Spinrollz Casino - El jugador solicita el historial de transacciones debido a su adicción al juego.

Good day, I live in Germany, but not in Schleswig-Holstein. In 2025, I developed a severe gambling addiction at Spinrollz due to repeated enticing phone calls and persistent email offers from them. I was able to easily play higher stakes at Spinrollz. As a result, I deposited and gambled away between €200 and €1000 daily. I cannot accurately quantify the exact financial damage. I consulted a law firm that also represents clients abroad. They advised me to write to the casino, referencing German law and requesting my complete transaction history. This has not happened. Therefore, I am giving Spinrollz the opportunity to settle the damages incurred and to end any further action. Even the phone calls to encourage me to play more are clearly deliberate. I explicitly addressed my gambling addiction when my "VIP Manager" from Spinrollz called me to offer me further bonuses.

Guten Tag,ich wohne in Deutschland und auch nicht in Schleswig Holstein.2025 habe ich bei Spinrollz durch wiederholte Lock Anrufe von Spinrollz und andauernde E-Mail Angebote von Spinrollz ein starkes Suchtverhalten entwickelt.Ich konnte bei Spinrollz ohne weiteres auch höhere Einsätze spielen.Dadurch habe ich täglich zwischen 200-1000€ eingezahlt und auch verspielt.Der genaue finanzielle Schaden lässt sich für mich nicht genau beziffern.Ich habe mir einr Anwaltskanzlei gesucht die auch im Ausland mein Recht vertritt.Diese hat mir dazu geraten das Casino anzuschreiben und auf die Rechtsprechung hier in Deutschland hinzuweisen und mir den gesamten Zahlungsverlauf zu senden.Dies ist nicht passiert.Deshalb gebe ich Spinrollz hier die Möglichkeit den entstandenen Schaden zu regulieren um weitere Schritte zu beenden.Selbst das Anrufen um mich zum weiteren Spielen anzuregen ist reiner Vorsatz.Die Spielsucht wurde von mir explizit angesprochen als mich mein ,,VIP Manager,,von Spinrollz angerufen hatte um mir weitere Boni anzubieten.

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Dear Bagger,

Thank you very much for submitting your complaint. I am sorry to hear about the issues you are facing at Spinrollz Casino.

Regrettably, we are unable to fulfill your request for a comprehensive report of your deposits and withdrawals from the casino. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard. 

To proceed further, could you please confirm whether you have requested a self-exclusion or indicated any gambling related issues to the casino?

Looking forward to your reply.

Best regards,

Attila

Good day, I have repeatedly asked you about the deposits and informed your VIP manager about my gambling addiction.

Guten Tag,ich habe ihnen mehrfach eine Anfrage gestellt über die Einzahlungen und ihrem VIP Manager mehrfach über meine Spielsucht informiert.

My gambling addiction is well-known and has been since last year. I explicitly pointed this out to the "VIP" agent who calls me every time from a different number. I demand that the casino refund all my money, otherwise I will file a criminal complaint!

Die Spielsucht ist bekanntund das schon seit letztem Jahr.Ich habe den ,,VIP,, Agenten der mich jedes Mal mit einer anderen Nummer anruft explizit darauf hingewiesen gewiesen.Ich fordere das Casino auf mein gesamtes Geld zurück zu zahlen,sonst Stelle ich Strafanzeige!

Dear Bagger,

Thank you for your reply. Could you please forward the communication where you indicated gambling related problems directly to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

I have forwarded the email to the email address you provided.

Ich habe ihnen die E-Mail weiter geleitet an die angegebene EMail Adresse von ihnen.

Thank you for your response. Could you please confirm whether you currently still have access to your account? If not, could you please confirm when did the casino close your account? Additionally, could you please confirm when was the last time you made a deposit into this casino?

Thank you in advance for your reply.

I still have access to my account. Since last week I deposited another €5000 and lost it all.

Ich habe noch Zugriff auf mein Konto.Seit letzter Woche habe ich wieder 5000€ eingezahlt und alles verloren

I'm still getting calls from the VIP manager. They're telling me I can win everything back.

Ich werde auch nach wie vor von dem VIP Manager angerufen.Mir wird gesagt dass ich alles zurück gewinnen kann

I am a gambling addict and have repeatedly requested that my account be closed; now I have already lost €60,000 since I requested the account closure via email.

Ich bin Spielsuchtig und habe mehrfach darum gebeten dass mein Konto geschlossen wird,jetzt sind es bereits 60000€ die ich seit dem ich dir Kontoschließung per E-Mail beantragt habe verloren habe.

I made my last deposit on April 27, 2026, even though I explicitly requested that my account be closed on May 11, 2025. I want all my stakes from the casino back for that period!

Die letzten Einzahlung habe ich am 27.04.2026 getätigt obwohl ich explizit eine Schließung meines Kontos am 11.05.2025 gefordert habe.Ich möchte die gesamten Einsätze vom Casino aus dem Zeitraum zurück!

Dear Bagger,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thanks so much

Vielen lieben Dank

Hello Bagger, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like 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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for contacting us.

We kindly inform you that your account has been closed.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinrollz Casino

Unbelievable, almost €60,000 later. Furthermore, I request that I no longer receive any further scam calls from my "VIP Manager"! I demand that the casino refund all my deposited stakes. I also reserve the right to discuss your casino's practices on all public platforms until I receive a partial refund. It's unacceptable how someone who explicitly states they are a gambling addict is being exploited by you!

Wahnsinn,fast 60000€ später.Desweiteren möchte ich sie darum bitten dass ich KEINE weiteren Lock Anrufe von meinem ,,VIP Manager,, mehr haben möchte!Ich fordere das Casino auf all meine eingezahlten Einsätze an mich zurück zu zahlen.Desweiteren behalte ich mir vor die Vorgehensweise ihres Casinos auf allen öffentlichen Plattformen aus zu diskutieren,bis ich mein Geld anteilig zurück habe.Das kann es ja wohl nicht sein wie man wenn man explizit sagt dass man spielsüchtig ist,bei ihnen ausgenommen wird!

Furthermore, I would like to point out to the casino that the calls made from Germany by their "VIP Managers" to generate even more revenue are illegal. Since I was able to play with high stakes without any problems, and the VIP Managers saw and confirmed by phone that I had advanced another level, they were aware that this is a criminal offense in this country. I still have their phone numbers and email addresses. I want my stakes back, otherwise I will file a criminal complaint!

Desweiteren möchte ich das Casino darauf hinweisen dass die von ihren ,,VIP Manager,, getätigten Anrufe aus Deutschland um noch mehr Einnahmen zu erzielen,rechtswidrig sind.Da ich ohne Probleme mit hohen Einsätze spielen konnte,und die VIP Manager das gesehen und auch telefonisch ausgewertet haben dass ich wieder eine Stufe aufgestiegen bin,haben sie davon Kenntnis gehabt dass dies hierzulande strafbar ist Die Telefonnummern habe ich noch,und auch ihre E-Mails Ich möchte meine Einsätze zurück,sonst erstatten ich Strafanzeige!

Dear all,

Thank you for the patience.

We would like to inform you that we are currently investigating the case. In the meantime, we kindly ask if you could provide us with the email you previously sent regarding the mentioned gambling addiction matter, including the date it was sent or the email ID/reference number, so that we may investigate further.Regarding your DPO that you request it was provided in April in your email, also i inform the relevant department to provide again.

We apologize for any inconvenience caused and appreciate your cooperation.

Kind regards,

Spinrollz Casino

Thank you for the provided screenshot, dear Bagger, this is very helpful.

Dear Spinrollz Casino, as per the screenshot above, the player has requested self-exclusion, stating gambling addiction, on 11th May 2025. The support team responded in the next 20 minutes inquiring about the reason for the account closure, which points towards the mistake on the support agent's part. It seems like the message has not been read with understanding by the support agent, and caused a failure in self-exclusion procedure.

Since the player has clearly stated gambling addiction as the reason for account closure, and the support team has received this message, Casino Guru will consider the date of 11/05/2025 as the day the legitimate self-exlusion request has been made.

I would like to ask if you could first confirm that the account has been closed with no option for reopening, note about player's gambling addiction has been added, and player's credentials blacklisted to prevent re-registering.

Then, I would like to ask if you could e-mail me (matej.l@casino.guru) the player's cashier history showing both deposits and withdrawals from 11/05/2025 until the accoutn closure, so we can check if any refund should be issued. Thank you very much for your cooperation.

I have sent you my personal data report to your email address. There you can see how much money I have lost due to the aforementioned gambling addiction. I demand the return of the deposits paid from the casino starting from the day the account was closed!

Ich habe ihnen meinen persönlichen Data Report an ihre E-Mail Adresse gesendet.Dort können sie sehen wie viel Geld ich verloren habe auf Grund der angesprochenen Spielsucht.Ich fordere die gezahlten Einzahlung ab dem Tag der geforderten Kontoschließung vom Casino zurück!

Thank you very much, Bagger, I can confirm reception of the message. I will review the data and post my conclusion shortly.

Thank you so much for your help 🍀

Vielen Dank für ihre Hilfe 🍀

Hello everyone, after checking the player's cashier history and taking the 11/05/2025 as the day the self-exclusion process should have been initiated by the casino, it seems like the player is eligible for a refund of 47,550 EUR.

Dear Spinrollz Casino, could you please confirm the account has been closed and marked as "self-exclusion due to gambling addiction, never reopen", all marketing communication has stopped and player's credentials were blacklisted, to prevent re-registration?

Also, could you please discuss internally the refund amount mentioned above, and whether the management will approve the payment? Thank you.

Dear Matej,

Thank you for the patience.

We kindly inform you that we have sent you email regarding the matter.

Kind regards,

Spinrollz

Furthermore, it is questionable why the casino's "VIP agents" pressured players to deposit even more money, even though it was clearly evident that a player from Germany should not have been allowed to play with such high stakes. Since the VIP agents knew my place of residence and contacted me from Germany, this constitutes incitement to a crime. I want my money back!

Desweiteren ist es fraglich warum das Casino ,,VIP Agenten ,,hat die Spieler dazu nötigen noch mehr ein zu Zahlen,obwohl es eindeutig klar ist dass ein Spieler aus Deutschland nicht mit so hohen Einsätzen spielen hätte dürfen.Da die VIP Agenten Kenntnis von meinem Wohnsitz hatten und aus Deutschland bei mir angerufen wurde,stellt das eine Anstiftung zur Straftat dar.Ich möchte mein Geld zurück!

Thank you for the message, Spinrollz Casino, I have received it and will respond shortly.

Dear Bagger, could you please send me an e-mail (matej.l@caisno.guru) with the whole conversation you have posted the screenshot of 2 days ago (the one from 11/05/2025, where you requested self-exclusion and the agent Katharina responded)? Ideally please send me the whole conversation as an attachment, not just forwarding the message itself. Thank you very much.

Of course, I'll send it to her email address.

Natürlich,ich schicke ihn an ihre E-Mail Adresse

I forwarded the email to them.

Ich habe ihnen die E-Mail weiter geleitet.

Spinrollz certainly still has the chat history. They are obligated to do so.

Den Chatverlauf hat Spinrollz mit Sicherheit noch.Dazu sind sie ja verpflichtet.

According to GDPR regulations, as a resident of Germany, I should never have been allowed to play at Spinrollz with stakes exceeding one euro! The casino could and should have addressed this before I lost €60,000! Their "VIP agents" know this when they call someone from Germany with a German phone number. I demand my money back!!!

Laut DSGVO-Auskunft hätte ich mit Wohnsitz in Deutschland doch nie mit Einsätzen über einem Euro bei Spinrollz spielen dürfen!Das hätte das Casino bereits vor 60000€ Verlust regeln können und müssen!Das wissen ihre ,,VIP-Agenten,, wenn sie jemanden aus Deutschland anrufen mit einer deutschen Nummer.Ich fordere mein Geld zurück!!!

Furthermore, I have now filed a criminal complaint against the "VIP agents." Since Spinrollz knew I live in Germany and I received calls from German phone numbers on their behalf to further my gambling addiction, this was done intentionally. The casino should not have allowed me to play at all from the day of my registration because I am from Germany and was also clearly playing using a German IP address. This is regulated by the Interstate Treaty on Gambling (GlüStV 2021). Therefore, the VIP agents have committed a crime. I want my money back as soon as possible!

Desweiteren habe ich nun Strafanzeige gegen die ,,VIP,-Agenten,, gestellt.Da das Spinrollz wusste dass ich in Deutschland wohne,ich von deutschen Telefonnummern angerufen wurde im Auftrag von Spinrollz um weiter meine Spielsucht an zu treiben.Ist das unter Vorsatz geschehen.Das Casino hatte mich bereits ab dem Tag der Registrierung überhaupt nicht spielen lassen dürfen,weil ich aus Deutschland bin,und auch offensichtlich über eine deutsche IP Adresse gespielt habe.Das ist über denGlücksspielstaatsvertrag (GlüStV 2021) geregelt.Somit haben sich die VIP Agenten strafbar gemacht.Ich möchte mein Geld zurück,zeitnah!

Dear Bagger, seems like you have sent me only your original message and cashier/gameplay history, which I already have. What I need is the whole e-mail chain: your request for self-exclusion, casino's reply and so on.

Three day ago, you have posted a screenshot of your self-exclusion request and casino response to it. I need that exact conversation, but as an e-mail chain, not the screenshot. Thank you.

I forwarded the entire process to them.

Ich habe ihnen den gesamten Verlauf weiter geleitet

Furthermore, self-exclusion doesn't work at all with Novaforge and Spinrollz. I'm still registered with Spins of Glory. And lo and behold, as soon as Spinrollz is deactivated, the VIP manager from Spins of Glory immediately contacts me.

Your license should be revoked! I demand my money back!!!

Im übrigen funktioniert bei Novaforge zu denen Spinrollz überhaupt kein Selbstausschuss.Ich bin nach wie vor bei Spins of Glory angemeldet.Und siehe da,kaum ist spinrollz deaktiviert,meldet sich auch gleich der VIP Manager von Spins of Glory.

Euch gehört die Lizenz entzogen!Ich fordere mein Geld zurück!!!

What happens next?

Wie geht das jetzt weiter?

The casino operates without a license in Germany, therefore the casino, through its employed VIP agents, has committed a crime. Since this involved repeated emails and phone calls, it constitutes multiple offenses. A complaint has already been filed against the VIP agents. If no agreement is reached by this evening, I will immediately file another complaint against Spinrollz and the entire casino group, which also includes Spins of Glory. I demand my money back!

Das Casino ist in Deutschland ohne Lizenz,somit hat das Casino durch die von ihnen Angestellten VIP Agenten den Vorsatz für eine Straftat erfüllt.Da es sich um wiederholte E-Mails und Anrufe gehandelt hat,sind es gleich mehrere Straftaten.Eine Anzeige gegen die VIP Agenten ist bereits aufgegeben.Gibt es bis heute Abend keine Einigung,gebe ich direkt eine weitere gegen Spinrollz und die komplette Casinogruppe zu der auch Spins of Glory gehört,auf Ich fordere mein Geld zurück!

Thank you, dear Bagger, for the last e-mail, it is exactly what I needed. Since I am not a lawyer, I will not comment on your legal options and VIP agents calling you in person.

I can only comment on the fact that getting self-exclused in one casino, does not get you automatically excluded in other casinos owned or operated by the same entity. This is, unfortunately, an industry standard and unles terms & conditions or responsible gambling page explicitly states that self-exlusion is owner/operator-wide, you have to treat the casino as a singular entity and self-exclude from each one separately. No court of law would dispute that.

However, getting contacted by another casino as soon as your self-exclusion in another one is confirmed, is not in line with our player protection rules and I have added notes for future reference, regarding this incident.

I would like to ask whether you have sent more e-mail asking for self-exclusion due to gambling addiction, or whether you have inquired with the support (via email or live chat) about the status of your request from 11/05/2025.

Last but not least, I apologise if my previous request was not worded well, but the e-mail you have sent me has been forwarded, while I need the conversation as an attachment. It means You need to create new e-mail, address it to myself and then add the coversation from 11/05/2025 to this new message as an attachment. I need the original file so I can upload it alongside the other evidence.

I already forwarded the email to them. How am I supposed to forward it as data?

Ich habe ihnen die E-Mail doch bereits weiter geleitet.Wie soll ich die als Data weiterleiten?

Dear Bagger, if it is easier to you, you can e-mail me (matej.l@casino.guru) a screen recording of you entering the "Sent" mailbox, clicking on the e-mail you have sent to the casino on 11/05/2025 and showing its content (including sender, recipient, subject and the message itself) in its entirety. That will be sufficient. Thank you.