Goldspin Casino - Spieler beantragt Rückerstattung nach Verzögerung durch Selbstausschluss.

Good day,

On December 17th at approximately 4:40 PM, I requested self-exclusion from the aforementioned online casino via email for the first time – for my own protection due to my gambling addiction. I stated the reason.

Since then, I have been able to deposit a further €220, which I would like to have refunded, as the self-protection measures were not observed.

I request immediate self-exclusion and a refund.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 17.12 um ca. 16:40 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte seitdem weitere 220€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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.

Dear Jason12,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day,

I have forwarded the email exchange to you. It shows that I requested self-exclusion on December 17th.

Thank you very much for your help.

Guten Tag,

den E-Mail Verlauf habe ich Ihnen weitergeleitet. Daraus ist zu erkennen, dass ich den Selbstausschluss am 17.12 beantragt habe.

Vielen Dank für Ihre Mithilfe.

Good day,

On December 21st, I again requested self-exclusion via email. Unfortunately, I haven't received a response yet, and my player account is still open. I was able to deposit another €145. Therefore, since my first email (December 17th) requesting self-exclusion (and citing gambling addiction as the reason), I have been able to deposit and gamble away a total of €365.

I request your cooperation in implementing the immediate self-exclusion, as well as a refund of the payments made after my email.

Thank you!

Guten Tag,

am 21.12 habe ich nochmals per E-Mail um einen Selbstausschluss gebeten. Leider kam bis jetzt keine Reaktion und mein Spielerkonto ist immer noch geöffnet. Ich konnte weitere 145€ einzahlen. Somit konnte ich seit der ersten E-Mail (17.12) in der ich um einen Selbstausschluss gebeten habe (und Spielsucht als Grund angegeben habe) insgesamt weitere 365€ einzahlen und verspielen.

Ich bitte um Mitwirkung bei Umsetzung des sofortigen Selbstausschlusses, sowie Erstattung der Einzahlungen, die nach meiner E-Mail vorgenommen wurden.

vielen Dank!

Good day,

My player account has now been closed, or rather, my self-exclusion has been implemented. Unfortunately, this is far too late. I still request a refund.

Thank you!

Guten Tag,

nun wurde mein Spielerkonto geschlossen bzw. der Selbstausschluss umgesetzt. Allerdings leider viel zu spät. Ich bitte weiterhin um Umsetzung der Rückerstattung.

Vielen Dank!

Hello Jason12,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your emails and for your patience while I was out of the office.

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?

Have you received any emails or notifications from the casino after your account was closed?

Good day,

On December 26, 2025, I received an email informing me that the account had been deactivated.

However, I already applied for self-exclusion on December 17th and have since been able to pay in a further €365. I request assistance in obtaining a refund.

Thank you!

Guten Tag,

am 26.12.2025 habe ich eine E-Mail mit der Info erhalten, dass das Konto deaktiviert wurde.

Den Selbstausschluss habe ich allerdings am 17.12 bereits beantragt und konnte seitdem weitere 365€ einzahlen. Ich bitte um Mithilfe bei Durchsetzung der Rückerstattung.

Vielen Dank!

To clearly illustrate the entire timeline again:

1. Email self-exclusion - 17.12.25 (no response)
2. Mail self-exclusion - 21.12.25

• Implementation of self-exclusion - 26.12.2025

During this period, in which my emails received no response, I was able to deposit €365. I therefore request a refund.

Um den ganzen zeitlichen Ablauf nochmals übersichtlich darzustellen:

1. Mail Selbstausschluss - 17.12.25 (keine Reaktion)
2. Mail Selbstausschluss - 21.12.25

• Umsetzung Selbstausschluss - 26.12.2025

In dieser Zeit, in der keine Reaktion auf meine E-Mails kam, konnte ich 365€ einzahlen. Ich bitte daher um Rückerstattung.

Dear Jason12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Jason12,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Can you please specify whether you have received any response or message from the casino during the time between your first request and account closure? After your response, I will invite the casino representative to the discussion.

Good day,

On December 26th, I received an email confirming that my account had been closed. I hadn't received anything before that.

Guten Tag,

am 26.12 habe ich eine E-Mail bekommen, in der bestätigt wurde, dass mein Konto geschlossen wurde. Davor nicht.

Dear Jason12,

thank you for your response.

Dear casino representative,

could you please check the case and explain the matter to us? According to the information available to us, the player has submitted a valid self-exclusion request on 17th of December. After taking the necessary processing times into consideration, we believe the player is entitled to a refund of 295 Euros.

Thank you in advance for providing us with your view of the issue. In case our views on the verdict differ, would you be able to provide us with the player's deposit history?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for notifying us!

We would like to highlight that the request has been referred to the relevant internal team for further review.

This response is provided for informational purposes only and does not constitute an admission of liability, acceptance of the claims raised, or confirmation of any remedy.

Your patience is greatly appreciated, and an update will be provided once our review has been completed.

Best regards,

GoldSpin Team

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation.