Spinsy Casino - El jugador solicita el cierre de su cuenta, pero esta permanece abierta.

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Dear felixkammerer,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

I forwarded all emails

Habe alle Mails weitergeleitet

The email address does not exist; I am receiving a delivery error.

die email adresse existiert nicht ich bekomme einen delivery error

Hello felixkammerer,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your response, felixkammerer. May I kindly ask if you could double-check the email address you used? I can confirm that there are no restrictions or blocks on my email account, and I receive numerous emails throughout the day. If possible, could you please resend the evidence? Alternatively, you might consider posting it here. Your assistance is greatly appreciated.

I sent the email again.

Habe email nochmal geschickt

Regrettably, I have not yet received any emails from you. If possible, please share screenshots in this thread so we can move forward with addressing this complaint. Thank you for your understanding and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear felixkammerer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina