SpinUp Casino - Failed self-exclusion.

I joined the site 5/12/19.
I made some deposited and just felt I was letting myself get out of control again.


I requested a self exclusion online team, who where active and able to speak to me . To be informed I had to email and they could not do anything about closing my account. I then continued to deposit.

I emailed that night, no reply for 4 days.
9/12/19 they response questioning the reason behind self exclusion. And if it was an error.


I feel it’s self explanatory why I self excluded. All casinos know what the terms means.

ive had minimal contact and my refund request has been completely ignored.

I feel you could really help get this resolved.
thanks for your time.

 

Dear Ffion,

Thank you very much for submitting your complaint. I can only imagine how frustrating this situation must be for you. We consider this to be very unprofessional and your account should be closed as soon as possible after submitting the self-exclusion request. 

So, just to be sure, do you want us to try to help you get your deposited money back? 

Thank you in advance for a reply.

Best regards,

Kristina

Yes please. 
 

id like some help with this. 
 

they don’t have the best reputation. I seee this. 
 

thank you! 

Hello Ffion,
Thank you for your response. I contacted the casino as soon as I get an answer, we'll let you know.

Hello Ftion,

Thank you for your message.

We are sorry about this situation, and now looking into it. 

Thank you for your patience. 

SpinUp Casino 

Thank you for your response. 
 

I’ve emails I can forward if required. I was told I requested account closure, by a colleague of yours. I did not. I asked to self exclude. 
 

the account took almost a week to be addressed. 
online support could Not help me  
 

im requesting a full refund. 
Thank you 

Hello,

I would like to ask SpinUp Casino if there is something new with this case.

It’s all been addressed and I’m happy with the outcome. Thank you casino guru 

Hello Ffion,

I am very glad to hear this news! Can I close this complaint as resolved now?

Dear Ffion,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

I hope you won’t come across a problem like this again.

Best regards,

Kristina