SpinMills Casino - Spillerens anmodning om lukning af konto blev ignoreret.

Good morning, this casino persecutes people, especially when they realize that they are dealing with people with gambling addiction problems.

I asked them twice to close my account. Twice this request was accepted, but within a few minutes I was able to reopen the account both times.

This last time I made it very clear that I didn't want the option of being able to reopen, i.e. I wanted them to close the account PERMANENTLY!!!! They didn't!!! Because I reopened my account again in a few minutes! I lost another €325 and now I want to get that money back! These people must be held accountable!!!!

It goes without saying that it takes dozens of emails to close the account, dozens of emails trying to dissuade the decision to close!

They don't respect the rules of their own license! They don't deserve the license they have!

This is a warning to anyone who is ever going to play here!

Bom dia, este casino persegue as pessoas, principalmente aquando percebem que estão perante pessoas com problemas de adição de jogo.

Pedi por duas vezes para encerrarem a conta. Por duas vezes esse pedido foi aceite, mas em poucos minutos consegui reabrir a conta pelas duas vezes.

Está última vez eu fui bem explícita que não queria ter a opção de poder reabri, ou seja queria que encerrassem a conta PERMANENTEMENTE!!! Não o fizeram!!! Porque eu reabri de novo a minha conta em poucos minutos! Perdi mais 325€ e agora quero que reaver esse dinheiro! Essas pessoas têm de ser responsabilizadas!!!!

Falta dizer que para encerrarem a conta são precisos dezenas de emails, são dezenas de emails a tentar dissuadir a decisão de encerramento!

Não respeitam as regras da sua própria licença! Não são merecedores da licença que têm!

É um aviso a quem vai algum dia jogar aqui!

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 your complaint. I am truly sorry about your negative experience with SpinMills Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning, after I sent emails asking them why they had reopened my account, even after I had requested a permanent closure, they closed the account again and never gave me an answer, neither to the email nor to the request to be reimbursed for the amount of money I had deposited after they had reopened my account.

I'll send a transcript of the conversations to your email.

Bom dia, após ter enviado emails a confrontar o porquê de terem reaberto a minha conta, mesmo depois de ter pedido um encerramento permanente, ele voltaram a encerrar a conta e nunca me deram a uma resposta, nem ao email nem ao pedido de ser ressarcida do valor em dinheiro que depositei após me terem reaberto a conta..

Vou enviar transcrição das conversas para o seu email.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

In order for us to proceed with this complaint, could you please forward your self-exclusion request directly to my email?

I look forward to your reply.

Dear Miidelgado,

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,
Attila
Casino.Guru