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Spin Station Casino - Self excluded and was still able to deposit

GELÖST
Beschwerde-Info
Unseriöses Casino Spin Station Spielothek
Grund Verstoß gegen die AGB des Casinos
Betrag £ 130
Veröffentlicht am 7. April 2017

I self excluded got an email to confirm it and was able to log back in and deposit again i lost another £130 due to the casino not honouring my self exclusion. I am trying to work on my addiction

Chat summery
Kurwan
Support Agent
Kurwan
Hello Client. How are you today? I'm here to assist you.
Client
Hi kurwan i requested a self exclusion due to be addicted to gambling on the 15th March yet it has let me log in and gamble again!
Kurwan
Kindly provide me with your username and email address.
Client
I have the email to confirm i self exluded how come i have been allowed to log in again
Dave28051 < email removed >
Kurwan
Thank you.
Thank you for holding
Client
Screen­sho­t_2­017­040­6-0­327­17.png
Screen­sho­t_2­017­040­6-0­327­17.png
Kurwan
Please kindly click on the below link in order to process your request:

https:­//w­ww.s­ur­vey­mon­key.co­m/r­/sp­ins­tation
Customer Interaction - Spin Station SurveyWeb survey powered by SurveyMonkey.com. Create your own online survey now with SurveyMonkey's expert certified FREE templates.
Client
?
Kurwan
In order to process your request you need to complete the following link
Client
What request
I self excluded so i couldn't deposit again yet i have still been allowed to log in and deposit and lose more money. What is the point in saying you help people by being able to self exclude if i can still deposit. Surely there is law against not honouring a player's self exclusion request?
Kurwan
I will self-exclusion your account now and send your account to the relevant department to have your account reviewed.
Client
Ok thank you how will I know the outcome?
Read
SEND

AskGamblers
Veröffentlicht am 11. April 2017

Dear Spin Station Casino,

Please let us know if there's some update regarding this case.

Veröffentlicht am 14. April 2017

hi askgamblers manger I don't think they will respond as they know they are in the wrong. May I ask how do I take it further against the casino to get them to acknowledge they are suppose to honour customers requests to self exclude and try to stop them doing it to some one else much appricated for all your help david

Veröffentlicht am 18. April 2017

Hello David,

Please give me time to investigate this request. If an account is self-excluded it should not be possible to make a deposit.

I'll be in touch shortly.

Regards,

James
The Spin Station Team

Veröffentlicht am 19. April 2017

Hello again David,

I have fully investigated this matter with our Risk Team.

Unfortunately, due to human error, it seems that your account was not correctly closed as it should have been. This is totally unacceptable and we have taken steps to ensure that it never occurs again. We at Spin Station are firm believers in Responsible Gaming and this incident is not in accordance with the standards we have set for ourselves.

The amount of £130 has been refunded to you. It is due to be paid tomorrow.

Please accept our apologies and let me know if there's anything further that I can do for you.

Regards,

James
The Spin Station Team

Veröffentlicht am 19. April 2017

thanks for all your help james. Matter resolved

AskGamblers
Veröffentlicht am 19. April 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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