Spin Fever Casino - Das Spielerkonto wurde erst nach anhaltenden Beschwerden geschlossen.

Ladies and Gentlemen

I hereby reiterate my complaint regarding the handling of my request to close my account and to delete my personal data in accordance with the GDPR.

Despite my repeated, clearly worded requests in the support chat to close my account and delete my data, these requests were ignored. As a result, I was still able to make deposits and gamble away money, causing me significant financial loss.

Only after I repeatedly complained about this situation was my account finally blocked – however, without adequately responding to my original request or implementing it within the given timeframe.

I therefore demand a full refund of all amounts I have lost since my initial request to close the account and delete my data.

Furthermore, it is unacceptable that my repeated inquiries in the chat are currently only answered with references to the support email, without any actual processing or feedback.

I request a prompt clarification and statement regarding this incident.

Sehr geehrte Damen und Herren,

hiermit möchte ich erneut meine Beschwerde über den Umgang mit meiner Anfrage zur Kontoschließung sowie zur Löschung meiner personenbezogenen Daten gemäß DSGVO vorbringen.

Trotz meiner mehrfachen, eindeutig formulierten Aufforderung im Support-Chat, mein Konto zu schließen und meine Daten zu löschen, wurde dieser Aufforderung nicht nachgekommen. In der Folge war es mir weiterhin möglich, Einzahlungen zu tätigen und Geld zu verspielen, wodurch mir ein erheblicher finanzieller Schaden entstanden ist.

Erst nachdem ich mich wiederholt über diesen Sachverhalt beschwert habe, wurde mein Konto schließlich gesperrt – jedoch ohne auf meine ursprüngliche Anfrage angemessen zu reagieren oder diese fristgerecht umzusetzen.

Ich fordere daher die vollständige Rückerstattung aller Beträge, die ich seit meiner ersten Aufforderung zur Kontoschließung und Datenlöschung verloren habe.

Zusätzlich ist es nicht akzeptabel, dass meine erneuten Anfragen im Chat aktuell lediglich mit Verweisen auf die Support-E-Mail beantwortet werden, ohne dass eine tatsächliche Bearbeitung oder Rückmeldung erfolgt.

Ich bitte um eine zeitnahe Klärung und Stellungnahme zu diesem Vorfall.

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Dear PK3112,

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear PK3112,

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,
Veronika
Casino.Guru