Oscarspin Casino - Аккаунт игрока был закрыт после многочисленных запросов.

Hello, I've been playing at this casino since April 6th. I requested to close my account because I have gambling control issues. Instead of closing my account, support kept offering me bonuses. The self-exclusion link, which was supposed to take 24 hours to arrive in my email, never arrived, but the deposit promotions did. How curious, right? I don't know how many times I requested to close the account, more than 10. In the end, they supposedly closed it manually because I told them the self-exclusion link never arrived. Curiously, three days ago they allowed me to deposit two €50 deposits again when I asked how it was possible after I had closed it and that I was going to report them for bad practices. Finally, they suspended my account.

I believe they have engaged in unethical practices due to the numerous attempts to close the account that I requested, and the link I submitted to continue playing never arrived. I have obviously already reported these incidents to the gaming regulator so they can file a complaint.

Hola estuve jugando en este casino desde el 6 de abril pedí cerrar mi cuenta, pk tengo problemas de autocontrol con el juego el soporte en vez de cerrar mi cuenta se dedicaba a ofrecerme bonus, el enlace de autoexclusion que tardaba 24 horas en llegar al correo electrónico nunca llegaba, pero si las promociones de deposito , que curioso no ? No se cuentas veces pedi cerrar la cuenta mas de 10 , al final supuestamente la cerraron ellos de manera manual porque les comente que el enlace nunca llegaba para mi autoexclusion curiosamente hace 3 dias me volvieron permitir a depositar 2 depósitos de 50 euros cuando le comente que como era posible después de haberla cerrado y que les iba a denunciar por malas prácticas suspendieron mi cuenta , por fin .

Creo que han seguido malas prácticas por los innumerables intentos de cierre que pedí, que solicité y el enlace nunca llegó para que siguiera jugando . Obviamente estos hechos ya los he puesto en conocimiento de la ordenación del juego para que tramiten la denuncia.

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Dear benji3344,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

Before we proceed, I would like to clarify the difference between closing an account and self-exclusion.

Closing an account is a straightforward process that typically has minimal consequences. The player usually retains the ability to reopen the account at any time, and the casino has no obligation to prevent this. In fact, the casino may even attempt to retain the player by offering bonuses or other promotional offers.

On the other hand, self-exclusion due to a gambling problem is a responsible gambling measure with significant implications. Once a player successfully requests self-exclusion for gambling-related reasons, the casino is expected to prevent access to the account and should not reopen it, except under very specific circumstances.

To help me better understand your case, could you please clarify a few points?

• Could you please confirm when you first requested the account closure or self-exclusion?
• Did you explicitly request self-exclusion due to a gambling problem, or did you only ask the casino to close your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The first time I requested closure was on May 6, 2026. On May 18, 2026, I asked them to close my account permanently because I was spending too much time and money. They told me I had to do it myself, and I mentioned that I never received the confirmation email to close my account permanently. This process dragged on until May 26, 2026, until, in the same conversation, I asked them three times to please close the account because they hadn't sent me the confirmation email, something they had never done since I had sent the self-exclusion link from the beginning, and the confirmation email never arrived.

La primera vez que pedí el cierre fue el 06/05/2026, el dia 18/052026 pido que cierren mi cuenta definitivamente porque estoy gastando mucho tiempo y dinero , me dicen que tengo que hacerlo yo y les comento que nunca llega el correo de confirmación para poder cerrar mi cuenta definitivamente ,este proceso se alarga hasta el 26/05/2026 hasta que en la misma conversación le pido hasta en 3 veces que cierre la cuenta por favor porque no me mandan el email de confirmación, cosa que no han hecho nunca pk desde el principio mande el enlace para autoexcluirme y nunca llegó el correo de confirmación

Dear benji3344,

Thank you very much for your reply.

Could you please send me a copy of the email(s) or any other communication in which you requested the closure of your account, particularly your request from May 18, 2026, when you informed the casino that you wanted to close your account because of your gambling problem?

If possible, please also send any communication related to the casino's response and the eventual closure of your account.

You can attach the documents directly to this complaint thread or send them to [email protected].

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear benji3344,

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.

Hello, I'm attaching all the screenshots of the chat requesting the permanent closure of my account. They didn't send me the confirmation to exercise my self-exclusion, and I tried several times, which is why I've reported them for not respecting responsible gambling, requesting the recovery of the funds since I requested the permanent closure of my account.

They only rushed to reply to my email when I told them I had reported them.

They rely on the terms and conditions, but not providing the self-exclusion link or closing the account after many requests is part of a questionable behavior.

Hola, te adjunto todas las capturas de pantallas del chat pidiendo el cierre definitivo de mi cuenta , ellos no me enviaron la confirmación para poder ejercer mi autoexclusion y lo intenté varias veces por eso los he denunciado por no respetar el juego responsable , pidiendo la recuperación de los fondos desde que pedí el cierre definitivo de mi cuenta . 

Solo se apresuraron a responderme al correo cuando les dije que les habia denunciado. 

Ellos se amparan en los términos y condiciones, pero no facilitar el enlace de autoexclusion ni el cierre de la cuenta tras muchas solicitudes forma parte de un comportamiento poco cuestionable .

I'm still taking screenshots

Sigo con las capturas

Dear benji3344,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

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 Oscarspins 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."

Please send another email to [email protected] or [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Karla M.

Dear benji3344,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru