Spinoloco Casino - Player seeks refund after account closure request was ignored.

Dear Casino Guru Team,

On the 30th of May, I sent an email to support@spinoloco.com requesting the closure of my account due to gambling addiction. Unfortunately, after three months, I mistakenly logged back into the casino and forgot that I had already requested the account closure. During this time, I deposited and lost €64.

As someone struggling with gambling addiction, I believe the casino has a responsibility to enforce its own responsible gaming policies. According to the casino's guidelines, once a request for account closure is made via email, as I did on the 30th of May, the account should be closed to protect vulnerable players.

I kindly request a refund of my deposits made after the account closure request, given that the account should have been closed in line with the responsible gaming rules.

Thank you for your attention to this matter, and I look forward to your assistance.

Dear Mardock,

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 me the self-exclusion request? My email address is kristina.s@casino.guru. 

Also, do you currently 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

Hello and thanks for the reply. i forwarded the email. I have access in the casino

Thank you for your reply, Mardock. Have you recently discussed this issue with the casino? If there is any other relevant communication, please forward it to me.

No i havent discuss it.

Could you kindly confirm whether your account was indeed closed following the email you sent in May? Additionally, could you clarify why this issue wasn’t addressed with the casino prior to reaching out to us? Our role is to assist players who have been unable to resolve their concerns directly with the casino. Therefore, I recommend contacting the casino as soon as possible and updating me on the outcome of your conversation. Thank you.

On June 5th, I was informed via chat that a form was sent to me to complete and sign, but I have not received the form via email as stated. I am forwarding you the email for your reference.

During my chat with an agent, I was provided with a form to close my account, but I prefer not to proceed with this until my case is resolved. Additionally, while I now have the form, I find it troubling that someone facing gambling addiction is required to complete and return a PDF form to close their account. I strongly believe that the casino should facilitate immediate account closure when requested by players experiencing such issues, without imposing unnecessary delays or obstacles.

Furthermore, I would like to request a refund of €64.

I would appreciate your prompt attention to these matters and look forward to your response.

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Account Closure Confirmation:

On June 5th, during a chat conversation, I was informed that a form would be sent for me to complete and sign to close my account. However, I have not received this form via email as stated. For your reference, I am forwarding this email and the conversation details.

Why I Did Not Contact the Casino First:

I did reach out to the casino initially through chat, as mentioned, and was informed about the form. While I now have the form, I chose not to proceed with it yet because my primary concern is to resolve the current issue before finalizing the account closure.

Concerns Regarding the Account Closure Process:

I find it concerning that, as someone dealing with gambling addiction, I am being required to complete a PDF form to close my account. I strongly believe that casinos should prioritize player well-being by allowing immediate closure for those facing gambling-related issues, without placing unnecessary procedural obstacles.

Request for Refund:

I would also like to request a refund of €64.

Please forward all the relevant communication between you and the casino to my email address (kristina.s@casino.guru). So far I only received the same two emails.

Also, I must emphasize that many casinos ask players to fill in forms as well as pass verification before closing accounts. Therefore, I recommend that you do not delay this issue further and follow the casino's instructions.

Dear Mardock,

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.

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.