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Won't let me close account after I sent numerous emaiks

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Dear Buster642008

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Buster642008,

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.

Hi.

I sent an email last week to self exclude because I was spending too much and slots are terrible

They replied offering me an upgrade VIP status with personal manager

• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

If you believe yourself to be a vulnerable individual in need of protection from further gambling, I recommend you request a new self-exclusion due to gambling problems to the casino support via email at support@super-spin.com and separately to your VIP manager if you are in contact.

At the same time, include me in the copy of the email to tomas@casino.guru

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 Super Spin 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."

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

Please let me know about the result

Thanks Tomas great help. They finally responded and self excluded me.

They apologised for not self excluding me earlier only when I wrote a bad review did they respond.

Can I claim back all my deposits in that timeframe when they ignored my email for one week

Thanks for the update.

We can only pursue refunds in cases where the gambling issues are disclosed, but the casino didn't act to protect you. Since you only expressed those later, a refund can't be pursued. Since you confirmed your account has been closed, there is little we can achieve. Don't hesitate to take advantage of the responsible gambling resources found here: https://casino.guru/responsible-gambling-guide

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.