Spinorhino Casino - Запрос игрока на закрытие учетной записи игнорируется.

I am filing a complaint against SpinoRhino Casino for violating responsible gambling rules.

On March 3rd, I requested account closure due to gambling addiction. Instead of closing my account, on March 4th they suggested setting deposit limits.

Because they failed to act, I continued gambling and lost €450 on March 8th.

This loss occurred after my self-exclusion request and is the casino’s responsibility.

I request a full refund of €450.

Nikolaos K.

[email hidden by Casino Guru]

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Dear makelios6,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the original uncropped account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I have sent them to your email.

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Hello makelios6,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear makelios6,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected].

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

No, there is nothing.

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Thank you for your reply and patience, makelios6. I would greatly appreciate it if you could forward me the same evidence you provided to Veronika, as I do not have access to her emails. You can reach me at [email protected]. I understand that this may cause some inconvenience, and I sincerely appreciate your assistance in this matter.

I sent them to you.

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