Spintropolis Casino - Spelarens försök att stänga kontot har förbises.

Hi, I send this complaint to contest the casino scam called spintropolis, I registered yesterday evening from 18:30 19:00, after making the first deposit of 60 € euro, I started playing a slot which did not arise no profit ... I entered the chat to speak with one of their operators and ask how to collect the bonus code of their site since they say they offer several offers, after which I was charged 40 € which however I could only spend in some specific slots requests from them, all this made me doubt very much which led me to request the closure of my account to the assistance that tried to divert the topic by offering me their bonuses. This morning May 12, 2020 I deposited € 100 thus requesting from an operator the following 200% bonus on the deposit which made me reach the sum of € 300. I continued to play on slots where there were pre-set sequences through a telegram channel that promised thanks to these winning sequences of great bets, after spending the money deposited by me the remaining bonus I could spend it only and in any case in some slots decided by operator with whom I had the conversation about these bonuses, not collecting once again any profit from these bets I requested again the closure of my account and after receiving some emails between yesterday evening and today my request was not granted, I don't know who to contact anymore, I ask for your support, I will better explain what happened Apenna I will have your feedback, I am very disappointed I wait for your information as soon as possible

Salve, invio questo reclamo per contestare il casino truffa chiamato spintropolis, mi sono registrato ieri sera dalle ore 18:30 19:00, dopo aver effettuato il primo deposito di 60 € euro, ho iniziato a giocare ad una slot il che non ha scaturito nessun profitto...sono entrato in chat per parlare con uno dei loro operatori e chiedere come riscuotere il codice bonus del loro sito dato che dicono di offrire parecchie offerte, dopodiche mi sono stati addebitati 40€ che però potevo spendere solo in alcune specifiche slot richieste da loro, tutto questo mi ha fatto dubitare molto il che mi ha portato a richiedere la chiusura del mio account all'assistenza che ha cercato di sviare l'argomento offrendomi questi loro bonus. Stamattina 12 maggio 2020 ho depositato 100 € richiedendo così da un operatore il seguente bonus del 200% sul deposito che mi ha fatto arrivare alla somma di 300 €. Ho continuato a giocare su delle slot dove vi erano prefissate delle sequenze tramite un canale telegram che prometteva grazie a queste sequenze vincite di grandi scommesse, dopo aver speso i soldi da me depositati il restante bonus potevo spenderlo solo e comunque in alcune slot decise dall'operatore con cui avevo avuto la conversazione a riguardo di questi bonus, non riscuotendo ancora una volta nessun profitto da queste scommesse ho richiesto nuovamente la chiusura del mio conto e dopo aver ricevuto alcune email tra ieri sera ed oggi la mia richiesta non è stata esaudita, non so più a chi rivolgermi, richiedo un vostro supporto, spiegherò meglio l'accaduto apenna avrò un vostro riscontro, sono molto deluso aspetto vostre informazioni al più presto

Dear Antonio,

Thank you very much for submitting your complaint and sharing your experience with the other players. I’m sorry to hear about your problem. Could you please clarify if you have tried to simply close your account for a certain period or to self-exclude yourself from the casino permanently? The self-exclusion should be granted immediately, however, account closure needs some time to be processed. Do I understand it correctly that your account remains accessible? Could you please forward the email containing your request for the account closure or screenshots if you have requested it via Live chat? My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Antonio,

Thank you very much for forwarding the relevant screenshots. Could you please confirm that you have sent emails to support@spintropolis.com? From the material that you have forwarded, it looks as they weren’t delivered. Is that true? I have checked terms and conditions, and this is what I found:

"To use our self-exclusion option please call us or send an email to support@spintropolis.com with details of the account you wish to exclude and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum duration."

I would recommend sending one more email with all the required information (with details of the account you wish to exclude and the period that you wish the self-exclusion to apply). Please CC me on the email. Thank you very much in advance.

Dear Antonio,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.