The player from Italy has requested the account closure. Unfortunately, it hasn’t been granted and the account remained accessible. We rejected the complaint because the player didn't respond to our messages and questions.
Spintropolis Casino - Player’s attempts to close the account have been overlooked.
Amount: €160
Spintropolis Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
Spintropolis Casino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi, I send this complaint to contest the casino scam called spintropolis, I registered yesterday evening from 18:30 19:00, after making the first deposit of 60 € euro, I started playing a slot which did not arise no profit ... I entered the chat to speak with one of their operators and ask how to collect the bonus code of their site since they say they offer several offers, after which I was charged 40 € which however I could only spend in some specific slots requests from them, all this made me doubt very much which led me to request the closure of my account to the assistance that tried to divert the topic by offering me their bonuses. This morning May 12, 2020 I deposited € 100 thus requesting from an operator the following 200% bonus on the deposit which made me reach the sum of € 300. I continued to play on slots where there were pre-set sequences through a telegram channel that promised thanks to these winning sequences of great bets, after spending the money deposited by me the remaining bonus I could spend it only and in any case in some slots decided by operator with whom I had the conversation about these bonuses, not collecting once again any profit from these bets I requested again the closure of my account and after receiving some emails between yesterday evening and today my request was not granted, I don't know who to contact anymore, I ask for your support, I will better explain what happened Apenna I will have your feedback, I am very disappointed I wait for your information as soon as possible
Automatic translation:
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4 years ago
Dear Antonio,
Thank you very much for submitting your complaint and sharing your experience with the other players. I’m sorry to hear about your problem. Could you please clarify if you have tried to simply close your account for a certain period or to self-exclude yourself from the casino permanently? The self-exclusion should be granted immediately, however, account closure needs some time to be processed. Do I understand it correctly that your account remains accessible? Could you please forward the email containing your request for the account closure or screenshots if you have requested it via Live chat? My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Dear Antonio,
Thank you very much for forwarding the relevant screenshots. Could you please confirm that you have sent emails to support@spintropolis.com? From the material that you have forwarded, it looks as they weren’t delivered. Is that true? I have checked terms and conditions, and this is what I found:
"To use our self-exclusion option please call us or send an email to support@spintropolis.com with details of the account you wish to exclude and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum duration."
I would recommend sending one more email with all the required information (with details of the account you wish to exclude and the period that you wish the self-exclusion to apply). Please CC me on the email. Thank you very much in advance.
