The player from Bavaria had a gambling addiction and had requested self-exclusion from the casino multiple times through live chat and emails, but there had been no action taken by the casino as of June 30. He was also seeking to reclaim his losses. The Complaints Team reviewed the case and found that the casino took three business days to process the self-exclusion request, which was deemed acceptable. As a result, the complaint was closed, and the player was advised to seek professional assistance for his gambling issues.
Spinplatinum Casino - Player's self-exclusion request is delayed.
Amount: €2,150
Spinplatinum Casino
Safety Index:LowSafety Index
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4.4
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
yesterday
Public
Public
3 days ago
Translation
I have a severe gambling addiction and have informed the casino several times via live chat and requested self-exclusion. I was asked to write emails, which I did twice on June 27. Today, June 30, nothing has happened. Live support just says "we're looking into it."
I reclaim my losses
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 days ago
Dear DennyZ8723,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinplatinum Casino. I have checked the self-exclusion policy in the casino and have found the following information:
1.1. Self-Exclusion
- You have the option to self-exclude yourself from Spinplatinum.co.
- To self-exclude send an email to customer service at [email protected]
- Please allow us up to 10 business days for actioning self-exclusion requests
- To revoke a self-exclusion restriction, you may contact Customer Support.
- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Have you tried to contact support via the correct email address mentioned in the self-exclusion policy?
- Have you tried any alternative communication methods to inform the casino about your gambling addiction?
- Would you be so kind as to forward me the self-exclusion requests (not as screenshots) that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Natalia
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
2 days ago
Translation
Hello,
I informed the casino daily via live chat about my problems and requested self-exclusion. The response was always, "Your request is a priority and will be processed."
Today, July 1, 2025, my account was finally blocked.
In the meantime I had lost another 400€.
The 10-day processing time is not legal. Casinos offering gambling in Germany must act immediately.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
yesterday
Dear DennyZ8723,
We have carefully reviewed the details of your case, including the timeline of your self-exclusion request and subsequent activity. According to the information provided, you requested self-exclusion on 27 June, continued to deposit and play over the following days, and your account was ultimately closed on 1 July.
While we understand your frustration, please note that casinos require some time to properly process self-exclusion requests, especially to ensure that such measures are implemented correctly and permanently. In your case, the implementation of protective measures took 3 business days, and we consider it to be reasonable and acceptable for processing these types of requests. Since the casino closed your account within this period, we do not view this as a failure to act on your request, and therefore we cannot ask the casino to refund the losses incurred during this time.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
