Goldspin Casino - La cuenta del jugador no se ha cerrado después de una solicitud de autoexclusión.

I told you to block my account because I have a gambling addiction, on November 1, 2024, in an email. Please refund me the €200 I deposited on March 20, since I told you you were closing my account for gambling addiction. I've attached screenshots.

Les dije que me bloquearais la cuenta porque tengo una adicción al juego, el 1 de noviembre de 2024 en un correo electrónico. Rembolsarme los 200€ que ingrese el 20 de marzo ya que os dije que me cerráis la cuenta por adicción al juego.Os adjunto capturas.

Dear juanlopxzz7,

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.

Have you received any response from the casino back in November when you requested to be self-excluded?

Have you tried contacting the casino customer support more than once, or through several different channels?

Have you passed the full KYC verification?

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

I didn't receive any response in November.

Yesterday I spoke to them on live chat to block the account and I wrote to them today for a refund and according to their terms and conditions they do not refund money.

If I have passed the KYC verification

No recibí ninguna repuesta en noviembre.

Si les hablé ayer en el chat en vivo para que bloquearan la cuenta y les he escribido hoy para el reembolso y según sus términos y condiciones no reembolsan dinero.

Si he pasado la verificación kyc

Have you contacted the casino anytime between November 1 and March 20?

Yes, I contacted them on November 1st and March 21st.

Si me puesto contacto con ellos el 1 de noviembre y el 21 de marzo.

Dear juanlopxzz7,

After reviewing your case, I regret to inform you that we are unable to proceed with your complaint, as it does not meet the necessary criteria for resolution.

It appears that you sent a single email requesting the closure of your account, but there was no follow-up communication or use of alternative channels available at the casino to ensure your request was properly processed. In cases like this, it is important for players to take proactive steps, such as following up on their request or reaching out through other available support options if no response is received.

Unfortunately, without further effort to confirm the closure of your account, your complaint does not meet the necessary criteria for a refund. As a result, we must consider the case unjustified.

I appreciate your understanding.

Best regards,

Veronika