Spinline Casino - O pedido de encerramento da conta do jogador está atrasado.

I first asked for my account to be closed months ago. To date, I've probably asked for it to be closed between five and ten times. Live chat says they can't close it and I need to email my manager. I've already done that, but she keeps trying to persuade me to keep playing and won't close my account.

Ich habe das erste mal schon vor Monaten drum gebeten das mein Konto geschlossen werden soll. Bis heute habe ich bestimmt schon zwischen 5 bis 10 mal drum gebeten mein Konto zu schließen. Der live chat sagt sie können das nicht schließen und ich müsste eine Email an meine Managerin schicken. Das habe ich auch schon gemacht, nur die versucht einen immer zu überreden weiter zu spielen und schließt mein Konto nicht

Dear player,

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 the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

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Thank you for your patience, and stay safe.

I wrote that you lose all your money here and that they are destroying my life

Ich habe geschrieben das man hier sein ganzes Geld verliert und das die mein Leben zerstören

Dear Spinline Casino, thank you for the information provided.

Dear player, I have not received any account closure requests from you via email.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.