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After I had repeatedly sent my request to close my gaming account due to gambling addiction, the casino reopened it, allowing me to deposit around 1000 euros today.

For this reason, I am requesting a refund of my deposits.

Dopo che avevo inviato diverse volte la mia volontà di chiudere il mio conto gioco per ludopatia il casino ha riaperto permettendomi di depositare circa 1000 euro nella giornata di oggi.

Per questo motivo chiedo il rimborso dei miei depositi.

Dear Enjoy1984,

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.

Could you please specify when exactly the casino reopened your account? Did you request reopening the account, or was it reopened by the casino automatically?

Am I correct in understanding that the casino closed your account for 30 days only, although you requested permanent self-exclusion?

Please forward me the communication between you and the casino regarding your account closure and the reopening of your account at veronika.f@casino.guru. Alternatively, you may post screenshots here.

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

The casino closed for 30 days on December 6th, I have their email telling me this and I think it reopened on January 6th.

The account has been reopened by the casino.

I responded right away to their email that I didn't want a 30 day closure but wanted it indefinite.

About a week ago I received a text or email from the casino offering me a deposit bonus.

I deleted it right away but that text was a trigger to bring me back to playing with them a few days later.

I also made a withdrawal with them of 700 euros but I played it all again with interest.

The sum of all deposits made and withdrawals will be sent via email.

I also forward all communications with the casino.

Thank you

Il casino ha chiuso per 30 giorni in data 6 dicembre, ho la loro email che mi dice questo e penso abbia riaperto in data 6 gennaio.

L account è stato riaperto dal casino.

Ho risposto subito alla loro email che non volevo una chiusura per 30 giorni ma la volevo indeterminata.

Circa una settimana fa ho ricevuto un sms o una email dal casino che mi offriva un bonus sul deposito.

L'ho subito eliminato ma quel sms è stato un trigger per riportarmi a giocare con loro qualche giorno dopo.

Ho fatto anche un prelievo con loro di 700 euro ma rigiocato tutto con gli interessi.

La somma di tutti i depositi effettuati e del prelievo la invio tramite email.

Inoltro anche tutte le comunicazioni con il casino.

Grazie

Thank you very much, Enjoy1984, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Enjoy1984,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinoli 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.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Please be advised that the player's request has been handled accordingly.

Their account has been disabled and will remain so.

Best regards,

Spinoli Casino Team

Dear Enjoy1984,

Can you confirm the closure of your account?

Dear Spinoli Casino,

Can you confirm when exactly you received a request from the player to close his account due to his gambling problem?

yes the casino closed on January 13th

si il casinò ha chiuso in data 13 gennaio

Dear Michal,

We are currently checking the matter in more detail, and we will revert back to you as soon as possible.

Best regards,

Spinoli Casino Team

I will be waiting for your update.

Dear Michal,

Please be advised that we are in direct communication with the player. 

We will revert back once there are further updates.

Kind regards,

Spinoli Casino Team

Dear Spinoli Casino,

Thank you for the update. I will be looking forward to hear from you.

Dear Michal, 

We are still in communication directly with the player.

We will revert back once there are further updates.

Kind regards,

Spinoli Casino Team

Dear Spinoli Casino,

I believe you have some news for me since a full week has passed.

Dear Michal,

Please note that following direct communication with the player, we have reached a mutual agreement.

Hence, the case is now considered as resolved, which can be confirmed by Enjoy1984 as well.

Kind regards,

Spinoli Casino Team

Thank you, Spinoli Casino, for this update.

Dear Enjoy1984,

Can you confirm that the case has been resolved on your side as well?

Yes I confirm thanks

Si confermo grazie

Dear Enjoy1984,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru