Sombrero Spins Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Dear Casino Guru Team,

I am contacting you because I have a serious problem with the online casino "SombreroSpin" and need your assistance.

I made several deposits on this platform. However, at no point was it clear and transparent to me exactly who the provider was and under what legal framework the services were provided.

What's particularly problematic is that I explicitly asked the provider to close my account and prevent further deposits. This request was ignored. Despite my clear request, I was still able to make deposits.

In my view, this represents a significant failure on the part of the provider, as no measures were taken to protect the customer.

Furthermore, I received no clear overview of my transactions nor any comprehensible explanation of the services provided. The provider appears opaque and difficult to contact overall.

I have already tried to contact the provider directly, but without a satisfactory solution.

For these reasons, I ask you:

to review my case

to contact the provider

and to support me in reclaiming my deposited funds

I am prepared to provide all evidence such as transaction summaries, email histories and other relevant information.

I request a prompt resolution to my request and thank you in advance for your support.

Best regards

Enver

Sehr geehrtes Casino-Guru-Team,

ich wende mich an Sie, da ich ein ernstes Problem mit dem Online-Casino „SombreroSpin" habe und Ihre Unterstützung benötige.

Ich habe auf dieser Plattform mehrere Einzahlungen getätigt. Allerdings war für mich zu keinem Zeitpunkt klar und transparent ersichtlich, wer genau der Anbieter ist und unter welchen rechtlichen Rahmenbedingungen die Dienstleistungen erbracht werden.

Besonders problematisch ist, dass ich den Anbieter ausdrücklich darum gebeten habe, mein Konto zu schließen und weitere Einzahlungen zu verhindern. Diese Aufforderung wurde jedoch nicht umgesetzt. Trotz meines klaren Wunsches konnte ich weiterhin Einzahlungen vornehmen.

Aus meiner Sicht stellt dies ein erhebliches Versäumnis des Anbieters dar, da keine Maßnahmen zum Schutz des Kunden ergriffen wurden.

Zusätzlich habe ich keine klare Übersicht über meine Transaktionen sowie keine nachvollziehbare Darstellung der erbrachten Leistungen erhalten. Der Anbieter wirkt insgesamt intransparent und schwer erreichbar.

Ich habe bereits versucht, den Anbieter direkt zu kontaktieren, jedoch ohne eine zufriedenstellende Lösung.

Aus diesen Gründen bitte ich Sie:

meinen Fall zu prüfen

den Anbieter zu kontaktieren

und mich bei der Rückforderung meiner eingezahlten Gelder zu unterstützen

Ich bin bereit, sämtliche Nachweise wie Transaktionsübersichten, E-Mail-Verläufe und weitere relevante Informationen zur Verfügung zu stellen.

Ich bitte um eine schnelle Bearbeitung meines Anliegens und danke Ihnen im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Enver

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Dear Enver,

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 specify the reason for closing your account? Additionally, would you be so kind as to 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.

Regarding your request for a transaction report, we are unable to assist you. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Enver,

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