Spinrollz Casino - La solicitud de autoexclusión del jugador no fue implementada.

Hello, I'm Ariane, and I'd like to complain about a self-exclusion that wasn't implemented. I already requested this from the casino via email on May 26, 2025, but it wasn't accepted or addressed. Instead, I was offered a VIP bonus. I actually just wanted to recoup my losses, and it just kept getting worse. I now have outstanding balances totaling €4,000 that I can't pay back because my salary is too low. I also complained that they can't even activate a deposit lock. My total now is €7,200. This would never have happened if my lock had been implemented at the end of May. I hope you can help me. 🙏🏼

Hallo ich bin Ariane und möchte mich über einen nicht durchgeführten Selbstausschluss beschweren ich hatte das Casino bereits am 26.05.2025 per Email darum gebeten aber es wurde nicht angenommen bzw. darauf eingegangen stattdessen wurde mir ein VIP Bonus angeboten. Eigentlich wollte ich nur wieder meinen Verlust wieder reinholen und es wurde immer schlimmer mittlerweile hab ich bereits Aussenstände in Höhe von 4000 Euro die ich nicht mehr zurück zahlen kann da mein Gehalt zu niedrig ist. Ich habe mich auch beschwert dass man nicht mal eine Einzahlsperre aktivieren kann in Summe bin ich jetzt bei 7200 Euro, dies wäre nie geschehen wenn man meine Sperre Ende Mai umgesetzt hätte. Ich hoffe Sie können mir weiterhelfen 🙏🏼

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Have you requested self-exclusion more than once? If so, kindly forward me the account closure requests you sent to the casino along with the casino's responses. You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika, I explicitly requested a block. But I was lured again with a bonus. Then I wrote again, saying they should have simply implemented it since I had already deposited over 560. Then I was credited with cashback again.

I don't understand why they didn't just implement it? I also wrote that you can't even set a deposit lock for protection. I've forwarded this email to you again.

Hallo Veronika ich habe explizit eine Sperre gewünscht. Ich wurde aber wieder mit einem Bonus gelockt, dann habe ich wieder geschrieben Sie hätten es einfach umsetzen sollen da ich schon wieder über 560 gezahlt eingezahlt hatte, auch dann wurde mir wieder ein Cashback gutgeschrieben.

Ich verstehe nicht warum man es nicht einfach umgesetzt hat? Ich habe auch geschrieben dass man zum Schutz nicht mal eine Einzahlsperre setzen kann. Ich habe diesen Mailverkehr nochmals an dich weitergeleitet.

Thank you for your message.

I’d like to inform you that I have not received any emails from you yet. Could you please double-check that you entered my email address correctly? It is: veronika.f@casino.guru

Also, could you please clarify what reasons you mentioned in your account closure requests? Based on the screenshots you submitted with your complaint, it appears that you only stated your wish to close your account due to being unable to withdraw.

Account blocking was requested for self-protection

Dear Veronika,

Thank you for your reply. I would like to clarify once again:

My desire to close my account wasn't just due to a withdrawal, but primarily because I no longer had control over my gambling behavior. I deliberately requested a suspension because I wanted to protect myself, and I would have expected the casino to comply with my request immediately and without discussion.

Instead, I was sent further bonus offers, which I accepted in an emotionally strained situation – with further losses.

This behavior clearly violates the principles of responsible gaming. It shows that the casino not only ignored the ban, but actively encouraged me to continue playing.

I hope that with this addition you will reconsider my complaint from the perspective of player protection.

Thank you in advance for your help

PS. Since the emails always went back, I wrote to you via a different email. There was no error message like with the other attempts, but I can send it again.

Kontosperre war aus Selbstschutz gewünscht

Liebe Veronika,

danke für Ihre Antwort. Ich möchte noch einmal klarstellen:

Mein Wunsch, das Konto zu schließen, entstand nicht nur wegen einer Auszahlung, sondern vor allem, weil ich mein Spielverhalten nicht mehr unter Kontrolle hatte. Ich habe bewusst um eine Sperre gebeten, weil ich mich selbst schützen wollte, und hätte erwartet, dass das Casino meiner Aufforderung sofort und ohne Diskussion nachkommt.

Stattdessen wurden mir weitere Bonusangebote geschickt, die ich in einer emotional belasteten Situation angenommen habe – mit weiteren Verlusten.

Dieses Verhalten widerspricht klar den Grundsätzen für verantwortungsvolles Spielen. Es zeigt, dass das Casino nicht nur die Sperre ignoriert hat, sondern mich aktiv zum Weiterspielen animiert hat.

Ich hoffe, Sie betrachten meine Beschwerde mit dieser Ergänzung noch einmal unter dem Aspekt des Spielerschutzes.

Vielen Dank im Voraus für Ihre Hilfe

PS.Da die Mails immer zurück gingen hatte ich dir über eine andere Mail geschrieben es kam auch keine Fehlermeldung wie bei den anderen Versuchen aber ich kann es gerne nochmals senden.

Thank you for your email, which I have now received.

Unfortunately, none of your messages mention gambling addiction as the reason for your account closure requests. Without this information, we are unable to approach the casino to request a refund of your lost deposits.

What we can do, however, is guide you on how to submit a proper self-exclusion request to ensure your account is closed and you are protected from further gambling.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Spinrollz Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Spinrollz Casino and keep me informed about any further developments. Thank you in advance. 

My account has now been blocked, which I had already requested several times before, and they continued to lure me with bonus payments. I find this approach more than questionable, and they seem uninterested in finding solutions. I can only strongly warn everyone: avoid this casino and steer clear.

Das Konto habe ich mittlerweile mit Nachdruck gesperrt bekommen, was ich aber vorher bereits mehrfach gewünscht habe und man mich weiter mit Bonuszahlungen gelockt hat. Ich finde dieses Vorgehen mehr als fragwürdig und scheinbar sind sie nicht an Lösungen interessiert. Ich kann nur alle eindringlich davor warnen, meidet dieses Casino und macht einen grossen Bogen.

Thank you for your message.

I’m very sorry to hear how difficult this experience has been for you. After thoroughly reviewing your case, we must unfortunately conclude that we are unable to request a refund of your lost deposits. This is because the emails you sent to the casino prior to your losses did not clearly mention gambling addiction or explicitly request a self-exclusion.

While we fully understand and sympathize with your current situation, casinos are generally not obligated to retroactively apply responsible gambling measures unless the player clearly states their issues and makes an unambiguous self-exclusion request. We strongly encourage you to use the advice we provided earlier if you ever need to submit such a request again in the future.

We appreciate your cooperation throughout the complaint process, and we’re truly sorry we couldn’t help more in this case.

We will now proceed to close your complaint as rejected.

Thank you for your understanding.

Best regards

Veronika

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