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I sent a message on 12/25 saying I want to close my account but haven't received a response....have made deposits for 1600 sek and still haven't closed it

Har skickat i den 25/12 om att jag vill stänga mitt konto men ha inte fått svar....ha gjort insättningar för 1600 sek och fortfarande inte stängt den

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Dear Sussi89,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hi, yes I have asked twice if they can close but unfortunately I don't have any emails left that I have sent and the chats are gone so that was stupid.

Hej ja ha frågat 2 ggr om dom kan stänga men tyvärr ha inte kvar mejl som jag ha skickat och chattarna är borta så de va ju dumt

I want to close because I have a gambling problem but don't have a deposit limit? I asked about them please [redacted by Casino Guru]

Jag vill stänga då jag har spelproblem men don ha ingen insättningsgräns? Ha frågat om de mvh [redacted by Casino Guru]

Dear Sussi89,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings YoyoSpins Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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 period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Attila

Dear Sussi89,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Sussi89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sussi89, could you please update us on the current status of your account? Have you received any communication from the casino?

Best regards,

Attila

Hi, I received a response from them that they are closing for 30 days. I sent you an email about this. I would have liked the casino to close me permanently as I no longer want to have an open account there. Then I would like to have some of what I have deposited. I lost a little because they did not help me close it. I think it is part of the casino's obligation to have rules about deposits etc. That you have been ignored and that they want you to lose more money before they close?

Hej ha fått svar från dom att dom stänger de med 30 dagar framåt. Skickade mail till dig om detta. Hade gärna velat att casinot stängde mig permanent då jag inte längre vill ha ett öppet konto där. Sen att jag skulle vilja ha en del av det ja ha satt in .Förlorat lite pågrund av att dom inte ha hjälpt mig att stänga den. Tycker det är en del av casinons skyldighet att ha regler kring insättningar m.m. Att man ha blivit ignorerad samt att dom vill att man ska förlora mer pengar innan dom stänger?

I would like to change the amount I originally requested and it is 2000 SEK instead of 1600 SEK. They can check if they have deposited more than that. I think they owe me the money [redacted by Casino Guru]

Skulle vilja ändra det beloppet på jag begärde från början och de är 2000 kr istället för 1600 kr. Dom kan kolla upp ha satt in säkert mer än de.Tycker dom är skyldiga mig de mvh [redacted by Casino Guru]

Dear Sussi89, thank you for your response. Would you be so kind as to forward your correspondence with the casino that confirms they will only be closing your account for a period of 30 days?

Thank you for your patience and cooperation.

Have emailed you that mvh [redacted by Casino Guru]

Har mejlat dig det mvh [redacted by Casino Guru]

Dear Sussi89,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you so much for all your help, have a great day 🙏🙏🙏 [redacted by Casino Guru]

Tack så jättemycket för all din hjälp ha de så bra🙏🙏mvh [redacted by Casino Guru]

Dear Sussi89,

I am sorry to hear about your problem with YoyoSpins Casino.

I will now try to contact a YoyoSpins Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a YoyoSpins Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Absolutely..thank you very much [redacted by Casino Guru]

Absolut ..tack så mycket mvh [redacted by Casino Guru]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Yes, I hope they respond and do the right thing.

Ja hoppas dom svarar och gör rätt för sig

Dear Sussi89,

I have repeatedly tried to contact the YoyoSpins Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor