Goldspin Casino - L'account del giocatore rimane attivo nonostante la richiesta di autoesclusione.

The casino responded to my self-exclusion request only with a "Bonus". On 10/30/24, I requested self-exclusion and unfortunately today lost money on my account, which is still not blocked.

Casino reagiert bei selbstausschuss Antrag nur mit einem "Boni". Habe am 30.10.24 um selbstausschuss gebeten und leider heute Geld bei meinem immer noch nicht gesperrten Konto verloren

Dear Matthias, 

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). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I requested the closure with the reason "self-exclusion". Nothing has happened to date. I have sent you the progress via email.

When requesting self-exclusion, it is outrageous that a casino does not implement this immediately! So I lost another 1200€

Die schließung habe ich mit dem Grund "selbstausschuss" beantragt. Bis dato ist noch nichts passiert. Den Verlauf habe ich Ihnen per Mail geschickt.

Bei der Anfrage zum selbstausschluss ist es unverschämt das ein Casino dies nicht umgehend umsetzt! Somit verlor ich weitere 1200€

Thank you for providing the screenshots. However, I noticed that in the emails you shared, there’s no mention of self-exclusion due to gambling addiction. Please understand that we’re able to assist with refund requests only in cases where players explicitly state that they wish to close their account because of gambling-related issues.

Do you have any emails where you specifically mentioned gambling addiction as the reason for your account closure request? If so, please forward them to us, and we’ll continue to support you in this matter.

No, although I don't see the difference between self-exclusion with or without gambling addiction. What was requested was self-exclusion as shown in the email, so the reason MUST be secondary. If a player requests something like that, no further justification is required.

I can only advise every player to avoid such casinos 🤙

Nein, auch wenn mir ein Unterschied zwischen selbstausschluss mit oder ohne spielsucht nicht klar ist. Gefordert war ein selbstausschluss wie in der Mail zu sehen, da MUSS der Grund zweitrangig sein. Wenn ein Spieler so etwas fordert brauch dies keine weitere Begründung mehr.

Ich kann nur jedem Spieler raten derartige Casinos zu meiden 🤙

Dear Matthias,

Thank you for your response.

I understand your frustration, and I sincerely empathize with your point of view. However, at Casino Guru, we follow strict guidelines when reviewing cases involving requests for refunds or account closures due to gambling addiction. The distinction between self-exclusion with or without gambling addiction is critical in these cases because it determines whether we can hold the casino accountable for failing to protect a vulnerable player.

Without explicit evidence that you informed the casino about your gambling addiction as the reason for self-exclusion, we cannot pursue this matter further. While we appreciate your concerns, we are bound by our policies to ensure fairness and consistency in handling complaints.

As such, we must close this complaint due to insufficient evidence. If you have additional information or documentation in the future, please do not hesitate to contact us.

Thank you for your understanding.

Best regards,

Veronika

Complaint Specialist

Casino Guru