Hi I have a complaint to make it have been asking this casino to close my account over and over due to keep returning to spend i have asked and asked knowing I will spend money i havent got but there get offering little gifts then I hand enough and needed to close my account so then they started to ignore and this was my so called vip manager
I want all the money i spent from the after the time I requested to close my account
Hello, I do not fully understand you here. Can you elaborate a bit?
You're probably worried because the casino didn't close your account when you asked. But such situations are, sadly, not that easy. Could you please explain why you made that request and how you specifically formulated it?
Furthermore, what procedure is specified in the casino's terms?
We can then look into details.
I stated that I was spending to much due to gambling addiction
I see, and I'm sorry to hear that.
Did you specifically ask the casino to close your account due to gambling addiction, please?
Furthermore, what procedure has the casino stated in the rules? I'm asking because if you made your request clearly and in accordance with the rules, the casino should act without unnecessary delay.
However, situations can become complex when there is a remaining balance in the account.
I hope your account has been closed, and I will be back for more information on Friday.
I asked over ten times and they do anything to keep open my account was verified but they was asking for loads more id to close which is strange considering I was already verified. I have all proof emails asking and asking to close. Its still open one person stated cant u just close money and it was like Thursday
I sense we are getting into the core. Thank you.
It is not unlikely that the casino acknowledged your request, but in order to prevent you from future registration, your account needs to be fully verified; thus, more documents may be needed.
I would, however, expect the casino support to explain this to you clearly. If there is not much left in your account, it would make sense to block it, fully verify you and then self-exclude you.
Since I do not know the details, I'm still asking, though.
Do you think you are able to make deposits or play, or can you only access the account while undergoing the additional verification? What did the casino specifically tell you regarding your request, please?
Yes I have lost another 350 today and I have emailed and all they do is offer spins to keep you going and spending even after being told I have a problem many times very unsafe as I have withdrawn money in the past and that usually harder then closing on most sites so I know this has mad me spend a 1000 pounds more then I wanted but the kept on giving knowing I needed and wanted to stop
I can send the emails ive been spending i have tried to reach out to there licensed for an adr but had no response
Does not sound good at all.
If you are convinced you made the statements clear and in accordance with the casino's rules and they still did not close the account and offered bonuses instead, I would recommend another complaint about the self-exclusion request.
I believe you know how, so please take that chance again. My colleague will once again ask you to show the proofs, and then he will confront the casino. Are you going to complain, please?
I will send proof
Then please lodge the complaint. I hope we will be able to help out.
I have logged one
Actually, I see that none have been submitted against the Super Spin casino.
How do I log a complaint i have lost loads and they won't close can I reclaim my money due to them ignoring my request even when stating I have a problem
Hello, no worries, please.
You may access the complaint in more than one way:
1) in your Caino Guru account: dashboard - complaints
2) using link in your email
3) or directly by clicking/tapping this link 👈
Let me know if you managed to update the complaint, okay?
I am able to still deposit days after my request informing them I wish to close my account I have made a number of complaints that have been ignored and even emails to the licensing website but still able to deposit and account still open. This is very unsafe and cost people loads of money who want to stop gambling but are ignored
Can i close
Hello, I do not fully get it. Why close the complaint if the casino still has your account open?
As you said, "This is very unsafe and cost people loads of money who want to stop gambling but are ignored", yet the moment you closed the complaint, the matter was closed too, and there will be no further actions. We can't help you if you choose to step back.
I get this is a challenging position and you have every right to quit; I wanted those consequences to be clear though.
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