Spinanga Casino - В отношении учетной записи игрока были допущены ошибки, связанные с самоисключением.

I would like to file a complaint against Spinanga Casino for their failure to implement responsible gaming measures and their extremely poor handling of my self-exclusion requests.

I had previously requested self-exclusion from my account due to serious gambling issues. However, my account was subsequently reopened without my express consent, allowing me to return to playing and making further deposits.

When I became aware of the situation, I sent numerous emails to the casino requesting immediate permanent self-exclusion from my account, clearly specifying that I suffer from compulsive gambling problems and need to be protected from accessing the game. To date, I have sent at least five emails without receiving any concrete response, and my account has not been closed in a timely manner.

During this period, my account remained fully accessible, allowing me to continue depositing and playing, resulting in significant financial losses. Furthermore, the casino failed to take any immediate measures to protect me, despite being clearly informed of my vulnerable player status.

I believe this behavior represents a serious violation of responsible gaming principles. An operator receiving a request for self-exclusion based on gambling addiction should take immediate action to prevent further access and deposits.

For these reasons, I ask Casino Guru to examine the case and invite the casino to:

Confirm the immediate permanent self-exclusion of my account;

Provide an explanation for reopening the previously self-excluded account without my consent;

Consider a full refund of deposits after reopening the account and after repeated unanswered self-exclusion requests;

Verify compliance with the casino's responsible gaming procedures.

I have emails sent to the casino demonstrating the repeated self-exclusion requests and the failure to promptly address the issue.

Desidero presentare un reclamo nei confronti di Spinanga Casino per la mancata applicazione delle misure di gioco responsabile e per la gestione estremamente carente delle mie richieste di autoesclusione.

Avevo già richiesto in passato l'autoesclusione del mio account a causa di gravi problematiche legate al gioco d'azzardo. Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso espresso, consentendomi di tornare a giocare e a effettuare ulteriori depositi.

Quando mi sono reso conto della situazione, ho inviato numerose email al casinò richiedendo l'immediata autoesclusione permanente del mio account, specificando chiaramente di soffrire di problemi di gioco compulsivo e di aver bisogno di essere protetto dall'accesso al gioco. Ad oggi ho inviato almeno cinque email senza ricevere alcuna risposta concreta e senza che il conto venisse chiuso tempestivamente.

Durante questo periodo il mio account è rimasto pienamente accessibile, permettendomi di continuare a depositare e giocare, con conseguenti perdite economiche significative. Inoltre, il casinò non ha adottato alcuna misura immediata per tutelarmi nonostante fosse stato chiaramente informato della mia condizione di giocatore vulnerabile.

Ritengo che tale comportamento rappresenti una grave violazione dei principi di gioco responsabile. Un operatore che riceve una richiesta di autoesclusione motivata da problemi di dipendenza dal gioco dovrebbe intervenire immediatamente per impedire ulteriori accessi e ulteriori depositi.

Per questi motivi chiedo che Casino Guru esamini il caso e inviti il casinò a:

Confermare l'immediata autoesclusione permanente del mio account;

Fornire una spiegazione in merito alla riapertura dell'account precedentemente autoescluso senza il mio consenso;

Valutare il rimborso integrale degli importi depositati dopo la riapertura dell'account e dopo le ripetute richieste di autoesclusione rimaste senza risposta;

Verificare il rispetto delle procedure di gioco responsabile adottate dal casinò.

Sono in possesso delle email inviate al casinò che dimostrano le ripetute richieste di autoesclusione e la mancata gestione tempestiva del caso.

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.

• When was the first time you requested to be self-excluded from this casino? Please forward me the original self-exclusion request, along with the casino's confirmation that your account was closed, at [email protected]. Kindly include the full original email threads, not just screenshots.
• When exactly did you become aware that the casino had reopened your account? Was it reopened automatically, or did you have to request that it be reopened?
• Is your account currently closed, or are you still able to access it?
• Have you completed the full KYC verification process at this casino?

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