Goldspin Casino - Обліковий запис гравця залишається активним, незважаючи на запит на самовиключення.

The casino responded to my self-exclusion request only with a "Bonus". On 10/30/24, I requested self-exclusion and unfortunately today lost money on my account, which is still not blocked.

Casino reagiert bei selbstausschuss Antrag nur mit einem "Boni". Habe am 30.10.24 um selbstausschuss gebeten und leider heute Geld bei meinem immer noch nicht gesperrten Konto verloren

Dear Matthias, 

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 a gambling problem). 

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 veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika