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On three separate occasions, I requested self-exclusion from my account via email due to issues with the game. Despite this, my account was neither blocked nor restricted, allowing me to continue playing. As a direct result, I have suffered significant financial losses amounting to approximately €9,600. I request a refund of the money I have spent since requesting self-exclusion.

En tres ocasiones diferentes, solicité por correo electrónico la autoexclusión de mi cuenta debido a problemas con el juego. A pesar de ello, mi cuenta no fue bloqueada ni restringida, lo que me permitió seguir jugando y, como consecuencia directa, he sufrido pérdidas económicas significativas que ascienden a aproximadamente 9.600 Pido el reembolso de mi dinero desde que pedí la autoexclusión

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Dear Diegui1xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

3.8 Self-exclusion request: you can contact the customer service via e-mail:

[email protected], and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

Hello, I've requested self-exclusion five times, and even this Monday I filed a complaint again, reiterating my request to self-exclude. I've sent you everything by email.

Muy buenas en cinco ocasiones pedí la autoexclusión incluso este lunes les he hecho la reclamación y les he vuelto a decir que quiero autoexcluirme. Te lo he mandado todo por correo electrónico

Dear Diegui1,

Thank you for your reply and for providing the previous details.

• Could you please clarify on which dates you sent your self-exclusion requests via email?
• Additionally, we kindly ask you to forward your initial self-exclusion request that you first sent to the casino.
• Did you receive any confirmation from the casino regarding your self-exclusion requests? If so, please include it as well.

Meanwhile, if your account is still open, please try to follow these instructions to close it:

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly.

Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings OnlySpins Casino,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (or permanently).

The reason behind my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed timeframe."

Please send another email to OnlySpins Casino and keep me informed about any further developments.

Thank you in advance.

Thank you again for your cooperation.

Dear Diegui1,

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.