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I’ve a few issues with this site firstly I’m a self excluded person on all gameble aware sites and I made account here and played £400 in space if few hours now I went then onto chat support and requested account closure I was ignored even though I told them I have mental health issues and I’m unwell and needed it closed they lured me with 40 free spins to try to see I then went and deposited another £200 I then requested yet again to have account closed I begged them I even emailed and was ignored and because of my state of mind and them ignoring me I deposited £900 within a few hours now I went back and emailed again and begged for closure and refunds of money spent after I asked for first request of closure they ignored me for a week then emailed me to say refunds and cash back in process but now when I email and ask for proof valid confirmation of refunds and amounts I’m ignored every tin I go onto live chat and ask thru close the chat and block my access now they have sent email my refunds are in process but to me it’s a lie as they would replie to my emails or not block me from chat I have all chats saved all emails saved I just want my refunds that they promised were in process before I take legal action

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Dear daniellemasterton98,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

SELF-EXCLUSION

The Casino offers a self-exclusion option for players who wish to take a break from gambling. To initiate self-exclusion, please contact us at support@super-spin.com with a clear request and the desired duration of the exclusion period.

Self-exclusion can be requested for a specific period of up to 12 months. The account will be blocked only after the exclusion period has been clearly stated in your message. During this time, access to the account will be restricted, and it will not be possible to reverse the exclusion until the specified period has ended.

After the exclusion period has passed, you may contact us to request reactivation of your account. The account will remain blocked until you contact us with a formal request to re-open it.

Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.

Also, I found this in the Responsible Gambling policy:

If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at block@super-spin.com.

Did you send emails to any of the listed email addresses? Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

Dear daniellemasterton98,

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.

I did respond I sent email to your email address last week !!

I’ve now resent it again it was sent to your operator email thanks

Thank you for your response, daniellemasterton98. I appreciate your efforts in providing the screenshots. However, I must inform you that I have not yet received any emails with the initial request for account closure. It seems that the messages shown in the screenshots were sent after the request was made. Would you be so kind as to forward any prior account closure requests to me? Your assistance in this matter would be greatly appreciated.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear daniellemasterton98,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina