Spinrise Casino - 自己排除のリクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

I have an account with the aforementioned casino. For days I've been trying to initiate self-exclusion, but it's been ignored. I haven't been able to set a limit either, and I've been repeatedly persuaded to continue depositing and lured with bonuses. I didn't request self-exclusion because of gambling addiction, but because I don't think it's fair how I'm treated. They don't allow me to set limits, they don't react when I no longer want an account with them, and they can keep depositing. Eva, my VIP manager, simply ignores the emails and keeps trying to entice me. Thirteen days ago, I requested permanent self-exclusion for the first time. It wasn't smart of me to keep depositing, but it shouldn't have happened. With the self-exclusion I requested, I shouldn't have been able to deposit anything at all, nor should I have had an account there. It's still not closed today, December 16th. I expect my deposits of €1800 back, which I've made since I first requested self-exclusion.

Ich habe bei dem oben genannten Casino ein Konto.Seid Tagen versuche ich einen Selbstausschluss zu veranlassen,es wird ignoriert,ein Limit konnte ich auch nicht setzen,immer wiedee wurde uch überredet weiter einzuzahlen und mit Bonus gelockt.Ich habe den Selbstausschluss nicht wegen Spielssucht beaantragt sondern weil ich es nicht fair finde wie man mit einem umgeht,dass man keine Limit setzt,nicht reagiert wenn man kein Konto mehr bei Ihnen haben möchte und immer weiter einzahlen kann.Eva,meine VIP Managerin ignoriert die Email einfach und versuchte immer nur weiter zu locken.Vor 13 Tagen wollte ich zum ersten mal einen Selbstausschluss für immer haben.Das ich mich dann immer wieder überreden lies weiter einzuzahlen wahr nicht klug aber hätte nicht passieren dürfen.Durch den gewollten Selbstausschluss hätte ich gar nicht mehr einzahlen dürfen und auch kein Konto mehr dort haben.Es ist heute den 16.12 noch immer nicht geschlossen.Ich erwarte mir meine Einzahlungem von 1800 Euro zurück,seitdem ich zum ersten mal einen Selbstausschluss beantragt habe.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrise Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your request for a refund due to the failed player protection already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinrise Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas