Spin Casino - La autoexclusión del jugador ha sido ignorada.

I permanently self excluded over 2 years ago from Jackpot City, spincasino is a sister site and should have also been immediately excluded yet I signed up with the same email and personal details deposited twice.than on the second deposited they picked it up and excluded me after I had lost $70 than after speaking to them via email they took down a permanent self exclusion and let me continue to gamble again and loose $300 plus. Looking back in have also been able to sign up to other sister sites and gambled. A permanent exclusion is that permanent... and cant be revered under any circumstances. Since than I have emailed multiple times with zero response.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please forward me the self-exclusion request that you sent to JackpotCity Casino two years ago, along with the casino's confirmation of your self-exclusion? My email address is veronika.f@casino.guru.
• Were you informed by JackpotCity Casino's customer support that the self-exclusion also applies to their sister sites?
• Have you ever requested to be self-excluded from Spin Casino directly? If so, please forward me the account closure or self-exclusion request that you sent to the casino.
• Did Spin Casino block your account after you contacted them and informed them about your self-exclusion at JackpotCity, or did they block your account without any action on your part?
• When was the last time you logged into your Spin Casino account?

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

Sadly I don't have any documents proof. I deposited twice and played than they automatically blocked the account because they picked up the other self exclusion from years ago... I finaly got a response that they blocked it because I had self excluded from Jackpot city, I had money still in spin casino so I was trying to get a refund after a week they responded and said they could take off the permanent exclusion and I could play with the funds I had deposited which I did than continued to deposit and loose money... I.had permanently self excluded that should be permanent and shouldn't have been revoked at any cost?

Thank you for the clarification. You mentioned that Spin Casino identified your previous self-exclusion from JackpotCity and blocked your Spin Casino account as a result. Could you please forward me the email correspondence or any other evidence you have showing that:

1. Spin Casino confirmed that your account was blocked because of your previous permanent self-exclusion from JackpotCity; and
2. Spin Casino subsequently informed you that the permanent self-exclusion could be removed and allowed you to continue gambling.

Unfortunately, we won't be able to continue investigating your case if you no longer have the original emails, as there is insufficient evidence.

Dear Sarahbeau,

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