Winrolla Casino - Jugador solicita reembolso luego de un error de autoexclusión de cuenta.

Subject: Complaint against Spinlander – Failure to self-exclude and request for refund

Dear Casino Guru Complaint Team,

I am contacting you to file a formal complaint against Spinlander Casino.

On [03/09/25], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.

I reiterated the closure request on [insert any other dates], but the account remained active and operational.

Following my initial self-exclusion request, I made further deposits totaling €5,000. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and of my desire to permanently discontinue gambling.

In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.

I therefore ask:

Verifying that my self-exclusion request was handled correctly.

Full refund of any amounts deposited after the first request to close the account.

The final and irreversible closure of my account.

I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.

I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.

Best regards,

Oggetto: Reclamo contro Spinlander – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò Spinlander.

In data [03/09/25] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [inserire eventuali altre date], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale di € [5000]. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winrolla 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?
• After you learned your account wasn't self-excluded, have you contacted live chat and asked for assistance?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@winrolla.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 Lamabet 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

Thank you for your response and attention to my case.

My account is still accessible. However, I would like to emphasize that my primary request is a refund of all the money I deposited into the casino.

I believe this situation was not handled properly, and for this reason, I am asking for your support in helping me recover the full amount of my deposits.

I would appreciate it if you could continue to follow up on my case and assist me in the process of obtaining my refund.

I look forward to hearing from you.

Best regards

Grazie per la vostra risposta e per l’attenzione al mio caso.

Il mio account è ancora accessibile. Tuttavia, desidero sottolineare che la mia richiesta principale è il recupero di tutti i soldi che ho versato nel casinò.

Ritengo che la situazione non sia stata gestita correttamente e per questo motivo chiedo il vostro supporto per aiutarmi a recuperare l’importo totale dei miei depositi.

Vi sarei grato se poteste continuare a seguire il mio caso e assistermi nel processo per ottenere il rimborso.

Resto in attesa di una vostra risposta.

Cordiali saluti

Thanks for your reply.

Kindly share your most recent communication with the casino on the topic of self-exclusion and refunds. Emails exchanged, and chats with live chat support should be sent to my email at tomas@casino.guru

Please confirm you sent a new self-exclusion request according to my previous recommendations.

Thanks in advance for your cooperation.

Good morning,

As requested, I'm attaching to this email all recent communications I've had with the casino, including emails and any chat messages with support.

I also confirm that I have resubmitted a self-exclusion request to the casino, clearly specifying that I suffer from gambling problems and requesting that my account be permanently closed.

I would like to point out that I had previously reported my gambling problem and requested that my account be closed. Despite this, the casino continued to allow me to deposit money.

For this reason, I believe the casino has failed to meet its responsibilities regarding responsible gaming and I am requesting a refund of the deposits made after my self-exclusion request.

I remain available for any further information.

Best regards

Buongiorno,

come richiesto, allego a questa email tutte le comunicazioni più recenti che ho avuto con il casinò, comprese le email e gli eventuali messaggi della chat con il supporto.

Confermo inoltre di aver inviato nuovamente una richiesta di autoesclusione al casinò, specificando chiaramente che soffro di problemi di ludopatia e chiedendo la chiusura definitiva del mio conto.

Desidero sottolineare che avevo già segnalato in precedenza il mio problema di gioco d’azzardo e richiesto la chiusura del conto. Nonostante ciò, il casinò ha continuato a permettermi di depositare denaro.

Per questo motivo ritengo che il casinò non abbia rispettato le proprie responsabilità in materia di gioco responsabile e richiedo il rimborso dei depositi effettuati dopo la mia richiesta di autoesclusione.

Resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti

Thanks for your reply.

We expect you to include the communication originating from casino support addressed to you as well. I apologize if that was not clearly communicated.

• I can see you received a message from the casino on the same day as your self-exclusion request was sent; however, it's not clear what response you received.
• Please also confirm whether your further self-exclusion request was successful or whether your account is still accessible to you.

I apologize for the inconvenience.

Dear Ettore,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning Tomas, I replied by email.

Buongiorno Tomas ho risposto tramite e-mail

I apologize, but no communication regarding Winrolla Casino was included in the emails you sent me.

Kindly forward the communication you exchanged with the casino since the complaint began to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello Ettore,

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

Thanks for your reply.

Please note we are unable to proceed without relevant evidence of your communication with the casino.

From the screenshots you provided it's unclear whether you tried to contact the casino again after your initial self-exclusion efforts didn't succeed and what the response from the casino was.

Also, kindly confirm what the status of your account is currently and whether you made further attempts to self-exclude in the casino.

Looking forward to your reply.

Dear Ettore,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Ettore. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Dear Tomas and Casino Guru Team,

I formally request the reopening of my complaint against Winrolla Casino and wish to once again provide the essential evidence relating to my self-exclusion request.

On September 3, 2025, I contacted Winrolla support directly at support@winrolla.com .

My communication was absolutely explicit:

"I want to close my account due to gambling problems."

I am attaching the screenshot of the email sent again.

I want to emphasize that this wasn't just a generic request to close my account. I specifically informed the casino that the request was due to gambling problems.

I therefore believe that this evidence should be specifically assessed within the framework of responsible gaming and self-exclusion procedures.

You previously asked me if I had made any further attempts to contact the casino. I want to be completely transparent: the attached communication is proof of the closure request for gambling addiction, on which I base my complaint. I do not wish to disclose any further communications that I cannot document.

The point I ask you to evaluate is what the casino should have done from the moment it received such an explicit communication from a player declaring a gambling problem.

If, despite this notification, my account remained available and I was allowed to continue depositing and playing, I ask you to evaluate the casino's liability for activity following my request.

I therefore ask Casino Guru to reopen the complaint and contact Winrolla, asking the casino to check their systems:

– receipt of my email dated September 3, 2025;

– when my request has been registered and processed;

– when my account was actually blocked/closed;

– what deposits and gaming activities were permitted after my notification.

If it turns out that, after being specifically informed of my gambling problems, Winrolla allowed me to continue depositing and losing money, I request Casino Guru's assistance in obtaining a refund of the amounts deposited and lost after requesting self-exclusion.

I am now available to respond promptly to all your requests and to provide any further documentation in my possession.

I kindly ask you to reopen the case and evaluate it on the merits based on the attached evidence.

Thank you for your assistance.

Best regards,

B

Dear Ettore,

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, Martin (martin.l@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

Hello Ettore,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

In case your account is still active, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Before inviting the Winrolla Casino representative to enter the discussion, I would also like to ask you to forward me the original email AND the response you have received from the casino. The screenshot alone, without seeing the casino's response, will not be sufficient.

You can forward this email to martin.l@casino.guru.

I did forward it but the casino never responded to me.

Fatto ho inoltrato ma il casinó non mi ha mai risposto

Dear Ettore,

Thank you for forwarding the email.

However, I noticed an important discrepancy. Your screenshots show that the request was sent to support@winrolla.com, while the forwarded email shows support@winrolla.bet.

Please clarify which address you actually contacted. If you sent the request to both addresses, please confirm this and provide both original messages directly from your Sent folder, preferably exported in .eml or .msg format.

Please also provide the casino’s response visible beneath your original email in the screenshots. If this is a simple email acknowledgement please do let me know as well.

This information is necessary before I contact the casino regarding your account closure and the alleged failure to process your request.

Dear Ettore,

thank you for your messages.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? Can you locate the two messages?

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Winrolla Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.