Spinrollz Casino - A conta do jogador deveria estar bloqueada, mas não está.

Despite repeated requests to block my account, I was able to deposit money, and I am banned from the Oasis system in Germany due to my gambling addiction. And what do you do? You simply ignore it, allowing me to deposit even more money. This is illegal, and therefore I would like to request a refund.

Ich konnte trotz mehrfacher Bitte mein Konto bei Ihnen zu sperren Geld einzahlen, und ich bin im Oasis System in Deutschland gesperrt da ich Spielsüchtig bin. Und was machen sie, sie ignorieren es einfach somit ich immer mehr Geld einzahlen konnte dies ist strafbar und darum möchte ich eine Rückerstattung beantragen

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a new self-exclusion request via email at support@spinrollz.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinrollz Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo, Danke für die Hilfe

Ich kann mich zum glück nicht mehr bei Spinrollz anmelden.

Habe Ihnen eine Email geschrieben.

Die letzte Einzahlung von 150€ war am 20. Februar 2026.

Die Antwort auf meine Rückerstattung war diese:

Nina (Spinrollz)

24. Feb. 2026, 11:00 OEZ

Dear Dennis,

We are reaching out in regard to your refund request.

After investigating your claim we can confirm that no delay in your closure request was detected. 

We would like to kindly draw your attention to the following article from our Terms and Conditions:

4.1 : By opening an account on our Website and by using our Website you warrant that:

(...)

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

(...)

you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

(...)

Furthermore, we would like to kindly draw your attention to the following article from our Terms and Conditions:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this has clarified the case to you.

Kind regards,

Spinrollz Team

Thanks for your reply and the update.

Did the casino respond to your disclosure of registration in the OASIS scheme?

Could you please specify the time you were active in the casino after the closure requests you shared with me?

Share the relevant email or chat exchanges on the topic. My email is tomas@casino.guru

Thanks in advance for your cooperation.