any other clients who may face similar responsible gaming situations.

If you need any further assistance, feel free to reach out.

Best regards,

Spinoloco Customer Support Team

So you don't think you own me a refund, after breaking your own terms? Well, let's close this as unsolved shows people, they don't care about responsible gaming. They can always blame it on misunderstanding and steal people's money..

Dear Jorms,

We understand your concerns and would like to clarify that all responsible gaming restrictions were applied to your account as soon as the issue was identified. Therefore, we did not breach our terms at any point.

The mistake we identified was keeping the account under restrictions instead of closing it completely. To correct this, your account has now been permanently closed. With this action taken, we consider the matter resolved and will not be issuing a refund.

If you have any further questions, feel free to reach out.

Best regards,

Spinoloco Customer Support Team

Wtf, the whole point of the complaint is the issue with your timeout, which is useless. Can you Kubo close the complaint as unresolved and lower their rating. Over 7 rating for a site that offers useless limits seems kind of too much.

Dear Spinoloco Casino,

Thank you for your messages and for closing the player's account in accordance with responsible gambling policies. However, you haven’t answered my question - why was the player's cool-off period revoked?

There is even a statement on your site that the cool-off period could not be reduced, yet it was shortened following the player's simple request via live chat. This completely undermines the main purpose of responsible gambling tools.

Given this situation, I believe the player should be refunded for any deposits made during the period when the cool-off should have been applied, but was revoked by the agent after the player’s request.

Looking forward to your response.

Can you Kubo provide me some info, where I could contact their license holder. I know it's useless, but I'll try it anyways. As it seems, they don't bother answering even anymore

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.

And now they arent going to answer...🤡🤡🤡

Dear Jorms,

The casino has not responded to additional inquiries within the given timeframe. Unfortunately, without their cooperation, there is little more that can be done at this stage.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Dear Jorms,

I have reopened your complaint as I was contacted by the casino representative regarding your issue.

While responsible gambling tools are important and enhance a casino’s credibility, they are not binding in the same way as self-exclusion policies. A self-exclusion policy obligates the casino to act promptly and appropriately if there is reasonable evidence of a gambling problem. However, responsible gambling tools, such as cool-off periods or limits, do not carry the same level of strict enforcement and may be revoked upon a reasonable request.

If the casino had been aware of a gambling problem, they should have acted in accordance with their self-exclusion policy - as they eventually did in later stages. However, since you initially set a cool-off period and later requested its cancellation, the casino was not obligated to deny your request.

Moreover, penalizing the casino for allowing the revocation of a cool-off period would set a concerning precedent for casinos that do not offer responsible gambling tools at all.

For these reasons, I must reject your complaint as unjustified.

For future reference, please note that eligibility for a refund arises only when a casino fails to enforce its self-exclusion policy.

I appreciate your understanding, and I regret that I couldn’t provide a more favorable resolution in this instance. However, if you experience any other issues with this or any other casino, please feel free to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo