SpinBetter Casino - La solicitud de cierre de la cuenta del jugador está siendo ignorada.

Despite multiple requests, my account has not been closed, and all my emails are being ignored.

Trotz viieeeeeelfacher Aufforderung wird Konto nicht geschlossen und Mails alle ignoriert.

Dear TinoResch,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
• Could you please explain what the disputed amount of €10000 refers to in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas