SpinBetter Casino - Spelare uttrycker oro för spelgränser.

Dear Casino-Guru Team,

I have been struggling with a gambling addiction for 12 years and have lost several thousand Euros at this casino, nearly 5,000 Euros in just the past 2 days alone.

I am deeply in debt and have lost probably over 750,000 Euros in total over these 12 years.

The casino does not have a German license, nor does it allow setting deposit limits.

I am banned via Oasis (a cross-provider banning system in Germany) and at almost every Curacao casino with an e-gaming license.

Several casinos have already excluded me due to my self-exclusions and the significant losses I incur.

How is it possible that one cannot set limits at a casino, and that I could gamble away 5,000 Euros in just the last 1-2 days?

If no refund for my losses is provided, I might have to pursue legal action or charge back the amount.

I suppose you can't help me in such a case, right?

Hallo Casino-Guru-Team,

ich bin bereits seit 12 Jahren spielsüchtig und habe in diesem Casino mehrere tausend Euro verloren, allein in den letzten 2 Tagen knapp 5.000 Euro.

Ich habe hohe Schulden und insgesamt in den 12 Jahren bestimmt über 750.000 Euro verloren.

Das Casino hat weder eine deutsche Lizenz, noch kann man dort Limits für Einzahlungen setzen.

Ich bin bei Oasis gesperrt (anbieterübergreifendes Sperrsystem in Deutschland) und so ziemlich bei jedem Curacao Casino mit egaming-Lizenz.

Ich wurde bereits von mehreren Casinos ausgeschlossen aufgrund meiner Selbstsperre und den hohen Verlusten, die ich erziele.

Wie kann es sein, dass man in einem Casino nichtmal Limits setzen kann und 5.000 Euro allein in den letzten 1-2 Tagen verzocken kann?

Sollte hier keine Rückerstattung meiner Verluste erfolgen, werde ich vermutlich den Rechtsweg gehen müssen oder den Betrag chargebacken.

Ich denke in so einem Fall könnt ihr mir auch nicht weiterhelfen oder?

Dear panderjulien,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

As a general policy, we do not specifically handle complaints related to responsible gambling tools. While we understand the importance of these features in maintaining responsible gambling practices, verifying whether they were properly set up by the player can be a complex process. It is important to remember that these tools are intended to supplement the more standard options like self-exclusion and account closure. We believe it's more constructive to encourage casinos to improve their responsible gambling tools rather than penalize them for potential technical issues.

Moreover, since SpinBetter Casino currently holds a pending GCB license and does not operate under a German license, it does not have access to the OASIS self-exclusion register. Could you please confirm if you directly requested self-exclusion in SpinBetter Casino? If so, kindly forward the account closure request, along with any response from the casino, to veronika.l@casino.guru.

If you did not request self-exclusion from SpinBetter Casino and lost your funds through regular gameplay, I am sorry to inform you that we will not be able to assist in retrieving your lost deposits.

Thank you for your understanding.

Best regards

Veronika

The complaint can then be closed, but usually there is a limit set by the casino or I was simply blocked at some casinos because I lost too much.

If someone bets on volleyball and table tennis for 18 hours a day and deposits one thousand after another (5,000 euros in the last two days alone, and even more before that), there must be an algorithm that prevents this. The complaint can be closed.

Die Beschwerde kann dann geschlossen werden, normalerweise gibt es allerdings eine Limiteinstellung beim Casino oder ich wurde bei einigen Casinos auch einfach gesperrt weil ich zu viel verloren habe.

Wenn jemand 18 Stunden am Tag auf Volleyball und Tischtennis setzt und einen Tausender nach dem anderen einzahlt (allein in den letzten 2 Tagen 5.000 Euro, davor noch mehr) muss es einen Algorithmus geben, der das verhindert. Die Beschwerde kann geschlossen werden.

We’ve rejected this complaint as per the player’s request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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