Spins Deluxe Casino - Player’s self-exclusion request is delayed.

Good evening I have a gambling addiction and have been trying to self exclude from this casino, I have asked in the 24hr chat I have now sent over 5 emails and nothing is happening.

this is now having an impact on my mental health.

can you help

thanks

Leanne ****

Dear leanneward85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spins Deluxe Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about your gambling addiction? Have you received any reply whatsoever?
• Could you please share your attempts to self-exclude with me? Please forward the requests you sent to the casino and any replies you received to my email at tomas@casino.guru

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,

Tomas

Good morning,

I have forwarded all the emails I have sent the casino I have no replay what so ever. I emailed letting them know I have a gambling addiction and still nothing. When I chat on the 24 service the just say goodbye when I asked to get excluded and told to email.

thanks

leanne ****

Thanks for your emails.

I reviewed the correspondence and can see you only specified having a gambling problem in your email from 16th of September.

• Could you please advise if your account has been blocked since?
• Have you contacted the live after your emails weren't responded to? With what result?

Hi no my account is still active and still able to add funds. Very frustrating

I have had no replay even on live they just say send email

Thank you very much, leanneward85, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Spins Deluxe Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello leanneward85,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spins Deluxe Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V