SpinTexas Casino - El jugador no puede cerrar su cuenta de forma permanente.

The casino refuses to close my account. i asked them to close for multiple reasons, including addiction, and they don't allow me to close it for longer than 30 days. i have a problem with gambling, i dont want the account back in 30 days. i just want to close this account permanently and they completely refuse. even when asked point blanc the support told me there was no way to close the account for longer than 30 days

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Dear aimstar,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"U5.2 Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated."

To better understand your case, could you please clarify a few points?

Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.

Did the casino ask you to complete or confirm any self-exclusion request as described in its Responsible Gambling Policy? If so, did you complete that step?

Could you please confirm whether you currently have access to your casino account, or is it still inaccessible?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear aimstar,

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,
Karla
Casino.Guru