Since January I ordered to close the account for my addiction and they do not close it. I have sent emails and WhatsApp and they do not close it but they send me advertising to continue depositing. They take advantage of my illness. I want them to close the account and return the deposit from the moment I send the account closed

Desde enero que mandé cerrar la cuenta por mi adicción y No la cierran. He enviado mails y WhatsApp y no la cierran pero me envían publicidad para que siga depositando. Se aprovechan de mi enfermedad. Quiero que cierren la cuenta y que me devuelvan lo depositado desde que mande cerrar la cuenta

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward the emails or screenshots showing that you have sent requests for your account’ closure. My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and why?

I’m sure you understand the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if she is unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

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

Yes, and by WhatsApp my account manager also asked him to stop harassing me

Si, y por WhatsApp a mi gerente de cuenta también le pedí que dejarán de acosarme

Hello,

I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. Could you please forward the emails or screenshots showing that you have sent requests for your account’ closure. My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and why? Please understand, that all requested information is essential if we wish to proceed with the case. Thank you in advance.

Yes. I send it to the mail as soon as I recruit everything

Si. Os lo envío al correo en cuanto lo reclute todo

Perfect, I will be waiting for your email patiently.

Hello,

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

Good Morning,

Sorry I have been sick, throughout today or tomorrow I send you the captures. Today I have checked and now if the account appears blocked since I wrote this complaint. But neither have they returned anything to me nor have they contacted me.

Buenos días,

Perdón que he estado enferma, a lo largo de hoy o ma?ana os mando las capturas. Hoy he comprobado y ahora si aparece bloqueada la cuenta desde que escribi esta queja. Pero ni me han devuelto nada ni se han comunicado conmigo.

Hello,

Allow me to explain you what is the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if she is unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Could you please specify if you have requested a self-exclusion or your account to be closed? Thank you.

I requested both, and I told MONICA (my account manager) that I was harassed by them and that I wanted them to close the account now.

solicite las dos cosas, y le dije a MONICA (mi gerente de cuenta) que me sentia acosada por ellos y que queria que cerrasen la cuenta ya.

I also want to say that SPIN UP does not have any element in the casino that allows the user to close or exclude themselves

tambien quiero decir que SPIN UP no tiene en el casino ningun elemento que permita que el usuario cierre o se autoexcluya

Could you please forward the relevant emails? I still didn’t receive anything. Thank you.

I just sent the email, I would like to know if you have the authority to arrange this or if it is necessary for me to do it through my lawyer in order for the casino to return the money. If it was through my lawyer, you could tell me who or what entity I have to report. Thank you

Acabo de enviar el correo, quisiera saber si ustedes tienen autoridad para poder arreglar esto o si es necesario que lo haga a través de mi abogado para que el casino devuelva el dinero. En caso de ser a través de mi abogado, ustedes me podrían decir a quién o que ente tengo que denunciar. Gracias

I haven’t received any email yet.

Furthermore, we are the 3rd party mediator, unfortunately, we don’t have the authority to enforce laws. SpinUp Casino has Cura?ao license and if you wish to contact them, you can write an email to [email protected] for free: (please use this complaint as a reference when you will write them). If you decide to hire a lawyer, I would do so only after contacting the licensing authority. Please let me know how you intend to proceed.

Hello,

I've already sent you everything.

As for how I am going to proceed, if the casino does not respond I will start the legal process, of course

Hola,

Ya le he enviado todo.

En cuanto a como voy a proceder, si el casino no responde iniciaré el proceso legal, por supuesto

Hello,

I have received all the relevant screenshots. Could you please advise, since your account has been finally closed on June 11th, was there any active balance at the time of the closure? Thank you in advance.

No, active balance no

No, saldo activo no

Thank you very much Albaylola for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good afternoon,

Yesterday I contacted my Spin Up account manager to fix the problem.

Thank you

Buenas tardes,

En el día de ayer ha contactado mi gerente de cuenta de Spin Up para solucionar el problema.

Gracias

Hello Albaylola.

Has the manager solved your problem?

It is in it, as soon as it is resolved I will inform you

Esta en ello, en cuanto esté resuelto os informare

All right, I am extending the timer by 10 days. Please, let me know if you have any questions or require further assistance. 

Good afternoon,

As reported the other day, my account manager has contacted me and fixed the problem with SpinUp, Bronze, and Times Square.

Thank you very much

Buenas tardes,

Tal y como informe el otro día, mi gerente de cuenta ha contactado conmigo y ha solucionado el problema con SpinUp, Bronze y Times Square.

Muchas gracias

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

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