Spinrollz Casino - Player’s account deletion request is delayed.

An email was sent on October 19th. [email protected] I sent an email (to the address to which responsible gaming guidelines state) requesting that my account be permanently deleted due to my gambling addiction. Since then, no one has responded, and due to my addiction, a total of €784 has been gambled away since the 24-hour deadline for my request. Therefore, I request that my account be permanently deleted and that my deposits be refunded due to the violation of the guidelines.

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Dear benediktmerkel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

Good day,

My account is currently active and I've even been upgraded to VIP customer status. I haven't heard anything from support since my initial inquiry.

Yesterday, a total of €594 was deposited.

In my opinion, I was deliberately ignored; in my experience, this seems to be a common tactic of casinos, and unfortunately, I've had this experience often in recent months.

Dear benediktmerkel,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

An email requesting deletion was forwarded. The only casino that did not respond to the email received any response whatsoever.

Dear benediktmerkel,

thank you for your reply and email.

• Was this the only self exclusion email you have sent?
• Have you communicated your self exclusion desire with a casino support?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I would recommend that you send another request, but this time, include me in the copy of your email.

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 due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinrollz 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."

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Katarina

Good day,

Yes, that was the only email. It should be sufficient if I wrote that my account should be permanently deleted due to gambling addiction. The casino deliberately ignored this; no one can claim otherwise.

I am now demanding my money back. I have requested the new block and included them in the distribution list.

Dear benediktmerkel,

thank you for your response.

• Could you please clarify whether you are still able to access your player's account?
• When was your last deposit to this casino, please?
• Is casino communicating with you? If so, could you please share those conversations with us?

Looking forward to your reply,

Katarina

Dear benediktmerkel,

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.

The casino responded and the account was finally deleted. A week ago, they said they had forwarded my claim to the relevant department for a settlement, but since then I've been ignored and haven't received any further response.

Dear benediktmerkel,

thank you for your reply.

Could you please confirm whether you have forwarded your communication with the casino? I have searched for your emails but have been unable to locate them. Kindly forward anything relevant to [email protected].

Additionally, has there been any development, please?

Looking forward to your reply,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear benediktmerkel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina