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

The casino has never acknowledged my emails requesting account closure, allowing me to continue playing despite my incessant requests (I can attach emails).

Il casino non ha mai preso in carico le email con richiesta di chiusura account permettendomi di continuare a giocare nonostante le mie incessanti richieste (posso allegare email).

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 balducci,

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 protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Have you unsubscribed from the casino marketing communication?
• Could you please share with me your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I'm talking about self-exclusion, not closure. I've requested self-exclusion via email 4 times, explaining why.

parlo di autoesclusione e non di chiusura, ho richiesto con motivazione l'autoesclusione a mezzo mail ben 4 volte.

Thanks for the clarification.

Please share your most recent self-exclusions with me.

Send the information to my email at [email protected] for review.

Thanks in advance for your cooperation.

Email sent

Mail inviata

Thanks for your patience and for sharing this information with me.

Did you receive any response from the casino? Have you contacted live chat after you learned your self-exclusion wasn't processed?

Please note that the recipient of the emails isn't included in the screenshots, since the recipient's email isn't shown.

Kindly forward the emails as an attachment to me as evidence.

In Gmail, the option to forward the emails is to choose the relevant emails and, by right-clicking, choose the option 'forward as attachment' to my email at [email protected]:

If you have any chat transcripts with the casino's live chat saved, send them to me as well.

Thanks in advance for your cooperation.

Hi Tomas, I forwarded you all the emails

Ciao Tomas, ti ho inoltrato tutte le email

Hello balducci,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

In November, the player contacted support to request self-exclusion due to gambling-related issues. At that time, the player sent the request to the general support email and was advised to contact the designated email address for such requests. However, there is no record of any email being received from the player’s account at the correct email address.

Please let us know if any further information is required.

Kind regards

Thanks to both parties for your response and to the player for sharing the necessary evidence.

Dear casino representative,

Could you please share the response the player was given in response to his self-exclusion efforts?

Was the player's account already closed? When, under what circumstances?

Please share this information with me at [email protected]

Thanks in advance for your cooperation.