Spin Samurai Casino - A conta do jogador permanece ativa apesar da solicitação de autoexclusão.

Hello dear CG Team, I have the following problem with the Spin Samurai Casino.

I registered at Spin Samurai on November 29th. Since I know I have problematic gambling behavior, I immediately contacted support via email (as stated in their rules for responsible gambling) to request a maximum deposit of 40 euros and subsequently deposited 35 euros into the account.

I lost the money and continued depositing. Since I noticed there was no limit set, I contacted support requesting that my account be blocked due to gambling addiction. Unfortunately, I still have access to my account (as of December 3rd) and can continue depositing, which has now resulted in a loss of €1359.

I am desperate and am asking you to help me close my account and refund my losses, as I suspect that Spin Samurai is deliberately exploiting addicted people for their profit.

Thank you in advance.

ID

Guten Tag liebes CG Team,ich habe folgendes Problem mit dem Spin Samurai Casino.

Ich habe mich am 29.11 im Spin Samurai angemeldet,da ich weiß dass ich ein Problematisches Spielverhalten habe schrieb ich sofort den Support per Mail an ( sowie es in deren Regeln für verantwortungsbewussten Spiel steht) dass ich eine maximale Einzahlung von 40 Euro wünsche und zahlte danach 35 Euro auf das Konto ein.

Ich verlor den Betrag und zahlte weiterhin ein ,da ich bemerkte dass kein Limit gesetzt wurde schrieb ich den Support an mit der Bitte mein Konto wegen Spielsucht zu sperren. Leider kann ich bis heute ( 3.12) auf mein Konto zugreifen und auch weiterhin einzahlen was mittlerweile zu einem Verlust von 1359 Euro führte.

Ich bin verzweifelt und bitte sie auf diesem Wege mir zu helfen dass mein Konto geschlossen und meine Verluste rückerstattet werden da ich vermute dass das Spin Samurai bewusst Suchtkranke Menschen für ihren Profit ausnutzt.

Vielen Dank im Voraus

I.D

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you contact customer support to request a deposit limit of €40 to be set on your account? Have you received any response to this request yet? If so, kindly specify when the casino activated the deposit limit for you.
• When exactly did you inform the casino about your gambling addiction and request to be self-excluded? Please forward me the account-closure request you sent to the casino, along with the casino’s responses and any other communication relevant to your case, at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, first of all, thank you very much for your quick support with your questions.

Immediately after registering, I contacted support requesting that my account be limited to €40. On the same day, when I noticed that my account wasn't being limited, I informed Alden support about my gambling addiction and asked them to block my account. I've tried several times to have the account blocked by support, but unfortunately, it's still open and deposits are still possible.

Best regards

Ingo

Hallo Veronika,als erstes vielen Dank für die rasche Unterstützung,zu deinen Fragen.

Ich habe direkt nach der Anmeldung den Support angeschrieben dass mein Konto auf 40 Euro beschränkt werden soll und ebenso am selben Tag als ich bemerkte dass mein Konto nicht beschränkt wird habe ich Alden Support auf meine Spielsucht hingewiesen und dass sie mein Konto deswegen sperren soll. Habe jetzt schon mehrmals versucht das Konto beim Support zu sperren,leider ist es bis jetzt noch geöffnet und ebenfalls Einzahlungen sind noch möglich. 

Liebe Grüße 

Ingo

Thank you for your email. Could you also kindly forward me the responses you received from the casino after your self-exclusion request? My email address is veronika.f@casino.guru.

Has your account been closed in the meantime? If so, when exactly?

Dear IGGYSAN85,

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.

Hello Veronika, I already replied to your request on December 14th. Is anything missing?

LG

I.

Hallo Veronika,ich habe dir bereits am 14.12 auf die Anfrage geantwortet. Fehlt etwas?

LG

I.

Hello IGGYSAN85,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Did you receive any response from the casino to the message you sent on November 30, in which you informed them about your gambling addiction and requested self-exclusion?

Am I correct in understanding that the casino responded only to your December 2 self-exclusion request?

Since November 30, have you tried contacting the casino through any other communication channels, such as live chat or another support email address? If so, please provide details or evidence of these communications.

Hello, Veronika. I sent an email with the requested information to your email address.

Regards

Hallo,Veronika. E-Mail mit den geforderten Daten habe ich an ihre Mail Adresse geschickt.

Lg

Hello, did you receive my email?

Regards

Hallo,haben sie meine Mail bekommen?

Lg

Dear IGGYSAN85

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 (igor.p@casino.guru). 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,

Veronika

Dear Veronika, thank you so much for your support

Regards

Liebe Veronika, vielen Dank für deine Unterstützung

Lg

Dear IGGYSAN85,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spin Samurai Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spin Samurai Casino representative to join this conversation and participate in resolving this complaint.

Dear Spin Samurai Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello IGGYSAN85,

My name is Lucy, and I am the Customer Experience and Satisfaction Manager at Spin Samurai Casino.

Thank you for taking the time to contact us and for bringing this matter to our attention. I am truly sorry to hear about the situation you have experienced and understand how concerning this must be for you. We appreciate you sharing these details with us, as it allows us to review the matter carefully and ensure it is handled appropriately.

Please be assured that your request has already been forwarded to the relevant department for further review and investigation. At this stage, we require a little time to examine all aspects of the case in order to provide you with a clear and accurate response.

I will personally monitor the progress of this investigation and keep you informed of any updates from our side as soon as they become available. Thank you for your patience and understanding while we work on this.

Should you have any additional information or questions in the meantime, please do not hesitate to let me know.

Kind regards,

Lucy

Customer Experience and Satisfaction Manager

Spin Samurai Casino

Dear Spin Samurai Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Hello Igor, I've reached a positive outcome with Spin Samurai Casino. I would like to sincerely thank you and Veronika for your mediation in this matter.

Best regards

ID

Hallo Igor,ich bin mit dem Spin Samurai Casino zu einem positiven Ergebnis gekommen. Ich möchte mich bei dir und Veronika herzlichst für die Mediation in diesem Fall bedanken.

Liebe Grüße

I.D

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

Dear IGGYSAN85,

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,

Igor