Spinfellas Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

They won't close my account. I've already sent six emails requesting that they close my account, stating that I have a serious gambling addiction, but they haven't responded, which I consider very serious.

They used to respond to everything, but when it comes to closing an account, they don't seem to want to do it. In the chat, they told me they had sent a note to support about this case, but it seems they're not even bothering to close my account.

I ask Guru to take note of this matter.

Also tell Guru that the retreats are €2000 per week and therefore €8000 per month, not €20,000 as you have stated

No me cierran cuenta. He enviado ya seis correos para que cierren mi cuenta alegando que tengo graves problemas de adicción al juego pero no me responden lo que considero algo muy grave.

Antes respondian a todo pero si se trata de cerrar cuenta parece que no quieren hacerlo. En el chat me dijeron que habian enviado al soporte una nota sobre este caso pero parece que tampoco se molestan en cerrar mi cuenta.

Ruego a Guru tome nota de este tema.

Decirle tambie3n a Guru que los retiros son 2000 € a la semana y por lo tanto son 8000 € al mes y no 20.000 como teneis puesto

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 joberto,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I have reviewed the Self-exclusion policy, and I found this:

Self-Exclusion

You can close temporarily your account for the period that you want! 

Just send an email to support@spinfellas.com and request it!Then, our team will take care for it! 

After the end of the selected period, you have to contact to our support team and ask to re-open your account. 

When did you inform the casino about your gambling problem for the first time? Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello: this answer does not solve my request.

I asked six times to CLOSE MY ACCOUNT, which means I want a permanent closure, not a temporary one.

Could you please have your account at Spinfellas casino closed permanently due to your gambling addiction problems?

All the best

Hola: esta respuesta no esbla que soluciona mi peticion.

Yo pedi pir seis veces CERRAR MI CUENTA , lo que siginifica que quiero el cierre definitivo y no temporal.

Pudo por favor que la cuenta en el casino Spinfellas sea cerrada para siempre por tener problemas de adiccion al juego.

Un saludo

Thank you for your reply, joberto. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

My account has already been closed.

Ya han cerrado mi cuenta

Great news! Do I understand correctly that we can now consider this case resolved?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear joberto,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina