Spinfellas Casino - Der Rücktritt des Spielers wurde gegen seinen Willen rückgängig gemacht.

I previously requested that the reverse withdrawal option be deactivated on my account for responsible gambling reasons.

Despite my request, the feature remained active and I was able to cancel my withdrawal and continue playing.

I believe this constitutes a failure to implement the responsible gambling measure I expressly requested. I request a formal review of this case and an investigation into the losses incurred after the withdrawal was cancelled, with the aim of obtaining a refund.

Solicité previamente que se desactivara en mi cuenta la opción de cancelar retiradas ("reverse withdrawal") por motivos de juego responsable.

A pesar de mi solicitud, la función siguió activa y pude cancelar mi retirada y continuar jugando.

Considero que esto supone un fallo en la aplicación de la medida de juego responsable que solicité expresamente. Solicito que este caso sea revisado formalmente y que se investiguen las pérdidas realizadas después de cancelar la retirada para una posible devolución

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 sorry to hear about your issues at Spinfellas Casino.

I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

Could you please confirm whether you have stated any gambling-related problems or if you have requested a self-exclusion from the casino?

Thank you in advance for your reply.

Best regards,

Attila

I asked via chat to remove the "cancel withdrawal" option as a responsible gambling feature. They told me to wait while they checked, and after a minute, they said it wasn't possible. I have screenshots. A few days later, the same agent told me via chat that it was possible, but only by sending an email. I have screenshots of that too. They wouldn't let me remove that option, and it caused me harm. If we can't reach an amicable agreement, I will take serious action.

Pedí en chat que quitarán la opción de cancelar retirada como juego responsable. Me dijo espera que lo consulto y tras 1 minuto me dijo que no se podía. Tengo capturas. Y a los días siguientes me dijo el mismo agente por chat que si se puede pero mandando un correo. Tengo capturas. No me dejaron quitar esa opción. Y me causó un prejuicio. Si no llegamos a un acuerdo amistoso voy a tomar serias medidas

Thanks for your reply.

I am sorry, but we don't consider such responsible gambling features as mandatory in online casinos, and we won't be able to pursue a refund request just based on the fact that you were allowed to cancel your withdrawal.

Since no gambling issues were disclosed, there is little we can accomplish at this point.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.