Spinrollz Casino - La cuenta del jugador permanece desbloqueada a pesar de las solicitudes.

Hello,

Despite repeated requests over the past weeks, and now also with reference to my gambling addiction, my account has not been blocked, and I receive almost daily SMS and emails to deposit money, which triggers me extremely to gamble and deposit money again and again.

Since receiving the last emails about the account being blocked, I have deposited over 10,000 euros.

There are no 60-minute time limits; you can deposit an unlimited amount, and self-exclusion is not possible. Because of this, I kept depositing more and more money.

Hallo,

trotz mehrfacher Aufforderung seit Wochen und nun auch mit Hinweis auf meine spielsucht wurde mein Konto nicht gesperrt und ich bekomme nahezu täglich sms und Emails zum einzahlen was mich extrem triggert wieder und wieder zu spielen und Geld einzuzahlen.

ich habe seit den letzten emails zum sperren über 10.000 Euro eingezahlt.

es gibt keine Sperren nach 60 min man kann unendlich einzahlen und auch kein Selbstausschluss ist möglich. Dadurch habe ich immer mehr und mehr Geld eingezahlt

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Chrizzzzzz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino. I checked the self-exclusion options information here: https://spinrollz3.com/en/responsible-gaming

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinrollz.com. and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

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?
• Were you able to set your marketing preference options in the account settings, unsubscribing from all marketing communication?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email, 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, I will compose the emails like this.

Yes, I still have access to my account. Will further steps be taken to help me get my deposits refunded? As I said, I've tried multiple times and requested the account to be blocked – as well as disabling the marketing measures (you can't delete anything in the account) – and yet I've been invited again and again and lured with bonuses. I even deposited money repeatedly today. Please help me with this – thank you very much.

Hallo, ich werde die Emails so verfassen.

ja ich habe noch Zugriff auf mein Konto. Werden dann noch weitere Schritte eingeleitet um mich bei der Unterstützung der Rückzahlung der Einsätze zu unterstützen? Ich habe wie gesagt mehrfach versucht und die Sperre beantragt - ebenso auch die Marketing Maßnahmen (man kann nichts im Account löschen) und wurde immer wieder und wieder eingeladen und mit Bonus gelockt. Allein heute wieder und wieder Geld eingezahlt. Bitte unterstützen sie mich hier - vielen Dank

I still receive text messages and emails encouraging and triggering me to deposit money, even though I've disclosed my gambling addiction. Despite my clear emails, I'm constantly contacted for follow-up questions.

I have deposited well over 10,000 euros despite the suspension I repeatedly requested.

Please help me get my money back due to incorrect information and despite being blocked.

Thank you

Nach wie vor bekomme ich sms und emails und werden animiert und getriggert einzuzahlen obwohl ich auf meine spiesucht hihgewiesen habe. Ich werde ständig nach Rückfragen trotz eindeutiger Emails angeschrieben.

ich habe weit über 10.000 Euro trotz meiner Sperre die ich mehrfach gefordert habe eingezahlt.

Bitte helfen sie mir meine Einsätze zurück zu erstatten wegen falscher Informationen und trotz Sperren

vielen Dank

Hello Chrizzzzzz,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update. I would also like to inform you that despite repeated requests to Spinrollz, I am still receiving emails and text messages asking me to deposit funds. My account remains active despite multiple requests to close it due to my gambling addiction. I have to transfer money every day because my account is not being blocked.

Please help me recover my deposits, as all payments were made unlawfully despite requests for account suspension and a halt to advertising.

Danke für das Update / ich möchte auch informieren dass ich nach wie vor trotz mehrfacher Aufforderung an Spinrollz weiterhin Emails und sms bekomme und ich einzahlen soll. Mein Konto ist weiterhin aktiv trotz mehrfacher Aufforderung zur Sperre wegen meiner spielsucht. Ich bin jeden Tag dran wieder zu überweisen weil mein Konto nicht gesperrt wird.

Bitte helfen sie mir die Einzahlungen wieder zu erhalten da alle Zahlungen unrechtmäßig trotz Aufforderung zur Sperre und zum werbe stopp durchgeführt worden sind

Dear Chrizzzzzz,

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, Munya (munya.s@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 Chrizzzzzz,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinrollz Casino to join this conversation and assist in addressing the complaint.

Dear Spinrollz Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Chrizzzzzz,

We hope this message finds you well.

We want to assure you that we’ve taken note of your concern regarding your delayed account closure.

Our team is reviewing this matter and we’ll return to you shortly with a clear update.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

Thank you for your prompt response and commitment to look into the matter. Your update will be greatly appreciated.

Regards.

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 Chrizzzzzz,

We kindly apologize for the delay.

We would like to inform you that our team is reviewing your report and we'll get back to you as soon as possible.

Thank you for your cooperation and patience.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

I would like to respectfully remind you that a timely review would not only help to bring this matter to a satisfactory conclusion, but it would also enhance your brand's reputation. Your cooperation will be greatly appreciated.

Dear Chrizzzzzz,

We would like to kindly confirm that our team is still reviewing your report and we assure that will be completed as a matter of urgency.

We truly appreciate your cooperation and patience.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

I understand that your team has been diligently reviewing this case; however, I would like to express my concern regarding the lack of updates. As we move forward, I must inform you that I can only keep this complaint open for a limited time without any substantial steps toward resolution. If I do not receive an update soon, I may have to mark the complaint as unresolved, which could impact negatively on your rating. I genuinely appreciate your attention to this matter and look forward to your update soon.

Dear Chrizzzzzz,

We kindly request to check the email received and provide us the required information in order to proceed with the payment.

We truly appreciate your cooperation and patience.

Kind Regards,

Spinrollz Casino Team

Hello Spinrollz,

I found the email – thank you for the offer. However, the offer does not cover the more than €10,000 already deposited.

Therefore, I request that you review the process and the case again, taking all circumstances and deficiencies into account, and send me a new offer for the €10,000 I have deposited. I have repeatedly requested account suspension and have been repeatedly pressured and persuaded to deposit funds daily through advertising via SMS and email. Therefore, the offer is insufficient for what I have deposited, even after the suspension. This is to say nothing of the lack of a deposit limit.

Thank you in advance.

Hallo Spinrollz,

ich habe die Mail gefunden - danke für das Angebot. Das Angebot deckt jedoch nicht die eingezahlten mehr als 10.000 Euro ab.

Daher bitte ich sie den Vorgang und Fall nochmal zu prüfen aufgrund aller Umstände und Mängel und mir ein neues Angebot zukommen zu lassen mit den eingezahlten 10.000 Euro da ich mehrmals um Konto Sperrung gebeten habe und mehrmals getriggert und mit Werbung per sms und Email täglich zum einzahlen überredet wurde. Daher ist das Angebot nicht ausreichend für das was ich eingezahlt habe trotz Sperre. Von dem fehlenden Einzahlung Limit ganz abgesehen .

Vielen Dank im Voraus

Dear all,

I acknowledge that communication between both parties is ongoing; however, I would appreciate greater clarity regarding the casino’s current position on the core issues raised in this complaint.

The player maintains that repeated requests for account suspension due to gambling-related concerns were not handled adequately and that promotional communication continued thereafter, allegedly encouraging further deposits. These are serious concerns from a responsible gambling perspective and deserve careful consideration.

At this stage, I would kindly ask the casino to clearly confirm whether it is willing to further review the player’s claims and reconsider the compensation offered in light of the timeline and circumstances presented. A more detailed response addressing these concerns directly would greatly assist in progressing the complaint toward a fair resolution.

As previously mentioned, I can only keep the complaint open for a limited period without meaningful progress. Should the matter remain unresolved without sufficient engagement, I may unfortunately have to proceed accordingly in the final assessment of the case.

I appreciate your cooperation and look forward to your reply.

I would also like to add that I receive daily text messages urging me to register and being lured with free spins - these are casinos like Spinboss, Glorion, etc.

All these websites are structured exactly like Spinrollz, and the chat is also identical in layout. The terms and conditions, games, sitemap, etc., are the same as well.

I only started receiving daily text messages after I registered with Spinrollz - and I continue to receive them despite being banned and having a known gambling addiction.

Ich möchte noch ergänzen, dass ich täglich SMS bekomme und getriggert werde mich anzumelden und gelockt werde mit freispielen - das sind Casinos wie Spinboss, Glorion usw erhalte.

alle diese Homepages sind genauso aufgebaut wie Spinrollz und auch der Chat ist der gleiche vom Aufbau. Ebenso die Bedingungen, Spiele, Sitemap usw.

die täglichen sms bekomme ich auch erst seitdem ich bei Spinrollz angemeldet bin - auch weiterhin trotz Sperre und meiner bekannten spielsucht.

Hello everyone,

I'm totally triggered again. Despite my known problems and reported gambling addiction, I'm still receiving text messages urging me to gamble. I just got another one. I don't know why Spinrollz keeps sending me texts despite the ban and urging me to gamble.

I'm not getting a solution anymore – I'm afraid to gamble and use money again, even though it's known that I suffer from gambling addiction. I don't know what to do anymore.

Hallo an alle,

ich bin wieder total getriggert trotz meiner bekannten Probleme und gemeldeten spielsucht bekomme ich weiterhin sms zu Aufforderung zum Spielen. Gerade eben wieder eine erhalten. Ich weiß nicht wieso Spinrollz weiterhin mir sms sendet trotz Sperre und mich auffordert zum Spielen.

eine Lösung erhalte ich auch nicht mehr - ich habe Angst wieder Geld einzusetzen und zu spielen obwohl bekannt ist dass ich unter spielsucht leide. Ich weiß nicht mehr weiter

And I even received another advertisement via email. I don't know what this has to do with responsible gaming, triggering people and enticing them to deposit money with advertisements from people who have already revealed their gambling addiction (I've hidden the email address, but I can provide it).

Und per Mail kam sogar auch nochmal Werbung. Ich weiß nicht was dies mit Verantwortungsvollen Spielen zu tun hat, Menschen zu triggern und zur Einzahlung zu bewegen mit Werbung die bereits ihre spielsucht offenbart haben (Email Adresse hab ich ausgeblendet, kann ich aber zur Verfügung stellen)

Chrizzzzzz

Thank you for your update. I am sorry to hear that you continue receiving promotional messages and understand that this situation is distressing and triggering for you, particularly given the concerns you have raised regarding gambling addiction.

Please be assured that I have taken note of the additional information you provided.

At this stage, however, I must wait for the casino’s formal response and clarification before I can comment further or determine the next steps in the resolution process.

In the meantime, I would encourage you to avoid interacting with the messages where possible and, if you are comfortable doing so, to keep sharing copies/screenshots of any further communications received, as they may assist in the ongoing assessment.

Thank you for your patience and cooperation while the matter remains under review.

Dear All,

The case is currently undergoing an additional review by our management team.

We are working to secure a response shortly and will provide an update as soon as possible.

Thank you for your continued patience.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

I appreciate your management team’s continued review of this matter. However, I must also formally express my growing concern that, despite the time that has passed, no clear or concrete resolution has yet been provided.

In particular, it is troubling that a player who specifically requested self-exclusion due to gambling addiction continues to receive promotional communications from your casino. I trust I do not need to emphasise the seriousness of this issue, especially in light of the responsible gambling and safe practice standards expected within the industry.

I would respectfully urge your team to take note of these concerns and ensure that appropriate corrective action is taken without further delay. Situations of this nature can have wider implications, including potential reputational impact, and I am hopeful that this matter can be resolved fairly and responsibly.

Looking forward to your timely update which will be greatly appreciated.

Hello everyone,

Again I'm receiving text messages and emails that encourage and trigger me to gamble and deposit money. I've repeatedly pointed out my gambling addiction and still receive emails and texts even though I was assured it would stop.

I don't understand it and I haven't received another satisfactory solution yet.

Hallo an alle,

wieder bekomme ich sms und emails die mich animieren und triggern zum spielen und einzahlen verleiten. Ich habe mehrfach auf meine spielsucht hingewiesen und bekomme weiterhin Emails und sms obwohl mir Zugesichert wurde, es wird abgestellt.

Ich verstehe es nicht und eine weitere zufriedenstelle Lösung habe ich noch nicht bekommen

And again I received a text message - this time even a €200 cash gift!

Despite my aforementioned problems and revealed gambling addiction, I continue to receive text messages enticing me to register and deposit more money. The advertising is becoming increasingly frequent and triggers me intensely.

Und wieder habe ich eine sms erhalten - diesmal sogar 200 Euro Cash Geschenk

trotz meiner genannten Probleme und offenbarten spielsucht bekomme ich weiterhin sms die mich verleiten anzumelden und wieder Geld einzuzahlen. Es wird immer mehr und häufiger geworben und triggert mich extrem

And now I've received another email this evening. It advertises playing without pressure and a cashback guarantee if luck isn't on my side.

🎲 Play without pressure – if luck turns against you, your VIP cashback will protect you.

Und nun auch abends noch eine Email erhalten. Es wird mit spielen ohne Druck und Absicherung Cashback geworben wenn das Glück nicht auf meiner Seite ist

🎲 Spiele ohne Druck – wenn das Glück sich mal wendet, sichert dich dein VIP Cashback ab.

Spinrollz Casino

Unfortunately, I feel compelled to raise this publicly, as your actions appear to be inconsistent with the standards of responsible gambling conduct expected within the industry. Continuing to engage and trigger a player who has already communicated concerns regarding gambling addiction is highly inappropriate and concerning.

Furthermore, repeated assurances of updates without any concrete communication or resolution only serve to worsen the situation and create further frustration. This approach is neither supportive nor responsible, particularly given the sensitivity of the circumstances involved.

I respectfully urge you to act with greater consideration, professionalism, and accountability, and to conduct yourselves in a manner that aligns with the expected standards of responsible gambling practices.

Hello Munya,

Thank you for looking into this again - I now receive daily text messages and emails from Spinrollz.

It's getting more frequent and intense every day. The bonus is also constantly increasing, which tempts me to play and deposit more money.

Hallo Munya,

danke dass du dich der Sache nochmal annimmst - mittlerweile erhalte ich täglich sms und Email von Spinrollz.

es wird täglich mehr und intensiver. Der Bonus auch immer höher der mich verleitet zum spielen und einzahlen.

And just today I received emails and texts again… it's really happening daily now, more intensely and with more pressure behind it.

Und soeben heute wieder email und sms erhalten… es ist wirklich täglich mittlerweile und intensiver und mit mehr Druck dahinter

Dear Casino Guru,

We are currently looking into this matter and will update you soon.

Kind Regards,

Spinrollz Team

Hello everyone - once again I was invited to play via SMS and email with 50% cashback.

My problem, my gambling addiction, and my case have been known here for weeks, yet I still receive daily texts and emails that drive me crazy and trigger me to deposit more and more money. I'm at my wit's end and don't know why no solution is found or why these daily advertising emails and texts aren't stopped.

hallo an alle - wieder wurde ich per SMS und Email zum Spielen eingeladen mit 50% cashback.

mein Problem, meine spielsucht und mein Fall ist seit Wochen hier bekannt und dennoch bekomme ich täglich sms und email die mich wahnsinnig machen und mich so extrem triggern mehr und mehr Geld einzuzahlen. Ich bin einfach fertig mit meinen Nerven und weiß nicht wieso keine Lösung gefunden wird oder es zumindest abgestellt wird die ganzen täglichen werbe emails und sms

Dear Chrizzzzzz,

Regarding your latest report, we would like to kindly confirm that you have been unsubscribed from the communication program and you should no longer receive promotional emails and sms.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

Thank you for unsubscribing the player from the communication programme. You would agree that damage has been done and the player was not protected as expected. The most appropriate course of action would be to compensate the player for all deposits made after notifying you of their gambling addiction. May I have your response to this proposal, which I consider reasonable given the circumstances?

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.