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Complaint – My account reopened after permanent self-exclusion without my consent

I would like to file a complaint about Spinanga Casino.

I had previously requested permanent self-exclusion from my account because I suffer from a serious gambling addiction. My request was motivated solely by the need to protect my health and prevent me from continuing to gamble.

Despite this, my account was later reopened without my consent. After the reopening, I was able to make deposits and play again, but suffered further financial losses.

I believe this behavior is extremely serious and contrary to the principles of responsible gaming. A gaming operator should respect a request for self-exclusion, especially when it is motivated by a compulsive gambling problem.

I subsequently requested the permanent closure of my account again and a refund of all deposits made after the unauthorized reopening, but the situation was not resolved.

I therefore ask Casino Guru to examine my case and help me obtain:

the recognition of the error committed by the casino;

a refund of all deposits made after reopening my account;

confirmation of the permanent self-exclusion of my account;

the cessation of any promotional communications towards me.

I am available to provide all the evidence I have, including emails, chats with support, confirmations of previous self-exclusion, and deposit history after reopening my account.

Reclamo – Riapertura del mio account dopo autoesclusione permanente senza il mio consenso

Desidero presentare un reclamo nei confronti di Spinanga Casino.

In passato avevo richiesto l’autoesclusione permanente del mio account perché soffro di una seria dipendenza dal gioco d’azzardo. La mia richiesta era motivata esclusivamente dalla necessità di tutelare la mia salute e impedirmi di continuare a giocare.

Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso. A seguito della riapertura ho potuto nuovamente effettuare depositi e giocare, subendo ulteriori perdite economiche.

Ritengo che questo comportamento sia estremamente grave e contrario ai principi di gioco responsabile. Un operatore di gioco dovrebbe rispettare una richiesta di autoesclusione, soprattutto quando è motivata da una problematica di gioco compulsivo.

Successivamente ho nuovamente richiesto la chiusura permanente del mio account e il rimborso di tutti i depositi effettuati dopo la riapertura non autorizzata, ma la situazione non è stata risolta.

Chiedo pertanto che Casino Guru esamini il mio caso e aiuti a ottenere:

il riconoscimento dell’errore commesso dal casinò;

il rimborso di tutti i depositi effettuati dopo la riapertura del mio account;

la conferma dell’autoesclusione permanente del mio account;

la cessazione di qualsiasi comunicazione promozionale nei miei confronti.

Sono disponibile a fornire tutte le prove in mio possesso, comprese email, chat con l’assistenza, conferme della precedente autoesclusione e lo storico dei depositi effettuati dopo la riapertura dell’account.

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’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas