Doctor Spins Casino - プレイヤーのアカウント閉鎖リクエストが遅延しています。

I have been trying to get my account closed for over a year now.

I have sent multiple (maybe hundreds) of emails to the supportteam, but i get zero reply and my account is still open.

They know i have an gambling addiction, so i still keep playing on this website, while i have asked them multiple times to close my account.

Since the time i first asked to get my account closed, i have deposited between 7.500 and 10.000, because they refuse to close my account.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you mentioned gambling addiction as the reason for your account closure request in any of the emails you sent to the casino? If so, could you kindly specify when exactly you mentioned it for the first time?
• Has the casino responded to any of your account closure requests?
• When was the last time you requested to be self-excluded from this casino?
• Have you passed the full KYC verification, or have you at least been asked to submit any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika,

Thanks for your response.

I did mention a lot of times that my gambling addiction is the reason for my request.

I have an screenshot attached for the first mail i have sent, at 22/04/2024.

The casino did not respond to any of my emails with my request.

The last time i requested self-exclusion was this morning.

I have passed the full KYC verification, and i have a verified account at this casino.

In addition to my previous reply, i attached two screenshots.

They have switched deposit methods, first it was Empire Group, then it was Inamina Limited.

Totalling my deposits around €9.500, while my account should have been closed.

Dear lelierenpo,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of Doctor Spins Casino to ignore us completely in our attempts to mediate any kind of issue.

Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Doctor Spins Casino. I wish I could be of more help. The casino can reopen this complaint anytime.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.