Spinplatinum Casino - La solicitud de cierre de la cuenta del jugador se ha retrasado.

The casino doesn't reply to my emails requesting that my account be closed due to a gambling addiction. I've sent several emails and so far I've had no response. In the chat they say that the problem will be solved and nothing happens. Several weeks have passed and I still have no information.

The casino doesn't seem to want to close the account and that's really hurting me.

O casino não responde aos meus e-mails solicitando o pedido de encerramento de conta devido a um vício de jogo. Já enviei vários e-mails e até agora não obtive qualquer resposta. No chat dizem que o problema vai ser resolvido e nada acontece. Já passaram várias semanas e continuo sem nenhuma informação.

O casino parece não querer encerra a conta e isso está a ser muito prejudicial para mim.

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Dear Jorgesilva26,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Spinplatinum.com, he/she needs to contact us on the following email address: customercare@spinplatinum.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Dear Jorgesilva26,

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,
Kristina
Casino.Guru