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Cash Spins - Tried to self exclude

Ruling

Found for the Player - Despite our repeated efforts to contact Cash Spins to discuss this issue we have received no response whatsoever from the operator.

Read our Cash Spin Casino Review.

Player's Complaint

I have tried in numourous occasions to self excluded and again I've put money in there is no button to selfexcuded or email and chat is not answering I would like me refunds back I'm really upset that I cannont close my account at all this is not helping my addiction

Read the casino review

4 Responses

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ThePOGG
March 5, 2020

Hi shanny888 - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. Cash Spins do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
shanny888
March 7, 2020

Thankyou I also opened an account with one spin and I've tried the same to self exclude there too

User icon
shanny888
March 15, 2020

I have recieved this email off onespin casino

Hello

We understand that you have sent a complaint requesting a refund due to the License.

We examined your account and we see that you have accepted the terms and conditions of the casino before you created the account.

We have reasons to believe that you are fully aware that you are playing with an offshore casino.

It is a player’s responsibility to check if they are allowed to play as regards their own domestic jurisdiction laws. We do not investigate any complaints regarding refunds for license issues.

Therefore, I'm sorry but a request for a full refund has been denied. You played and lost. Had you won you would have been paid in full.

Best regards,

OneSpin Casino

User icon
ThePOGG
March 17, 2020

Hi shanny888,

Unfortunately there is nothing we can do to help you in this instance. This group of operators apply predatory self-exclusion policies, where they extend the self-exclusion across the entire group meaning that players who sign-up with other properties cannot win, but do not conduct any checks at point of registration meaning that self-excluded players are free to lose.

While we find this practice absolutely abhorrent, having discussed this issue with the group on a number of occasions I can say with certainty they will not change their position.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we cannot be of more help.

ThePOGG

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Agreement

shanny888 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cash Spins
  • Prism Marketing

March 5, 2020

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