The player from Germany faced issues with multiple casinos operated by the same operator, where his self-excluded accounts, including Spinight, had been reopened without his consent. He had requested re-exclusion but had not received any response, allowing him to continue depositing despite previously informing the operators of his gambling problem. The issue was resolved as Spinight confirmed the permanent closure of the player's account and the cessation of marketing communications. The player acknowledged the resolution and withdrew the complaint after reaching an agreement with Spinight regarding his deposits.
Spinight Casino - Player's account has been reopened after self-exclusion.
Amount: €210
Spinight Casino
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello,
I currently have several open complaints against casinos operated by the same operator. My accounts were reopened on several casino websites after I had already self-excluded without my doing anything. This was also the case on Spinight, where I had already closed my account on December 31, 2024, but it was automatically reopened over the last few weeks. I even received bonus offers from the sites where the accounts were reopened, which is how I became aware of it.
I have requested a re-exclusion, but so far I have not received any response from the casino. My account remains open and I can continue to deposit. I already informed the operators of my gambling problem when I originally requested self-exclusion, but my accounts have been reopened on at least 8 casino websites of this company.
Something like this should never happen, especially if those responsible know about an existing gambling addiction.
Thank you very much in advance!
Best regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 months ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please clarify when exactly was your account reopened? Can you please forward me the self-exclusion request? My email address is [email protected]. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
4 months ago
Translation
Hello Kristina,
my account must have been reopened sometime around the second or third week of January, as accounts on several other sites were reopened at the same time. However, I didn't notice it on Spinight until mid-February. Since the reopening, I have tried to close all of my accounts on the 8 or 9 sites operated by this operator, which has sometimes happened relatively quickly, and in other cases has not happened at all to date. Spinight Casino closed my account again yesterday.
I will forward you all relevant emails, thank you!
Best regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 months ago
Thank you very much for your reply, lolseinsohn. Could you please clarify the dispute value (€210)? Did you manage to deposit this amount after your account was reopened?
Have you contacted the casino regarding the refund of this deposit(s)?
Public
Public
4 months ago
Translation
Hello Kristina,
Thank you for your quick response!
I deposited a total of 210 euros after my account was reopened without my knowledge. None of the casinos operated by the same company as Spinight have responded to questions about a possible refund. That is why I have opened several complaints here on Casino Guru. In another case, those responsible were willing to refund my deposits after the reopening, I hope that Spinight decides the same.
Thank you for your help, have a nice weekend!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 months ago
Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Hello lolseinsohn, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Spinight Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with re-opening the self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent directly to me at [email protected].
Thank you for your patience and cooperation in advance.
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Casino representative
Public
3 months ago
Hello,
We can confirm that this has been internally escalated, when there is an update we will post it here.
Kind Regards,
Spinight Team
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Casino Analyst & Complaint Specialist
Public
3 months ago
Thank you very much for the fast reply, Spinight Team, that is much appreciated! :)
Please, let us know of your findings once the issue has been investigated, and we'll take it from there.
Public
Casino representative
Public
3 months ago
Hello,
Customer has been contacted via email, we would kindly ask him to reply back to us.
Best Regards
Spinight Team
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Public
3 months ago
Translation
Dear Spinight Team,
Thank you very much for your cooperation in this matter! I have already replied to your email and await your response.
Best regards!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear lolseinsohn, please let me know once you receive the refund.
Spinight Team, please can you confirm player's account has been permanently closed without an option for re-opening, and all marketing communication will cease? Thank you.
Public
Casino representative
Public
3 months ago
Hello,
We can confirm that the account has been permanently closed and the player should not be receiving any marketing materials.
Kind Regards,
Spinight Team
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Thank you very much, Spinight Team, for speedy resolution of the issue. Very much appreciated. :)
Dear lolseinsohn, please let us know once you receive the money, and I will close the complaint. Thanks.
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Public
3 months ago
Translation
Dear Matej, dear Spinight team,
Thank you very much for your help and cooperation! I hereby withdraw the complaint, as Spinight and I have reached an agreement.
Best regards ??
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear lolseinsohn,
I am very glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, as well thank you to the Spinight Casino team for looking into the matter for us.. 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/www.kpvfaw.com. 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,
Matej
www.kpvfaw.com
