The player from Germany reported that he had developed a severe gambling addiction at Spinrollz due to persistent promotional calls and emails. He had requested his complete transaction history referencing German law but had not received a response. He sought a settlement for the damages incurred from his gambling activities. After reviewing the case, we found that the player had not explicitly informed the casino of his gambling addiction in his initial account closure request, which was necessary for the casino to initiate self-exclusion procedures. Consequently, the player’s evidence proved to be fake and manufactured by himself. We recommended that the player use responsible gambling tools such as BetBlocker and block marketing communications. Since the player falsified evidence and did not formally notify the casino of his addiction, the complaint was rejected, and the account was to be closed indefinitely with marketing communications ceased.
Spinrollz Casino - Player requests transaction history due to gambling addiction.
Unjustified complaint
Amount: €47,550
Spinrollz Casino
Safety Index 7.4 Above averageCase summary
Translation
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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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
TranslationGood day, I have repeatedly asked you about the deposits and informed your VIP manager about my gambling addiction.
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!
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.
TranslationI have forwarded the email to the email address you provided.
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.
TranslationI still have access to my account. Since last week I deposited another €5000 and lost it all.
TranslationI'm still getting calls from the VIP manager. They're telling me I can win everything back.
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.
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!
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
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.
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 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
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!
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!
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
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.
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!
Thank you very much, Bagger, I can confirm reception of the message. I will review the data and post my conclusion shortly.
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.
Dear Matej,
Thank you for the patience.
We kindly inform you that we have sent you email regarding the matter.
Kind regards,
Spinrollz
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!
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.
TranslationOf course, I'll send it to her email address.
TranslationI forwarded the email to them.
TranslationSpinrollz certainly still has the chat history. They are obligated to do so.
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!!!
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!
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.
TranslationI forwarded the entire process to them.
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!!!
Translation
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!
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.
TranslationI already forwarded the email to them. How am I supposed to forward it as data?
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.
Translation
175 text messages from the casino and 60 calls from the VIP manager at Spinrollz since I said I'm a gambling addict and that Spinrollz should delete my account! I demand my money back!
TranslationGood day, I hereby request that Spinrollz Casino refund my total stakes of €47,550 paid from 11/05/2025 onwards to my account.
Since they did not have a license in Germany at the time of the deposits, allowing me to gamble with high stakes in Germany, and they knew I was playing from Germany with a German IP address, this constitutes illegal gambling. Their VIP agents were also aware of this and coerced me into making further deposits over the phone. This is a criminal offense in Germany. They cannot simply claim that I accepted the terms and conditions. If they activate a website for users in Germany, they must be aware of the legal situation. The contract is therefore void, and they must refund the deposits. I have the phone numbers and email correspondence. I have filed a criminal complaint against their VIP agents.
Just pay me back the money, and that's the end of it for me.
[REDACTED BY CASINO GURU ADMIN]
Dear Bagger, I have not received the screen recording yet. It is imperative I get this, in order t ocontinue this mediation process.
Please, e-mail me (matej.l@casino.guru) a screen recording (video file) 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. Thank you.
TranslationSo, am I supposed to make a video of my inbox now, after they've already forwarded the email?
Yes, dear Bagger, I do need the video recording of the self-exclusion message, as described in my post above. Once i have the video, I can explain everything further.
TranslationWould it be helpful if I filmed my email inbox and uploaded it to YouTube with the caption "€47,550 in damages after my own cancellation with Spinrollz"? This would allow several people to review the case. Furthermore, I would offer them access to my business email account so they can review the requested call log themselves, now that I have sent the email to them multiple times. That's all I can offer in this matter.
I attempted to close the account on May 11, 2025, but the casino ignored me, resulting in a loss of €47,750. I demand this amount back. It's that simple!
Dear Bagger, whether you upload it on YouTube or send me via e-mail is up to you. What I need is to see is:
- you opening the e-mail client
- going to your "Sent" mailbox
- showing the message chain in its entirety: receiver's e-mail address, date and time, subject, text of your self-exclusion due to gambling addiction, casino's response and any further communication within the same chain
It is crucial for the video to show all the above, for me to continue the mediation process. Thank you.
Translation
I filmed the email history and the mailbox for her and sent it to her via email.
Translation
I sent them the videos via WE because of the size
TranslationThis should get things moving if an authority confirms that everything was completely illegal! I demand my money back.
TranslationWhich legal casino in a country where it doesn't have a license knowingly allows players to gamble and even pressures them to pay more? I'm starting to think that these platforms aren't really transparent about exploiting people in this way. Instead, there should be clear warnings about Spinrollz and the other casinos in the company! I demand my money back from this illegal casino!
Translation
If my Spinrollz account is supposed to be closed, why am I still receiving these annoying text messages?
Dear Bagger, I gave it some time, but I have still not received the video file I have been asking for. Could you please send me either the video file or link to the uploaded version, so I can review it? Otherwise, I will not be able to mediate this case further, and have to reject it due to the lack of requested evidence. Thank you for your understanding.
TranslationI'm starting to really wonder how much Spinrollz counts for the rating. The German gambling authority classifies the casino as illegal, the VIP agents incite further crimes with calls directly from Germany, and their security index is "above average".
Yes, dear Bagger, I always check my spam folder if I am expecting an e-mail. There is always an option that our firewall is blocking the message due to the link included within, but I can't check for that myself, and would have to escalate that to the IT team.
Before I do that, could you please share the links to video files in this thread, please? I will mark them as sensitive, so only you, me and the casino representative can see it. That way I can download the files and review the video without any further delays. Thanks.
TranslationOkay, let me summarize this one last time. On your portal, a casino is rated "above average" for security, yet upon inquiry with the German gambling authority, it is classified as illegal. It has no license. The casino employs "VIP managers" who, operating from Germany, where the casino is illegal, coerce players into committing further offenses by gambling from Germany. I initially requested account closure, citing my gambling addiction as the reason. Nothing happened, only significant financial losses. Then, at your request, the casino temporarily closed my account, only for me to receive calls and texts from Spinrollz again. To cut a long story short, I still have sufficient financial resources to make my case heard by the EU licensing authority and file a lawsuit in the country where Spinrollz is listed. I think Casino Guru should thoroughly reconsider its financial dependence on illegal casinos and its associated approach to rating them.
Dear Bagger, thank you for sending me the video, it is exactly what I needed to compare all the evidence received from both yourself and the casino representative. But first, I would like to address certain points from your previous message:
On your portal, a casino is rated "above average" for security, yet upon inquiry with the German gambling authority, it is classified as illegal. It has no license.
Our rating system is operating on 0-10 basis so 6,9 is indeed above average. We openly state the casino has no license, we openly showcase which of their terms we consider unfair, and we also list a negative point of limited responsible gambling tools. Since Germany is available country upon registration and is not in the list of prohibited countries, we also inform that the casino accepts players from Germany. Next, I would like to remind you about the footnote below each of ours reviews:
- Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino.
Moreover, the casino specifically states that being available in your country does not necessarly means you can legally play there. Please, see term 2.2:
2.2 The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.
The whole term basically means that by opening an account as a German citizen you have willingly engaged in playing at unlicensed casino that may not allowed in your country, accepting all the risks and penalties, that may have been imposed by law.
Lastly, Casino Guru website has a filter, which can be set up to show you all licensed casinos in Germany. Not using this tool, and instead engaging with an unlicensed casino is outside of Casino Guru control.
I think Casino Guru should thoroughly reconsider its financial dependence on illegal casinos and its associated approach to rating them.
Casino Guru does not financially depend on illegal caisnos. We do not get paid by casinos or operators for our reviews or complaints resolution. That allows us to be independent reviewers and mediators in cases like these. And Spinrollz is not an illegal casino. They are unlicensed, but not illegal. What may be illegal, though, is creating an account from a country where unlicensed gambling is prohibited. But that is up to the court to decide.
With the above being cleared, I can confirm that your video shows the same information as has been provided by the casino. Your original message from 2025 has only stated your wish to close the account, without mentioning gambling addiction or any other reason behind the closure. It also makes sense now, that the caisno representative has been inquiring about the reason behind your decision. Since none has been provided, and no further attempts for self-exclusion due to gambling addiction have been made, your caisno account has stayed open and you have gambled voluntarily. Therefore, I am unable to request any kind of refund from the casino, since they have not been informed about your gambling addiction.
I can only strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
I will keep this thread open until the casino confirms your account has been closed indefinitely due to gambling addiction, your credentials were blacklisted to prevent re-registraton, and I will also request them to stop any and all marketing communication towards you. Once this is confirmed, the complaint will be closed.
While waiting for the casino repsonse, feel free to ask any questions or let me know of further issues, that I may address before the closure. Thank you for your understanding.
TranslationIf I, as a customer, request account closure at the casino, the casino can't simply leave the account open and instruct the VIP agents to exert even more pressure. The fact that the gambling was completely illegal apparently plays no role in their decision. This confirms my suspicion of financial codependency with the casino. If they request the termination of a contract, regardless of the party, it ends. The fact that a complaint is currently pending against the VIP agent and the casino also seems perfectly normal in their evaluation process. I requested account closure, and from this day forward, I demand my stakes back!
TranslationSince the casino is classified as illegal in Germany by the German gambling authority, I demand my stakes back. The contract between me and the casino and the associated terms and conditions are therefore void.
We should all agree that if a casino is classified as illegal, the contract is considered invalid!
Dear Bagger, thank you for the response.
Once again, I would like to emphasise that we are not being paid by Spinrollz, and if I have to be so blunt to get the point accross - this complaint has been rejected due to you falsifying evidence and sending me fake messages and screenshots. You have never informed the casino about your gambling addiction, and therefore there is nothing I can do to help in this situation, except to get your account closed forever - now that we know of the issues.
As for the account closure request - if you do not tell the casino about your gambling problems, it is always assumed that you have no issues. And if you for whatever reason you really do not want to play at the casino anymore, you can simply stop playing and depositing. This is the main reason we always recommend the players to include the reason for account closure, and openly state gambling addiction in their messages. If that doesn't happen, the above applies and it is assumed the player just dislikes the casino and can stop playing there at any given moment.
For the future, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
Regarding illegal gambling in unlicensed casino, that is indeed a matter for the police and court of law, in which I am unable to help. Casino Guru is just an independent mediator, not a police force or judicial body, therefore if you wish to pursue the matter further, I would recommend speaking to the police officer or a lawyer.
Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.
