Spinrollz Casino - Player's account blocking request has been ignored.

Guten Tag, 

ich bin seit diesem Jahr im Online Casino Spintollz registriert.

Ich habe bereits mehrfach versucht wegen meiner Spielsucht meinen Account zu sperren, mehrfach über den Hilfechat und über E-Mail. 

Ein weiteres und wichtiges Mal am 25.03. unter dieser Mail Adresse support@spinrollz.com

Darauf erfolgte keinerlei Sperrung und nichts. 

Erst Wochen später mit neuen Lock angeboten. 

Ich fordere hiermit die Rückzahlung meiner Einzahlungen seit dem 25.03. in Höhe von 10.950€ da der Spielerschutz mehrfach völlig vernachlässigt wurde. 

Dear BasRutten,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account at Spinrollz.

In order to assist you better and address your concerns, I would like to ask a few questions to clarify the situation:

• Can you provide any reference numbers or transcripts of conversations you had with the help chat regarding your account blockage?
• What specific dates did you attempt to block your account, and what responses did you receive from the casino?
• Did you receive any confirmation from the casino about the blockage of your account, at any point?
• Are there any screenshots or emails that you can share that would help illustrate your attempts to block your account?

You can forward any relevant communication to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution of your complaint.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hallo,

Ich habe am 25.03. und vorher etliche Male im Chat versucht mein Konto zu schließen, vom 25.03. habe ich ihnen die Screenshots per Mail gesendet. Am 04.04. kam die Antwort, dass niemand in meiner Sprache verfügbar ist. Dann kamen immer mehr Werbemails und ich bin wieder drauf reingefallen, habe dann nochmal die Schließung verlangt, weil zwischendurch dann doch geschrieben wurde, dass die Schließung eingegangen sei, aber ich hätte gespielt währenddessen, also schließen sie nicht.

Erst nach der Drohung, dass ich hier einen Beschwerdefall eröffne, hat Spinrollz HEUTE meinen Account gesperrt.

alle Screenshots sind bei ihnen.

Hi,

To ensure that we fully understand the sequence of events in your case, could you please confirm the following timeline:

• 25.03.2025 – You requested account closure with the message: "It's not fun, block my account."
• Casino replied shortly after, asking for a reason for the closure.
• 24.04.2025 – You submitted a new request to close your account.
• 26.04.2025 – The casino responded that they canceled your closure request because you continued to play.
• 26.04.2025 (same day) – You replied again, requesting the account to be closed.
• 26.05.2025 – You mentioned a gambling problem for the first time in an email.
• 27.05.2025 – The casino stated they would close your account but would confiscate any remaining balance.

Could you please confirm that this timeline is accurate, particularly that the first time you explicitly mentioned a gambling problem was on 26.05.2025?

Thank you in advance for your reply.

Ja der Zeitrahmen ist korrekt, aber nein ich habe im Chat dies auch schon häufiger erwähnt, dazu gibt es leider keine Aufzeichnungen. Es hieß dann immer es meldet sich jemand, was nicht geschehen ist.

??

Hi,

Thank you for your response and for confirming the timeline.

• Given that the first verifiable mention of a gambling problem was made on 26.05.2025, could you please confirm whether you made any deposits after that date?

Unfortunately, without any supporting evidence showing that you raised the issue of a gambling problem prior to 26.05.2025, we have no solid grounds to request any compensation or further negotiation with the casino regarding earlier activity.

Your confirmation will help us better assess the situation and determine the next steps.

Nein danach habe ich keine Einzahlungen getätigt.

Aber warum kann da nicht gehandelt werden? Ich habe um Schließung gebeten und das Casino hat den Account nicht geschlossen sondern immer weiter gemacht. Das ist doch grobes Fehlverhalten des Casinos.

Dear BasRutten,

Thank you for your response and for confirming the timeline and your last deposit date.

We understand how serious and upsetting this situation must feel, especially given your repeated attempts to close the account. We also recognize your concern about the way the casino handled your earlier requests.

However, after a thorough review of the communication timeline and all available evidence, we must respectfully close your complaint as unjustified. While you did ask to close your account on multiple occasions, the first verifiable instance in which you explicitly mentioned a gambling problem — which is a necessary trigger for responsible gambling obligations — occurred on 26.05.2025. The casino then closed your account the very next day.

Although you state that you referred to gambling addiction earlier in chat conversations, unfortunately no record or screenshot has been provided to support this, and the messages you shared from March and April do not include any mention of addiction or related issues. Without such evidence, we cannot reasonably argue that the casino violated its responsible gambling duties.

It's also important to clarify that, based on the timeline, it appears your account was not closed simply because of the complaint submitted here, but rather because you finally explicitly stated that you were experiencing a gambling problem. In matters of responsible gambling, the wording and clarity of the request are absolutely crucial.

We sincerely regret that we cannot assist you further in this matter.

Thank you for your understanding, and we wish you all the best moving forward.

Kind regards,

Petronela

Casino.Guru Complaints Team