Spinrollz Casino - A conta do jogador permanece ativa apesar do pedido de autoexclusão.

Dear Sir or Madam,

I sent a self-exclusion request to the aforementioned casino due to my gambling addiction via email on 12/27/2024 at 00:29. See attached screenshot.

This request has been repeatedly ignored. Occasionally, I have been unable to log in, as I reminded the live chat that I am a gambling addict and requested them to process my email from 12/27/2024.

On 01/30/2025, a Mr. Alexander informed me that I am now part of the VIP Club and received a bonus of 50 euros. This offer has significantly triggered me due to my gambling addiction.

As a result, in the last few days, I have lost a total of 4005 euros, having completely lost control.

I expect all my deposits to be refunded, as it is clear that player protection has been disregarded here.

I am also fairly certain that I informed the live chat of my gambling addiction and requested the deletion of my account even before 12/27/2024.

If this is the case, my deposits from the period 11/01/2024 - 12/27/2024 (a total of 4680 euros) should also be refunded.

The casino should be able to verify this through chat logs.

I am extremely upset that player protection is not being taken seriously here, and that I am being enticed with bonuses despite clearly stating I am a gambling addict and wish for my account to be permanently closed.

In addition to refunding my deposits, I request that my account be permanently closed immediately.

Thank you for your support.

Sehr geehrte Damen und Herren,

bei dem o. g. Casino habe ich den Selbstausschluss aufgrund meiner Spielsucht am 27.12.2024 um 00:29 per Email gesendet. Siehe Screenshot.

Dieser Bitte wurde mehrfach nicht nachgekommen. Zeitweise konnte ich mich wohl nicht einloggen, da ich den Livechat erinnert habe, dass ich spielsüchtig bin und dass Sie meine Mail vom 27.12.2024 bearbeiten sollen.

Am 30.01.2025 schrieb mir ein Herr Alexander, dass ich nun im VIP Club bin und einen Bonus in Höhe von 50 Euro gut, was mich natürlich aufgrund meiner Spielsucht enorm getriggert hat.

Somit habe ich in den letzten Tage 4005 Euro in den Sand gesetzt, da ich komplett die Kontrolle verloren habe.

Ich erwarte, dass mir sämtliche Einzahlung zurückerstattet werden, da der Spielerschutz hier eindeutig missachtet worden ist.

Ich bin mir auch ziemlich sicher, dass ich auch schon vor dem 27.12.2024 dem Livechat mitgeteilt habe, dass ich spielsüchtig bin und die meinen Account löschen sollen.

Sollte dies der Fall sein, sollen meine Einzahlungen ebenfalls zurückerstattet werden. Hier müsste der Zeitraum der 01.11.2024 - 27.12.2024 (In Summe 4680 Euro) sein.

Das kann das Casino ziemlich sicher anhand der Chatverläufe nachvollziehen.

Ich bin mächtig erbost darüber, dass der Spielerschutz hier überhaupt nicht ernst genommen wird und man mich noch mit Boni lockt, um mich zu triggern,

obwohl ich klar schreibe, dass ich spielsüchtig bin und das mein Account lebenslang gesperrt werden soll.

Neben der Rückzahlung der eingezahlten Beiträge bitte ich, dass mein Account sofort gesperrt wird für immer.

Vielen Dank für ihre Unterstützung.

Dear Mm1389,

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 I can better understand the situation. 

• Do I understand correctly you mentioned you sent an email requesting your account to be closed due to your gambling addiction to live chat support?
• Have you received any response from casino support or the live chat regarding your request for self-exclusion?
• Have you requested a refund from the casino already due to failed self-exclusion? With what result?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

On 27.12.2024 I sent an email to asked for it. According to the terms and conditions on the website, the account will then be blocked within 24 hours. I did not receive any confirmation of this. I then asked live support again at the beginning of January because I was still able to log in. Unfortunately, I do not have the chat history in this regard because it was not sent to me by email. I was then unable to log in after this chat. So I assumed that my request to block me for life had been complied with. On January 30th, the email came from VIP Manager, see screenshot.

I have not yet requested a refund from the casino itself.

Thank you for your support.

Am 27.12.2024 habe ich per Email an support@spinrollz235518.com darum gebeten. Lt. AGB steht auf der Internetseite, dass innerhalb von 24 STD das Konto dann gesperrt wird. Ich habe keine Bestätigung darüber bekommen. Ich habe dann nochmals Anfang Januar den Livesupport wieder darum gebeten, da ich mich weiterhin einloggen konnte. Den Chatverlauf diesbzgl. Habe ich leider nicht, da mir dieser nicht per Mail geschickt worden ist. Ich konnte mich nach diesem Chat dann nicht mehr einloggen. Somit war ich davon ausgegangen, dass man meiner Bitte mich lebenslang zu sperren, nachgekommen ist. Am 30.01. kam die Mail von VIP Manager, siehe Screenshot.

ich habe beim Casino selber noch keine Rückerstattung beantragt.

Vielen Dank für ihre Unterstützung.

Thanks for your message.

• Could you please explain whether your account is currently closed?
• Could you please share your initial self-exclusion request with me? Send it to my email at tomas@casino.guru

No, the account is still not closed. I have sent you the email about the permanent exclusion request due to gambling addiction.

I think it is a bottomless impudence to then make me a VIP and woo me with bonuses. I expect a refund of my deposits, as my player rights have been violated and they want to continue to exploit me because of my illness.

Nein, das Konto ist immer noch nicht geschlossen. Die email über den ausschlussantrag aufgrund von Spielsucht für immer habe ich Ihnen per Email geschickt.

Ich finde es eine bodenlose Frechheit mich dann noch zum VIP zu machen und mit Bonis zu umgarnen. Ich erwarte die Rückerstattung meiner Einzahlungen, da hier meine Spielerrechte verletzt worden sind und man mich aufgrund meiner Krankheit weiter ausbeuten möchte

Thank you very much, Mm1389, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mm1389, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Could you please send me your cashier history (both deposits and withdrawals) from 27.12.2024 up to today, on matej.l@casino.guru please?

I’d lalso ike to invite a representative of Spinrollz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence, while sensitive information can be sent to me directly on the e-mail address mentioned above. 

Thank you for your patience and cooperation in advance.

Thank you Mm1389, for the provided details.

Dear Spinrollz Casino, any updates regarding this case on your end?

Hello all,

We would like to inform, just like every other case, we are willing to help with this case at the earliest as possible.

However, unfortunately! We kindly ask you to please give us some more time as we are still waiting for an update to proceed with the request. We will share an update as swiftly as possible.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Spinrollz team.

The problem has been solved. Thank you for your support

Das Problem wurde gelöst. Vielen Dank für die Unterstützung

Dear Mm1389,

I'm glad to hear that your issue has been resolved. I would also like to thank Spinrollz Casino team for a quick reply and dealing wit hthe issue without delay. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru