Spinit Casino - Igrač traži pomoć nakon što je nalog odobren.

Good evening, while I have declared my gambling addiction to the Adonio NV group, they allowed me to open an account and lose €750, could you help me?

Καλησπέρα ενώ έχω δηλώσει στον όμιλο κουρασαο Adonio n.v εθισμό στον τζόγο μου επέτρεψαν να ανοίξω λογαριασμό και να χάσω 750€ θα μπορούσατε να με βοηθήσετε;

Dear Kallioi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise 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?

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 Spinit 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 support@spinit.com (you can include me in the copy at tomas@casino.guru) 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,

Tomas

I requested a ban on 6/28/24 and that was the last day the deposits were made. I have emailed the casino and they replied that they will check it and let me know. The casino account has been banned

Ζήτησα αποκλεισμό στις 28/6/24 και ήταν και η τελευταία ημέρα που έγιναν οι καταθέσεις. Έχω στείλει εμαιλ στο καζίνο και μου απάντησαν ότι θα το ελέγξουν και θα με πάρουν ενημερώσουν. Ο λογαριασμός στο καζίνο έχει αποκλειστεί

Thanks for your reply and the update.

For us to consider your refund claim, we'll need to review evidence of your attempts at seeking player protection and the responses from the casino/operator.

Please share evidence to support your complaint to my email at tomas@casino.guru

Looking forward to your reply.

Dear Kallioi,

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.

Shouldn't the adonio nv group have protected me since I have requested exclusion from most of its casinos due to addiction?

Ο όμιλος adonio n.v δέν έπρεπε να με προστατέψει από την στιγμή που στα περισσότερα από τα καζίνο του έχω ζητήσει αποκλεισμό λόγο εθισμού;

Without evidence of any kind, we might not pursue the case.

If you have a self-exclusion active in other online casinos from the same casino group, this doesn't necessarily mean it will extend to other casinos of the same group. Anjouan-licensed casinos don't mandate extending the self-exclusion due to gambling problems to associated brands.

Please let me know if there is any evidence that the casino should have protected you; otherwise, the complaint will be closed at this point.

My email is tomas@casino.guru

Looking forward to your reply.

Dear Kallioi,

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,
Tomas
Casino.Guru