Spinoli 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。

Hello, on October 7, 2024, I informed the casino that they should block my account due to gambling addiction.

I’ve sent several emails and contacted customer service as well. I have all the evidence. Today, on October 12, 2024, the account is still open. I have been able to deposit over 3700 euros since October 7, 2024. I have written at least 20 emails and repeatedly asked in the customer chat to please block the account immediately due to gambling addiction. No response. Please help me get the money back.

Hallo ich habe am 07.10.2024 beim casino gesagt, dass Sie mich speeren sollen wegen Spielsucht.

Ich habe mehrere e Mails geschickt und auch den Kundenservice kontaktiert. Ich habe alle Nachweise. Heute der 12.10.2024 ist das Konto immer noch offen. Ich konnte über 3700 Euro seit dem 07.10.2024 einzahlen. Ich habe bestimmt 20 e mails geschrieben und mehrfach im kundenchat gesagt bitte sofort speeren wegen Spielsucht. Keine Reaktion. Bitte helfen Sie mir das Geld zurück zu bekommen.

Dear Alineb1991,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, could you clarify which casino you are having issues with? You submitted this complaint to Spinloco Casino, but the screenshot shows Spinoli Casino.

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

Best regards,

Kristina

Hello, it is about the Spinoli casino as shown in the screenshot. I could not find it on your list.

Casino Spinoli1.com as in the screenshot

Guten Tag es geht um das Spinoli casino wie im Screenshot angegeben. Ich konnte es auf ihrer Liste nicht finden.

Casino Spinoli1.com wie im Screenshot

Thank you for your reply, Alineb1991. I changed the casino name to the correct one. I checked the Self-exclusion Policy and I found this:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from Spinoli.

- To self-exclude send an email to customer service at customercare@spinoli.com

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Do I understand correctly that you still have access to your casino account? Could you please forward the self-exclusion request(s) to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well. Alternatively, you can post it here. Thank you in advance.

Sent it to them

Habe es ihnen geschickt

Have you ever received any reply from the casino to your self-exclusion requests?

Thank you very much, Alineb1991, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Alineb1991,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinoli Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

We have reviewed the customer’s inquiry, and the player's account has been excluded according to our standard procedure. The player submitted their request to our designated email address, and our dedicated team reviewed and completed it within the timeframe outlined in our terms and conditions.

Please note that a technical processing period is required to fulfill the request, as a specialized team personally handles each case.  

Regards,

Spinoli Casino

On October 7, I wrote several emails requesting that my account be blocked due to gambling addiction. There was no response and I was able to continue to deposit and play. I would like to have my deposit refunded.

Ich habe bereits am 7 Oktober Beweislich mehrere e Mails geschrieben mein Konto wegen Spielsucht zu sperren. Daraufhin wurde nicht reagiert und ich konnte weiterhin einzahlen und spielen. Ich möchte die Erstattung der Einzahlung wieder haben

Dear Spinoli Casino,

Could you provide me with the following information:

1. When exactly did you receive a properly formatted self-exclusion request sent to the correct email address?
2. When exactly did you close the player's account?
3. When was the last time the player had deposited funds into his account?

Again no answer

Wieder keine Antwort

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The dedicated team received the properly formatted email on 08/10/2024. After further review of the player's request, it was granted on 21/10/2024. Please note that during this period, the player withdrew more than they deposited.

Additionally, the player's last deposit was on 13/10/2024.

Regards,

Spinoli Casino

Dear Spinoli Casino,

Do I understand correctly that the player deposited for the last time on the 13th of October, made some winnings from this deposit, and made a withdrawal, therefore they had a positive balance?

Dear Michal,

Correct, the player's balance was positive after the last deposit on October 13th, and she withdrew the entire amount. There were no deposits after that date.

Regards,

Spinoli Casino

Dear Alineb1991,

Can you comment on the fact that you have made more money than you have lost during this period and that you also withdrew the entire amount? If that's the case, then there is no refund to be done.

Dear Alineb1991,

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.