Spinorhino Casino - La richiesta di chiusura dell'account del giocatore viene ignorata.

Good morning. I have requested over 10 times via email to close my account due to gambling addiction and they are ignoring me. I have sent to both support and info but there is no progress. In the meantime I continue to play every day losing a lot of money. Please I would like your help to permanently close my account. I know how professional you are about this and I ask for your help. Thank you

Καλημέρα. Έχω ζητήσει πάνω από 10 φορές μέσω email το κλείσιμο του λογαριασμού μου λόγω εθισμού στο τζόγο και με αγνοούν. Έχω στείλει και στο support, και στο info αλλά δεν υπάρχει καμία εξέλιξη. Στο μεταξύ παίζω συνέχεια κάθε μέρα χάνοντας αρκετά χρήματα. Σας παρακαλώ θα ήθελα την βοήθεια σας να κλείσει οριστικά ο λογαριασμός μου. Γνωρίζω πόσο επαγγελματίες είστε για αυτό και ζητάω τη βοήθεια σας. Ευχαριστώ

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Leoziniopas,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

Self-Exclusion:

If you are diagnosed with a gambling addiction or wish to stay away from gambling for any other reason, we want to assist you in avoiding anything that may not be beneficial for you. "Self-Exclusion" means that you voluntarily choose to exclude yourself from all gambling services. This exclusion cannot be undone for the set period.

If you wish to self-exclude yourself from gambling, please message our support team at [email protected] and specify the desired time span, which can range from 1 day to 5 years. Our support team will guide you through the next steps and inform you of any necessary requirements.

Please note that Self-Exclusion is permanent for the selected duration and cannot be reversed for your own protection.

During the Self-Exclusion period:

You are not allowed to create a new account.

Any attempt to create a new account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

If you need further assistance, don’t hesitate to reach out to us.

Could you please forward the account closure requests you sent to the casino to my email at [email protected]?

Thank you very much for your cooperation.

Best regards,

Kristina

I have sent many emails, I will send you some to the email you suggest. Thank you

Είναι πολλά τα email που έχω στείλει, θα σας στείλω μερικά στο email που μου προτείνετε. Ευχαριστώ

Can't send an email to the address you gave me, it's bouncing back to me

Δεν μπορεί να αποσταλεί eMail στη διεύθυνση που μου δώσατε, μου το γυρνάει πίσω

Hello Leoziniopas,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your response, Leoziniopas. May I kindly ask if you could double-check the email address you used? I can confirm that there are no restrictions or blocks on my email account, and I receive numerous emails throughout the day. If possible, could you please resend the evidence? Alternatively, you might consider posting it here. Your assistance is greatly appreciated.

Look, I'm tired of this website and this situation. Can you contact them?

Κοιτάξτε έχω κουραστεί με αυτή την ιστοσελίδα και με αυτή την κατάσταση Μπορείτε να επικοινωνήσετε μαζί τους;

Please be aware that we need to gather all the essential information before reaching out to the casino. You may share screenshots here if that is more convenient for you. Thank you for your understanding and cooperation.

Dear Leoziniopas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru