Spinrollz Casino - La cuenta del jugador está cerrada, los fondos son inaccesibles.

Hello, I won some slots, and after a few days, my casino account was blocked. I can no longer access my funds. I entered €1,000 as the disputed amount. Since I haven't been able to access my account for over two months, I have no way of knowing the amount to dispute. I don't know my remaining balance, and the casino won't let me know.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò, non posso più accedere per prelevare i miei fondi. Ho scritto 1000 euro come importo contestato poichè non potendo accedere al conto da oltre due mesi non ho modo di sapere l'importo da contestare del conto, non so quanto sia il mio saldo residuo sul conto e il casino non me lo comunica.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, the remaining balance on the site is 92 euros, so the disputed amount is 92 euros.

I opened the account in January and it was blocked in February. Verification was never requested when the account was still open, but was requested later via email support.

When I tried to log in, it said it was under review, and I couldn't log in. My winnings mostly come from real money.

Salve il saldo residuo sul sito è di 92 euro, quindi l'importo contestato è di 92 euro.

Il conto l'ho aperto a gennaio ed è stato bloccato a febbraio, la verifica non mi è stata mai richiesta quando il conto era ancora aperto, ma è stata richiesta in seguito tramite supporto e-mail.

Nel tentativo di accedere al conto mi indicava che il conto era in revisione e di conseguenza non riuscivo ad accedere. Le mie vincite derivano per lo più da saldo reale. 

Thanks for the explanation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Looking forward to your reply.

Good morning, slot machine

Buongiorno, slot machine

Dear Sasaplay97,

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, Jana (jana.k@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,

Tomas

Dear Sasaplay97,

I am truly sorry to learn that your account has been blocked. I will reach out to the casino promptly to address this matter and work towards a resolution as quickly as possible. In the meantime, I would like to invite a representative from Spinrollz Casino to join this discussion and assist in resolving your complaint.

Dear Spinrollz Casino,

Could you kindly clarify the reasons for the blockage of the player's account? Additionally, we would appreciate it if you could provide any relevant evidence regarding this situation. You may share your statement here, along with the evidence, or send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear all,

Thank you for contacting us.

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

I have already uploaded the requested information to the website and have just resent the documents to your support email address.

Ho già caricato quanto richiesto sul sito e ho appena inviato nuovamente i documenti al vostro supporto email.

Dear all,

Thank you for the patience.

We would like to inform you that your account is now verified.

Kind regards,

Spinrollz

Hi, unfortunately I can't access the site. The problem persists even after my account has been verified. Can you send me a withdrawal for the remaining balance on my account since I can't log in?

Ciao purtroppo non riesco ad accedere al sito il problema persiste nonostante l'account sia stata verifcato. Potete procedere voi ad inviarmi il prelievo del saldo rimasto sul mio account poichè non posso accedere?

Dear all,

Thank you for the patience.

We would like to ask you to provide Bank details for manually withdraw your active balance.

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Spinrollz

Dear all,

Thank you for the patience.

We would like to inform you that your manual withdraw for your active balance is is successfully completed.

Best regards

Spinrollz

Dear Sasaplay97,

We would greatly appreciate it if you could keep us informed when you receive the funds from the casino. Thank you for your continued support and assistance.

I confirm receipt of the withdrawal

Confermo la ricezione del prelievo

Dear Sasaplay97,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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,

Jana

Casino.Guru