Spinrollz Casino - La cuenta del jugador debería estar bloqueada, pero no lo 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.

No, they did not react to my ban in the Oasis system.

Nein haben nicht drauf reagiert auf meine Sperre im Oasis System.

Thanks for your reply.

Please note that we can only ask the casino for a refund of lost funds if the player discloses gambling issues to the casino. From the communication you provided so far, no disclosure of gambling issues took place. Please let me know if there is any other relevant communication you exchanged with the casino for me to review.

Thanks in advance for your reply.

I'm banned from the Oasis system in Germany and couldn't even register there in the first place due to my gambling addiction. I informed the casino that I was banned in Germany, and even though I was still able to register, I received no response from support. Only after I wrote again stating that I was banned from the Oasis system in Germany did they close my account. This allowed me to make deposits again, which the online casino can confirm. I read about a similar case here in the forum, and that one involved €16,000. In my case, it's €500 that I'd like to get back, since, as I said, I'm banned from the Oasis system and couldn't have deposited any money in the first place. I also had to go to the police because of this; it was a case involving Vulkan Vegas Casino for illegal gambling and money laundering. €1,000 that I should have received simply disappeared. Unfortunately, because the police in Germany can't uncover many online casinos through German banks, many people lose a lot of money to these online casinos.

Ich bin im Oasis System gesperrt in Deutschland und hätte mich erst gar nicht anmelden können dort wegen der Spielsucht, ich hab das Casino mitgeteilt das ich gesperrt bin in Deutschland und trotzdem mich da anmelden konnte da kam nichts von dem im Support, erst wo ich nochmal geschrieben hatte das ich in Deutschland im Oasis System gesperrt bin haben die mein Konto geschlossen, somit hatte ich wieder Einzahlungen getätigt dies kann auch das Online Casino bestätigen, ich hab hier im Forum gelesen auch so ein Fall und da ging es gleich mal um 16000€, bei mir sind es 500€ die ich gerne zurück haben möchte da ich Ja nochmal gesagt im Oasis System gesperrt bin und ich erst gar nicht Geld hätte einzahlen können, ich musste deswegen auch mal zur Polizei das war hier auch ein Fall bei Vulkan Vegas Casino wegen illegalen Glücksspiel und Geldwäsche da sind 1000€ die ich hätte noch bekommen müssen auch einfach weg, da die Polizei in Deutschland leider nicht so viele Online Casinos durch Deutsche Banken aufdecken können verlieren viele sehr viel Geld an solche Online Casinos

Thanks for sharing your point of view.

Please share with me the communication that led to your account closure, and the information about the case you found that appeared to be similar to yours.

Send the information to my email at tomas@casino.guru or post it here.

Thanks in advance for your reply.

Only after I requested a refund and explained that I was a gambling addict did they block my account.

The case is closed; it involved €16,000. He also wanted to close his account, but there were problems, and after some back-and-forth correspondence, he got his money back.

Erst nach dem ich nach Geld Rückforderung angefragt habe und ich geschrieben habe das ich Spielsüchtig bin haben die mein Konto gesperrt

Der Fall ist geschlossen da ging es um 16000€ er wollte auch sein Konto schließen da gab es Probleme und nach hin und her geschreibe hat er sein geld zurück bekommen

I apologize; however, such a description is insufficient for me to use as a basis for any further comparisons. If you can find the complaint itself and share a link here or to my email at tomas@casino.guru I'll review the case again.

Thanks for your understanding.

The player from Germany initially requested that his account be closed due to excessive gambling, but received no confirmation, leading him to believe his account was indeed closed. After receiving a bonus offer, he relapsed into gambling and subsequently requested his account be closed again, but his requests were ignored. He demanded a refund of his deposits totaling nearly €18,000, citing negligent player protection measures by the casino. The issue was resolved when the casino processed his manual withdrawal and confirmed that the funds had been sent and the player had successfully received them. Following the player's confirmation of the refund, we marked the complaint as resolved.

Written by Michal

Complaint Resolution Center Team Lead & Casino Analyst

Submitted on: 2025-03-03 | Solved: 2025-05-06

Der Spieler aus Deutschland hatte zunächst wegen exzessivem Glücksspiel die Sperrung seines Kontos beantragt, erhielt jedoch keine Bestätigung, was ihn zu der Annahme veranlasste, sein Konto sei geschlossen. Nachdem er ein Bonusangebot erhalten hatte, verfiel er wieder dem Glücksspiel und beantragte anschließend erneut die Sperrung seines Kontos, doch seine Anträge wurden ignoriert. Er forderte die Rückerstattung seiner Einzahlungen in Höhe von insgesamt fast 18.000 € und berief sich dabei auf fahrlässige Spielerschutzmaßnahmen des Casinos. Das Problem wurde behoben, als das Casino seine manuelle Auszahlung bearbeitete und bestätigte, dass das Geld gesendet und der Spieler erfolgreich empfangen wurde. Nach der Bestätigung der Rückerstattung durch den Spieler haben wir die Beschwerde als gelöst markiert.

Verfasst von Michal

Complaint Resolution Center Team Lead & Casino Analyst

Eingereicht am: 2025-03-03 | Gelöst : 2025-05-06

Thanks for your reply.

From my point of view, the situation appears to be different from the one you are facing in a key aspect, namely, the player in the complaint you refer to informed the casino of their gambling issues initially. If you wish to be protected from further play in an online casino where you have an open account, you need to disclose your gambling issues to the casino. I understand our conclusion might seem unsatisfactory; however, our criteria for involvement are narrow and depend on the factors already discussed. I wish you wouldn't face similar issues in the future.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.