The player from Germany reports a severe gambling addiction developed at Spinrollz due to persistent promotional calls and emails. He has requested his complete transaction history referencing German law, but has not received a response. He seeks a settlement for the damages incurred from his gambling activities.
Spinrollz Casino - Player requests transaction history due to gambling addiction.
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Spinrollz Casino
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1 month ago
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Good day, I live in Germany, but not in Schleswig-Holstein. In 2025, I developed a severe gambling addiction at Spinrollz due to repeated enticing phone calls and persistent email offers from them. I was able to easily play higher stakes at Spinrollz. As a result, I deposited and gambled away between €200 and €1000 daily. I cannot accurately quantify the exact financial damage. I consulted a law firm that also represents clients abroad. They advised me to write to the casino, referencing German law and requesting my complete transaction history. This has not happened. Therefore, I am giving Spinrollz the opportunity to settle the damages incurred and to end any further action. Even the phone calls to encourage me to play more are clearly deliberate. I explicitly addressed my gambling addiction when my "VIP Manager" from Spinrollz called me to offer me further bonuses.
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1 month ago
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.
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1 month ago
Dear Bagger,
Thank you very much for submitting your complaint. I am sorry to hear about the issues you are facing at Spinrollz Casino.
Regrettably, we are unable to fulfill your request for a comprehensive report of your deposits and withdrawals from the casino. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard.
To proceed further, could you please confirm whether you have requested a self-exclusion or indicated any gambling related issues to the casino?
Looking forward to your reply.
Best regards,
Attila
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1 month ago
TranslationGood day, I have repeatedly asked you about the deposits and informed your VIP manager about my gambling addiction.
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1 month ago
TranslationMy gambling addiction is well-known and has been since last year. I explicitly pointed this out to the "VIP" agent who calls me every time from a different number. I demand that the casino refund all my money, otherwise I will file a criminal complaint!
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1 month ago
Dear Bagger,
Thank you for your reply. Could you please forward the communication where you indicated gambling related problems directly to my email? You can reach me at attila.g@casino.guru.
Thank you for your patience and cooperation.
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1 month ago
TranslationI have forwarded the email to the email address you provided.
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4 weeks ago
Thank you for your response. Could you please confirm whether you currently still have access to your account? If not, could you please confirm when did the casino close your account? Additionally, could you please confirm when was the last time you made a deposit into this casino?
Thank you in advance for your reply.
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4 weeks ago
TranslationI still have access to my account. Since last week I deposited another €5000 and lost it all.
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4 weeks ago
TranslationI'm still getting calls from the VIP manager. They're telling me I can win everything back.
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4 weeks ago
TranslationI am a gambling addict and have repeatedly requested that my account be closed; now I have already lost €60,000 since I requested the account closure via email.
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3 weeks ago
TranslationI made my last deposit on April 27, 2026, even though I explicitly requested that my account be closed on May 11, 2025. I want all my stakes from the casino back for that period!
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3 weeks ago
Dear Bagger,
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, Matej (matej.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,
Attila
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2 weeks ago
Hello Bagger, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of Spinrollz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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1 week ago
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.
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5 days ago
Dear all,
Thank you for contacting us.
We kindly inform you that your account has been closed.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
Spinrollz Casino
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5 days ago
TranslationUnbelievable, almost €60,000 later. Furthermore, I request that I no longer receive any further scam calls from my "VIP Manager"! I demand that the casino refund all my deposited stakes. I also reserve the right to discuss your casino's practices on all public platforms until I receive a partial refund. It's unacceptable how someone who explicitly states they are a gambling addict is being exploited by you!
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5 days ago
TranslationFurthermore, I would like to point out to the casino that the calls made from Germany by their "VIP Managers" to generate even more revenue are illegal. Since I was able to play with high stakes without any problems, and the VIP Managers saw and confirmed by phone that I had advanced another level, they were aware that this is a criminal offense in this country. I still have their phone numbers and email addresses. I want my stakes back, otherwise I will file a criminal complaint!
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4 days ago
Dear all,
Thank you for the patience.
We would like to inform you that we are currently investigating the case. In the meantime, we kindly ask if you could provide us with the email you previously sent regarding the mentioned gambling addiction matter, including the date it was sent or the email ID/reference number, so that we may investigate further.Regarding your DPO that you request it was provided in April in your email, also i inform the relevant department to provide again.
We apologize for any inconvenience caused and appreciate your cooperation.
Kind regards,
Spinrollz Casino
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4 days ago
Thank you for the provided screenshot, dear Bagger, this is very helpful.
Dear Spinrollz Casino, as per the screenshot above, the player has requested self-exclusion, stating gambling addiction, on 11th May 2025. The support team responded in the next 20 minutes inquiring about the reason for the account closure, which points towards the mistake on the support agent's part. It seems like the message has not been read with understanding by the support agent, and caused a failure in self-exclusion procedure.
Since the player has clearly stated gambling addiction as the reason for account closure, and the support team has received this message, Casino Guru will consider the date of 11/05/2025 as the day the legitimate self-exlusion request has been made.
I would like to ask if you could first confirm that the account has been closed with no option for reopening, note about player's gambling addiction has been added, and player's credentials blacklisted to prevent re-registering.
Then, I would like to ask if you could e-mail me (matej.l@casino.guru) the player's cashier history showing both deposits and withdrawals from 11/05/2025 until the accoutn closure, so we can check if any refund should be issued. Thank you very much for your cooperation.
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4 days ago
TranslationI have sent you my personal data report to your email address. There you can see how much money I have lost due to the aforementioned gambling addiction. I demand the return of the deposits paid from the casino starting from the day the account was closed!
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4 days ago
Thank you very much, Bagger, I can confirm reception of the message. I will review the data and post my conclusion shortly.
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3 days ago
Hello everyone, after checking the player's cashier history and taking the 11/05/2025 as the day the self-exclusion process should have been initiated by the casino, it seems like the player is eligible for a refund of 47,550 EUR.
Dear Spinrollz Casino, could you please confirm the account has been closed and marked as "self-exclusion due to gambling addiction, never reopen", all marketing communication has stopped and player's credentials were blacklisted, to prevent re-registration?
Also, could you please discuss internally the refund amount mentioned above, and whether the management will approve the payment? Thank you.
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3 days ago
Dear Matej,
Thank you for the patience.
We kindly inform you that we have sent you email regarding the matter.
Kind regards,
Spinrollz
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2 days ago
TranslationFurthermore, it is questionable why the casino's "VIP agents" pressured players to deposit even more money, even though it was clearly evident that a player from Germany should not have been allowed to play with such high stakes. Since the VIP agents knew my place of residence and contacted me from Germany, this constitutes incitement to a crime. I want my money back!
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2 days ago
Thank you for the message, Spinrollz Casino, I have received it and will respond shortly.
Dear Bagger, could you please send me an e-mail (matej.l@caisno.guru) with the whole conversation you have posted the screenshot of 2 days ago (the one from 11/05/2025, where you requested self-exclusion and the agent Katharina responded)? Ideally please send me the whole conversation as an attachment, not just forwarding the message itself. Thank you very much.
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2 days ago
TranslationOf course, I'll send it to her email address.
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2 days ago
TranslationI forwarded the email to them.
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2 days ago
TranslationSpinrollz certainly still has the chat history. They are obligated to do so.
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2 days ago
TranslationAccording to GDPR regulations, as a resident of Germany, I should never have been allowed to play at Spinrollz with stakes exceeding one euro! The casino could and should have addressed this before I lost €60,000! Their "VIP agents" know this when they call someone from Germany with a German phone number. I demand my money back!!!
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yesterday
TranslationFurthermore, I have now filed a criminal complaint against the "VIP agents." Since Spinrollz knew I live in Germany and I received calls from German phone numbers on their behalf to further my gambling addiction, this was done intentionally. The casino should not have allowed me to play at all from the day of my registration because I am from Germany and was also clearly playing using a German IP address. This is regulated by the Interstate Treaty on Gambling (GlüStV 2021). Therefore, the VIP agents have committed a crime. I want my money back as soon as possible!
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yesterday
Dear Bagger, seems like you have sent me only your original message and cashier/gameplay history, which I already have. What I need is the whole e-mail chain: your request for self-exclusion, casino's reply and so on.
Three day ago, you have posted a screenshot of your self-exclusion request and casino response to it. I need that exact conversation, but as an e-mail chain, not the screenshot. Thank you.
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yesterday
TranslationI forwarded the entire process to them.
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yesterday
TranslationFurthermore, self-exclusion doesn't work at all with Novaforge and Spinrollz. I'm still registered with Spins of Glory. And lo and behold, as soon as Spinrollz is deactivated, the VIP manager from Spins of Glory immediately contacts me.
Your license should be revoked! I demand my money back!!!
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10 hours ago
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The casino operates without a license in Germany, therefore the casino, through its employed VIP agents, has committed a crime. Since this involved repeated emails and phone calls, it constitutes multiple offenses. A complaint has already been filed against the VIP agents. If no agreement is reached by this evening, I will immediately file another complaint against Spinrollz and the entire casino group, which also includes Spins of Glory. I demand my money back!
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8 hours ago
Thank you, dear Bagger, for the last e-mail, it is exactly what I needed. Since I am not a lawyer, I will not comment on your legal options and VIP agents calling you in person.
I can only comment on the fact that getting self-exclused in one casino, does not get you automatically excluded in other casinos owned or operated by the same entity. This is, unfortunately, an industry standard and unles terms & conditions or responsible gambling page explicitly states that self-exlusion is owner/operator-wide, you have to treat the casino as a singular entity and self-exclude from each one separately. No court of law would dispute that.
However, getting contacted by another casino as soon as your self-exclusion in another one is confirmed, is not in line with our player protection rules and I have added notes for future reference, regarding this incident.
I would like to ask whether you have sent more e-mail asking for self-exclusion due to gambling addiction, or whether you have inquired with the support (via email or live chat) about the status of your request from 11/05/2025.
Last but not least, I apologise if my previous request was not worded well, but the e-mail you have sent me has been forwarded, while I need the conversation as an attachment. It means You need to create new e-mail, address it to myself and then add the coversation from 11/05/2025 to this new message as an attachment. I need the original file so I can upload it alongside the other evidence.
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8 hours ago
TranslationI already forwarded the email to them. How am I supposed to forward it as data?
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3 hours ago
Dear Bagger, if it is easier to you, you can e-mail me (matej.l@casino.guru) a screen recording of you entering the "Sent" mailbox, clicking on the e-mail you have sent to the casino on 11/05/2025 and showing its content (including sender, recipient, subject and the message itself) in its entirety. That will be sufficient. Thank you.
