HeroSpin Casino - La cuenta del jugador ha sido reabierta sin su consentimiento.

Hi there,

I had an account with this Casino for which I decided I needed a break from gambling so I requested my account be closed.

I received the email which accepted this requested and my account was blocked indefinitely.

I then received an email with a bonus promotion to which I realised they had re opened my account without my request.

I had no access to other forms of gambling so my addiction consumed me and I made Thousands of dollars worth of deposits.

I then asked my account to be closed again and raised the issue as to why my account was re opened.

I was ignored with this question and was told you will receive no refund.

I feel like this is a terrible act for a caisno who needs to take responsible gambling seriously.

Can you plead investigate as to why my account was re opened after without me asking and why this casino seems to think that gaming addiction is not a serious problem.

I have attached the link with the casino and screenshot to them denying my request.

This isn’t a complaint about deposits or withdrawals this is a complaint against a Law and they should be investigated for breaking it.

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Dear wcqm6bgghc,

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 account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear wcqm6bgghc,

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,
Veronika
Casino.Guru