Spinia - No Player Protection via E-Mail
This was my first E-Mail to the Casino:
"Dear Management,I hope you are a fair casino, since you are MGA regulated. My account was closed today due to gambling problems, but the closing is too late for me. I have sent you proofs that I have contacted you yesterday and told you that my actions are escalating and I have no control about it. Please verifiy everyhting and please accpet a refund of all deposits which were made after my notification emails regarding my gambling issue. Unfortunaltey, your casino members have simply ignore my emails. If necessary, I can contact my email provider which can deliver prof of my emails sent to you.I am highly gambling addicted and I have to find some help regarding my gambling issue.Thanks for your helpkind regards, [EDIT]
and this is the answer of the casino:
"Dear player,
We there was no emails from you on March 25th, we have double checked the inbox for you.
We have blocked your account as soon as we opened an email from you, however email can take up to 12 hours to be reviewed, so we always suggest our costumers to use Live chat instead.
Since we have closed your account as soon as we reviewed an email, there are no place for any refund.
We are hoping for your understanding.
Best regards,
Casino Support Team"
I can prove by screenshots of my email account that I have sent my emails to the right email adress. They simply ignore my issue and told me that they have not received any emails by me.
Moreover, and thats what also is shocking me: Live Chat do not know about my data privacy rights according art. 15 GDPR as I have request a personal data information. Live Chat has told me that the decision is final? Sorry, what decision??? This is obviously a breach of the General Data Protection Regulation.
If the Casino fails to find a solution, I will file a court case at my residence place (according to art. 18 of the REGULATION (EU) No 1215/2012 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL) as a last option. But I hope you can find a amicable solution.
Please feel free to contact me, if you need further information.
