Spinrollz Casino - El jugador lucha con el proceso de autoexclusión.

I have played on this site regularly.

Recently, I've unfortunately lost some control over my gaming behavior and wanted to have myself banned. Unfortunately, this isn't possible directly on the site or via live chat. So I wrote an email to the relevant support team. The first email was in January. Nothing happened. I was able to continue depositing. Now, two weeks ago, I went into live chat again and explained my situation. They only said that it would be sent to the responsible department as urgent. My question is, is this even legal when I've already asked twice? And what about the lost money? Is there a possibility of a refund, since I already requested my ban in January.

Ich habe regelmäßig auf dieser Seite gespielt.

In letzter Zeit habe ich leider etwas die Kontrolle über mein Spielverhalten verloren und wollte mich daraufhin sperren lassen. Leider geht das auf der Seite nicht direkt undüber den livechat auch nicht. Also habe ich eine Email an das zuständige Support Team geschrieben. Die erste Mail im Januar. Nicht ist passiert. Ich konnte weiter einzahlen. Nun bin ich vor 2 Wochen erneut in den live chat gegangen und habe dort meine Situation geschildert. Dort wurde nur gesagt, dass man es als dringlich an die verantwortliche Abteilung senden würde. Meine Frage, ist das überhaupt rechtens, wenn ich bereits 2 mal nachgefragt habe. Und wie sieht es mit dem verlorenen Geld aus? Besteht da die Möglichkeit einer Rückzahlung, da ich ja bereits im Januar meine Sperrung beantragt habe.

Dear jkbbarca,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear jkbbarca,

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.

I have already written to her by email.

Ich habe bereits per Email an sie geschrieben.

Good day.

Did you receive the email, or do I need to send another one?

Guten Tag.

Haben sie die Email erhalten, oder muss ich nochmal eine senden?

Thank you for your email — I’ve received it.

Unfortunately, in your message to the casino, you didn’t specify the reason why you wish to close your account. Please note that we’re only able to assist players with the refund of lost deposits in cases where they have explicitly stated that they suffer from gambling addiction and requested self-exclusion for that reason.

If you did not mention gambling addiction in any of your messages to the casino, the most we can currently do is help you submit a proper self-exclusion request.

When applying for self-exclusion, it’s important to clearly state the reason (gambling addiction) and specify the duration of the exclusion. I also recommend using a clearly marked subject line, as casino support receives many emails daily. A visible and well-structured request stands a better chance of being processed quickly. Lastly, please make sure to save a copy of your self-exclusion email as proof of your request.

You can use the following example:

Subject: Self-exclusion due to gambling addiction

Player Information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email body:

Dear [Casino Name],

I’m writing to inform you that I wish to self-exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [insert period – e.g. 6 months, 1 year, lifetime].

The reason for this request is that I am struggling with gambling addiction.

I understand and accept that I will not be able to reverse this decision, and the self-exclusion cannot be lifted before the end of the specified period.

Thank you for your understanding.

Kind regards,

[Your name]

Please fill out the template and send it to the casino at support@spinrollz.com, and make sure to add me (veronika.f@casino.guru) in CC so I can follow up.

I’m here if you need any help with this or have further questions.

Dear jkbbarca,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.