SpinBetter Casino - Запрос игрока на закрытие аккаунта игнорируется.

Despite multiple requests, my account has not been closed, and all my emails are being ignored.

Trotz viieeeeeelfacher Aufforderung wird Konto nicht geschlossen und Mails alle ignoriert.

Dear TinoResch,

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 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 tomas@casino.guru
• Could you please explain what the disputed amount of €10000 refers to in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your emails and explanation of the situation.

Please note our recommendation will be the same as in a similar issue you raised in the past:

https://casino.guru/quickwin-casino-player-has-deposit-and-customer-support

namely asking for a self-exclusion. The casino usually expects a reason for account closure, and without it might not grant such a request.

Kindly send a new email and request a self-exclusion:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SpinBetter Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (related to gambling problems/unrelated to any gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

You can include me in your email to casino support my email is tomas@casino.guru

I'll await your reply.

Dear TinoResch,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.