Spinrollz Casino - Jogador exige reembolso devido a problemas na conta.

Dear JONAS290100,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that the casino operates under a license issued by Comoros, which means it does not have access to the OASIS register of self-excluded persons, which is only valid for casinos with a German license. If you have not directly informed the casino of your gambling addiction and requested self-exclusion, they would not have been aware of your situation and unable to block your account.

Let me ask you these questions:

• Have you informed Spinrollz Casino directly about your gambling addiction and requested self-exclusion?
• If so, could you kindly forward me the account closure request along with the casino’s response at kristina.s@casino.guru?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I requested Spinrollz to close my account on December 5, 2024. This didn't happen, and I haven't received a response. Even after the request, I still lost over €1,000. I've also been blocked from other websites of the company for years due to gambling addiction, so Spinrollz must be aware that I have a gambling problem. I forwarded the email.

Hallo, Spinrollz habe ich am 05.12.2024 aufgefordert mein Konto zu schließen. Dies ist nicht passiert und ich habe keine Rückmeldung erhalten auch nach der Aufforderung wurden noch über 1000€ verspielt. Ebenso bin ich schon seit Jahren auf anderen Seiten des Unternehmens wegen Spielsucht gespert daher muss es Spinrollz bekannt sein das ich ein Spielproblem habe. Die Mail habe ich weitergeleitet.

Thank you for your reply, JONAS290100. I reviewed your email, and you only said that you want to close the account. Unfortunately, we cannot consider this a valid self-exclusion request, as the message needs to inform the casino that you suffer from gambling addiction clearly. If you've ever informed the casino about your gambling problem, please forward this message to me, so we can proceed with this complaint. Thank you.

Dear JONAS290100,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru