Spinrollz Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Hello,

Despite several emails requesting that I block my account, I continued to be lured with bonuses and encouraged to play with tournaments, deposit bonuses, and a €100 credit to my account.

A VIP advisor asked for the reasons I always give for wanting to delete my account. I answered these questions, and then there was radio silence. I sent these emails several times.

Promotional emails with new bonuses arrived almost daily, and so I was tempted to play again despite repeatedly pointing out the irrevocable ban.

Furthermore, there is no deposit limit, no 5-minute break after 1 hour, and increased stakes.

For this reason, I would like to have my recent deposits back.

Hallo,

trotz mehrere Emails dass ich mein Konto sperren möchte, wurde ich weiterhin mit Bonus gelockt und zum Spielen verleitet mit Turnieren, Einzahlungsboni, 100 Euro Gutschrift auf dem Konto.

ein vip Berater fragte nach den Gründen die ich immer mitteilte warum ich mein Konto löschen möchte. Dies habe ich beantwortet und danach war dann Funkstille. Ich habe diese Emails mehrmals gesendet.

Werbe Emails mit neuen Boni kamen fast täglich und so wurde ich wieder zum Spielen verleitet obwohl ich mehrmals auf die unwiderrufliche Sperre hingewiesen habe.

desweiteren gibt es kein Einzahlungslimit, keine 5 min Pause nach 1 Std und erhöhte Einsätze.

Aus diesem Grund möchte ich die letzten Einzahlungen wieder haben

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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 having gambling issues or trouble controlling your gambling? 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 you believe you are a vulnerable individual in need of protection from further gambling and your account is currently not blocked, as the next step, I recommend you contact the casino again and ask for a self-exclusion due to gambling problems. Address your request to the support of the casino 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

Hello,

The casino hasn't responded to my last email regarding the account suspension. I can still log in and deposit money. The last deposit was on Sunday.

I received another promotional email today.

The casino has not responded to either the account suspension or the refund request.

Hallo,

Das Casino hat auf meine letzte Mail mit der Sperrung nicht geantwortet. Ich kann mich weiterhin einloggen und Geld einzahlen. Die letzte Einzahlung war am Sonntag.

Auch heute habe ich wieder eine werbeemail erhalten.

sowohl auf die Sperre als auch auf die Rückzahlung hat das Casino nicht mehr geantwortet.

The account suspension has now been addressed, and an apology has been issued for the long wait and processing time. However, after a third inquiry, I requested a refund of the €3000, but was referred to the terms and conditions, which state that this is not possible.

Doesn't this casino also have a monthly maximum deposit of €1000? And there's no self-exclusion or self-blocking feature after 5 minutes of play (60 minutes total).

Mittlerweile wurde auf die Sperrung geantwortet und sich für die lange Wartezeit und Bearbeitung entschuldigt. Auf die Forderung die 3000 zurück zu erstatten nachdem ich ein 3. mal nachgefragt habe, wurde auf die AGBs verwiesen, dass es nicht möglich ist.

ist bei diesem Casino nicht auch die monatliche maximal Einzahlung von 1000 Euro ? Auch ein selbst Ausschluss oder Sperre 5 min nach 60 min spielen ist hier alles nicht vorhanden

Update 8.3.: I received an email stating that my account is now blocked as requested, but I can still log in and receive promotional emails about playing and bonuses when depositing.

Update 8.3.: ich habe eine Email erhalten mein Konto ist nun wie gewünscht gesperrt, aber ich kann mich nach wie vor einloggen und bekomme werbe Emails zum spielen und Bonus beim einzahlen

Misled by advertising emails and promises and bonuses, I deposited another 2000 today.

I can still deposit money into games despite the ban I have been requesting for weeks.

verleitet der werbe Emails und versprechen und Bonus hab ich heute wieder 2000 eingezahlt.

weiterhin kann ich einzahlen in Spielen trotz Sperre die ich seit Wochen gefordert habe

Thanks for the update.

Kindly share with me your self-exclusion request, disclosing your gambling issues to the casino, with timestamps, sent to the casino as evidence of failed player protection. My email is tomas@casino.guru

Alternatively, post a screenshot here.

Thanks in advance for your cooperation.

Hi, an email has just been sent to you.

Hallo, Mail ging soeben an dich raus

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Chrizzzzzz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas