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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:

support@onlyspins.com, 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 petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra