The player from Germany requests a permanent account lock due to gambling addiction after losing over 7200.00 Euro at Sportospin. Despite sending an email for the lock, the player continues to deposit and gamble for several days.
SportoSpin Casino - Player’s account should be closed for responsible gambling.
Amount: €7,259
SportoSpin Casino
Safety Index:Below averageSafety Index
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5.1
SportoSpin Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 18h 8m 36s
Case summary
5 hours ago
Public
Public
2 days ago
Translation
At the sports betting provider "Sportospin", I lost over 7200.00 Euro in just a few days. Despite sending an email requesting to have my account locked due to gambling addiction issues, I was still able to deposit and gamble more money for several additional days.
I sent the permanent lock request to the email address used for "account opening".
The email address is also listed on the website with a note of 24/7 availability.
Automatic translation:
Public
Public
2 days ago
Dear ihea1984,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
yesterday
Translation
I have forwarded you the email in which I requested a permanent ban.
After that, I was able to deposit and gamble money for days.
Automatic translation:
Casino Guru is examining the case
