I requested on August 11 to close my account and cease the sending of promotions/advertisements via SMS and email, but my request has yet to be acknowledged.

In fact, I previously left a comment requesting the same.

Solicité el 11 de agosto el cierre de la cuenta, envío de promociones/publicidad vía sms e email, y siguen sin atender mi solicitud.

De hecho, anteriormente puse un comentario solicitando esto mismo.

Dear Andrea1411,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Spin Samba Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Good morning,

In the emails sent (3) I clearly specify that "I wish to close my account permanently", my full name, ID and username.

If they have not responded to my request, it is because they are not interested in closing the account, not because of lack of information.

What's more, since I filed the complaint yesterday, they have been overwhelming me with SMS and emails of advertisements/promotions.

Buenos días,

En los emails enviados (3) especifico claramente que "deseo cerrar mi cuenta de forma permanente", mi nombre completo, DNI y nombre de usuario.

Si no han atendido mi solicitud es por no interés en cerrar la cuenta, no por falta de información.

Es más, desde que puse ayer la reclamación, me están avasallando a sms e emails de publi/promociones.

I noticed that you notified the casino about your gambling issue on August 11th. Would it be possible for you to provide screenshots of your cashier history displaying subsequent deposits? Thank you in advance.

Dear Andrea1411,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent an email again to request that advertising be stopped and I have contacted them twice via chat.

To this day I still receive a couple of emails and SMS daily.

Envié de nuevo un email para solicitar el cese de envío de publicidad y he contactado en dos ocasiones vía chat.

A día de hoy sigo recibiendo un par de emails y SMS diariamente.

I can see that you informed the casino about your gambling concern on August 11th.

• Could you kindly share screenshots of your cashier history, specifically showing any subsequent deposits?
• Also, please advise if you sent another email to casino as instructed in my previous reply.

Thank you.

Dear Andrea1411,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.