KingSpin Casino - La cuenta del jugador no ha sido autoexcluida.

I have reported GA and my account is closed on their sister site Hotslots and the site has the same licence as this one. They allowed me to deposit and play and that is against their licencors terms. I want my deposits back.

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Dear kdkd,

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 KingSpin 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

I have only self excluded myself from their other casino Hotslots due gambling addiction.

Please note that KingSpin Casino operates under a license issued by the Curaçao GCB. At this time, it is not possible to self-exclude from all Curaçao-licensed casinos at once. It is the player’s responsibility to request self-exclusion separately at each individual casino, including those belonging to the same casino group.

Since you did not inform KingSpin Casino of gambling addiction and did not request self-exclusion directly from this casino, we are unfortunately unable to assist you with a refund request related to this matter.

Please let me know whether your casino account is still accessible. If so, we can guide you on how to properly request self-exclusion from KingSpin Casino to help prevent further issues.

Publish my review

Please note that reviews are approved by a separate department, not by the Complaint Resolution Center. While you have a complaint in progress with a particular casino, any review about the same casino cannot be approved. This policy ensures that all reviews remain fair and that an ongoing investigation does not unduly influence the review.

Once your complaint is closed, the dedicated review team will assess your review to ensure it complies with our Terms and Conditions. If it meets the requirements for publication, it will then be published.

Now, please let me know if you need assistance with requesting self-exclusion from KingSpin Casino. Thank you for your cooperation.

Dear kdkd,

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