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

Ladies and Gentlemen

I came across you during my internet research on Spinrollz and would like to politely ask for your help.

I suffer from gambling addiction and on November 9, 2024, I first requested that my account be blocked due to gambling addiction.

Further attempts were made by email on March 5, March 7, March 24, April 2, and April 4…

I also tried several times via live chat. They always said someone would take care of it quickly. But nothing ever happened. I never received a response.

Instead, I am bombarded with offers and advertisements, which is not helpful.

Since my first email on November 9th, I have lost 8,620 euros.

Can you please help me?

Many thanks and kind regards

Jürgen Op*****

Sehr geehrte Damen und Herren,

ich bin bei meiner Internetrecherche zu Spinrollz auf Sie gestossen und möchte Sie höflichst um Hilfe bitten.

Ich leide unter Spielsucht und habe am 09.11.2024 das erste mal gebeten, mein Konto wegen Spielsucht zu sprerren.

Weitere Versucht per Mail gingen raus am 05.03., 07.03., 24.03., 02.04., 04.04…

Darüber hinaus gab es auch diverse Versuche über den LiveChat. Hier wurde immer gesagt, es würde sich schnell jemand kümmern. Es ist aber nie etwas passiert. Ich habe nie eine Antowrt erhalten.

Stattdessen werde ich mit Angeboten und Werbung überhäuft, was nicht hilfreich ist.

Seit meiner ersten Mail vom 09. November habe ich 8.620 Euro verloren.

Können Sie mir bitte helfen?

Vielen Dank und freundliche Grüße

Jürgen Op*****

Hello jo64075,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinrollz Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you exactly mention gambling addiction in your initial request in November?
• When was the last time you spoke to the casino and what was it about?

If possible, please forward your first self-exclusion request which you have sent to the casino to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Nick, I have sent my answers to your email address.

Best regards

Hallo Nick, ich habe Ihnen meine Antworten an Ihre Mailadresse geschickt.

Mit freundlichen Grüßen

Hello jo64075,

Could you please answer to all the questions here in the complaint for the public to be visible how your issue escalates?

Additionally, resend the e-mail as well as some error occurred and it's content is not visible.

Regards,

Nick

Hello Nick,

I have forwarded my email from April 10, 2025, to you again, using the subject line "Complaint ID: 156990." The email also contains screenshots and a file attachment. Also attached is the first email from November 2024 regarding account suspension/player exclusion from Spinrollz.

Regarding the questions:

1. Can you please tell us if your account has already been verified and, if so, since when exactly?
2. Did you specifically mention gambling addiction in your first inquiry in November?
3. When was the last time you spoke to the casino and what was it about?

Regarding 1: I took a screenshot and sent it via email. It says, "It looks like your account doesn't need to be verified. Enjoy our games!" I'm not aware of any actively verified information.

2.: I explicitly mentioned gambling addiction in every email and also in the chat.

Regarding 3: The last chat was on April 1, 2025. It was about my account being blocked due to gambling addiction. Unfortunately, I don't have a complete transcript for this, but the casino should have it. The last email on the same topic was on April 4, 2025, with a reference to my email from November.

I never received a response. But I guess I'm a VIP now.

Best regards

Hallo Nick,

ich habe meine Mail vom 10.04.2025 nochmal an Sie weitergeleitet und den Betreff "Beschwerde-ID:156990" verwendet. Die Mail enthält auch Screenshots und einen Dateianhang. Ausserdem hängt die erste Mail wegen Kontosperre/Spielerausschluss aus November 2024 an Spinrollz an.

Zu den Fragen:

1. Können Sie uns bitte mitteilen, ob Ihr Konto bereits verifiziert ist und wenn ja, seit wann genau?
2. Haben Sie in Ihrer ersten Anfrage im November konkret auf Spielsucht hingewiesen?
3. Wann haben Sie das letzte Mal mit dem Casino gesprochen und worum ging es?

Zu 1.: Hierzu habe ich einen Screenshot gemacht und per Mail mitgesendet. Darin steht ""Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spass mit unseren Spielen!" Aktiv verifiziert ist mir nicht bewusst.

Zu 2.: Ich habe in jeder Mail und auch im Chat explizit auf Spielsucht hingewiesen.

zu 3.: Der letzte Chat war vom 01.04.2025. Es ging um die Sperrung meines Kontos wegen Spielsucht. Leider habe ich dazu kein komplettes Transscript, sollte ja aber das Casino haben. Die letzte Mail zum gleichen Thema war vom 04.04.2025 mit dem Verweis auf meine Mail aus November.

Eine Reaktion habe ich nie erhalten. Inzwischen bin ich wohl aber VIP.

Mit freundlichen Grüßen

Thank you jo64075 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jo64075,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinrollz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

A year ago, I had myself banned from gambling in Germany. I've since also blocked/cut up my credit card. Unfortunately, Spinrollz stores my credit card information in such a way that I can deposit without it. Since then, my problem has grown by about €6,000. Now I'm ruined.

Vor einem Jahr habe ich mich schon deutschlandweit vom Glückspiel ausschliessen lassen. Ich habe inzwischen auch meine Kreditkarte gesperrt / zerschnitten. Leider speichert Spinrollz meine Kreditkartendaten so, dass ich ohne Karte einzahlen kann. Inzwischen ist mein Problem um etwa 6000 Euro gewachsen. Nun bin ich ruiniert.

Dear jo64075,

We are deeply sorry to hear about your situation and frustration.

We would kindly inform you that your account has been closed.

Furthermore we forwarded your refund request, which will be reviewed as soon as possible.

Thank you for your patience and cooperation.

Kind regards,

Spinrollz Casino Team

Dear Spinrollz Casino,

We will be waiting for your updates.

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 jo64075,

We would kindly like to apologize for the delay of our answer.

Furthermore we would like to ask you to check your emails, where we sent you an offer.

We hope this finds you well and waiting for your reply.

Kind regards,

Spinrollz Casino Team

Hello everyone,

I received an offer from Spinrollz yesterday. It only covers part of my losses, but I accepted it via email so I can get back on my feet.

I'd like to keep this open until I receive a transfer. The casino has received all the necessary information.

First of all, a big thank you to the team at Casino.Guru.

Best regards

jo64075

Hallo zusammen,

ich habe gestern ein Angebot von Spinrollz bekommen. Das deckt zwar nur einen Teil meiner Verluste, ich habe dem aber per Mail zugestimmt, damit ich wieder etwas auf die Beine komme.

Ich möchte das hier nun offen halten, bis ich eine Überweisung bekommen habe. Das Casino hat alle Daten dafür bekommen.

Vorab schon einmal einen herzlichen Dank an das Team von Casino.Guru.

Mit freundlichen Grüssen

jo64075

Dear jo64075,

Thank you for the update. I will keep the complaint open until you receive your funds. Please let us know here as soon as you do.

Dear jo64075,

We would kindly like to apologize for the delay of our answer.

Unfortunately, we did not receive any email from you regarding the accept of our offer, nor your details in order to finalize the payment.

We would kindly ask you to reply to the email we send you ( we were sending it now again), in order to complete the case.

Kind regards,

Spinrollz Casino Team

Dear Nina from Spinrollz,

I had already replied to your email on Friday, May 9, 2025, at 11:20 CET. I accept your offer. I also provided my bank details. I also forwarded a copy of the email to Michal from Casino.Guru, whom I have added to my CC in my second email.

Here are my bank details again:

.......

Dear Michal, please forward my email from just now to Spinrollz so that we can come to a quick end here and no one will say that I didn't reply.

Thank you very much!

Best regards

jo64075

Liebe Nina von Spinrollz,

ich hatte bereits am Freitag, den 09.05.2025 um 11:20 MEZ Ihre Mail beantwortet. Ich akzeptiere Ihr Angebot. Meine Bankdaten hatte ich auch angegeben. Eine Kopie der Mail hatte ich auch an Michal von Casino.Guru weitergeleitet, den ich in meiner erneuten Mail von eben gleich in CC genommen habe.

Hier nochmal meine Bankdaten:

.......

Lieber Michal, bitte leite doch von deiner Seite meine Mail von eben nochmal an Spinrollz weiter, damit wir hier zu einem schnellen Ende kommen und nicht weiter gesagt wird, ich hätte nicht geantwortet.

Herzlichen Dank!

Liebe Grüße

jo64075

Dear jo64075,

After reviewing all email communication, we can confirm that we did not receive a response from you to our email.

We did not receive any new email from your email address: jue********lski.com

We would kindly like to ask you to just click on "reply" to our email offer in order to finalize your case.

Thank you in advance.

Kind regards,

Spinrollz Casino Team

Dear Sir or Madam, that can't be right. I've replied several times. Will this end up in spam?

Fri 09.05.2025 11:21

Mon 12.05.2025 11:47

Fri 16.05.2025 09:04

Sat 17.05.2025 09:30

@Michal: Could you please forward my response from your account to Spinrollz? I also sent you a copy.

I just sent this again from a new email account.

Best regards

Sehr geehrte Damen und Herren, das kann nicht sein. Ich habe mehrfach geantwortet. Landet das im SPAM?

Fr 09.05.2025 11:21

Mo 12.05.2025 11:47

Fr 16.05.2025 09:04

Sa 17.05.2025 09:30

@Michal: Können Sie bitte meine Antwort von Ihrem Account an Spinrollz weiterleiten? Ihnen hatte ich das auch in Kopie gesendet.

Ich habe das gerade nochmal von einem neuen Mailaccount versendet. jo64075alternative@gmail.com

Liebe Grüße

Dear Nina, i just signed. Please find attached in the mail the document.

I now ask for quick payment.

Please answer briefly so that it is clear that all data is now available.

Best regards

Jürgen

Dear jo64075,

Thank you for the document.

We forwarded all information to the relevant department and will finalize your payment in the nearest time.

Thank you for your cooperation

Kind regards,

Spinrollz Casino Team

Dear jo64075,

I will be waiting for you to confirm the payment.

Dear jo64075,

We are happy to inform you, that your payment has been successfully complete.

Thank you for your cooperation

Kind regards,

Spinrollz Casino Team

Dear caino.guru team, I have received the payment.

Thank you very much for your support. The case is now closed for me.

Best regards

jo64075

Sehr geehrtes Team von caino.guru, ich habe die Zahlung erhalten.

Herzlichen Dank für Ihre unterstützung. Der Fall ist damit für mich abgeschlossen.

Liebe Grüße

jo64075

Dear jo64075,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru