The player from Germany had requested account deletion twice due to gambling addiction, but the casino had failed to delete her account, allowing continued access and resulting in a loss of €732. She sought assistance in permanently deleting her account and recovering her funds. The issue was resolved when the casino acknowledged the player's gambling addiction, which was communicated on September 12, and agreed to refund €300 for deposits made after that date until the account was closed. The player confirmed the resolution, and the complaint was marked as resolved in the system.
Spinrollz Casino - Player’s account has not been closed despite deletion requests.
Resolved
Our verdict
Case closed
Amount: €732
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Ladies and Gentlemen
On August 12, 2025, I requested my first account deletion via email. Then, on September 12, 2025, I requested my second deletion.
Despite my request to delete my account, I was repeatedly bombarded with emails. Despite my gambling addiction, my account was never deleted. I was always able to access it. Since August 12, 2025, I have lost a total of €732. I would like my money back. I specifically requested deletion twice because of my gambling addiction, and nothing was done.
Casino Guru, can you help me permanently delete my account and get my 732 euros back?
Best regards
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5 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly. Stay safe.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinrollz Casino. I have checked the responsible gambling policy of the casino and have found the following information:
Self-exclusion request: you can contact Support Service Team via e-mail: support@spinrollz.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Do I understand correctly that your account is still open?
- Please specify the first time you contacted the casino support to request self-exclusion.
- Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
- Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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5 months ago
TranslationI continued to receive promotional emails enticing me to play.
Since my blocking requests, I have lost a total of €732.
Please note that my account is still active and the losses occurred after several ignored blocking requests. I hope this evidence supports my complaint and leads to a quick resolution.
Thank you for your support. I look forward to your feedback on the next steps.
Best regards
I sent you an email with the evidence.
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5 months ago
TranslationI also wrote to spinrollz again today and asked them to block my account. I received a response once, and I just received another email about a bonus. That can't be right! I just want my money back and for them to finally block my site.
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5 months ago
TranslationDear Casino Guru Team,
I would like to briefly inform you about the current status of my complaint:
Spinrollz confirmed to me via email that my account had been closed and my refund request had been forwarded to the relevant team.
Since then, however, I have not received any feedback or payment.
Therefore, I have given Spinrollz a final deadline of three days to inform me bindingly when the refund of €732 will be made.
If nothing happens within this period, I will contact you again so that you can continue to follow up on the process.
Thank you for your support.
Best regards
Maddie
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5 months ago
TranslationDear Casino Guru Team,
I would like to inform you about the current status of my complaint against Spinrollz.
Today I received an email from Spinrollz support informing me that a refund was not possible because I had already used my deposits to play (referring to section 6.6.2 of their Terms and Conditions).
However, this does not meet my requirements:
I have requested a permanent blocking of my account several times (self-blocking).
Despite my blocking requests, my account remained open.
This allowed me to continue making deposits that shouldn't have been possible.
These illegal deposits total €732, and this is precisely the amount I am demanding back.
The casino apparently misunderstood my request and simply responded to a request for a "normal refund" for lost games. In reality, this is a violation of player protection obligations and the refund of deposits that should never have been accepted.
I therefore request your assistance so that Spinrollz can properly investigate this matter and refund the deposits that were wrongly accepted.
Thank you for your help.
Best regards
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5 months ago
Dear player, thank you for sharing the updates. Could you please forward all emails once again to natalia.b@casino.guru, but not in the form of screenshots? You can also send them as attachments. Here is an instruction on how to do it if you have a web.de email domain:
- Log in to your WEB.DE Mail account.
- Go to your Inbox and open the email you want to forward.
- In the menu bar (above the message), click on the More (or three-dots) option.
- Select Forward as attachment (in German it might show as Als Anhang weiterleiten).
- A new message will open with the original email attached as a .eml file.
- Enter the recipient’s address, add any text you want, and click Send.
Thank you very much for your cooperation!
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5 months ago
TranslationI sent you everything by email. There are 11 emails.
I hope you can help me.
If you need anything else, please let me know.
Best regards
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5 months ago
Dear player, thank you for all the forwarded emails. Can you please specify the dates when you made deposits to the casino?
As I can see, you informed the casino about gambling addiction on 12th September. Have you made any deposits after this date?
Could you please specify the exact date when your account was closed? Was it the 26th or the 28th of September?
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5 months ago
TranslationHello Natalia,
Thank you for your feedback.
I would be happy to provide you with the requested information:
I first informed the casino about my gambling addiction on August 12, 2025, and requested a ban.
On September 12, 2025, I sent another email requesting that my account be closed.
Despite these notifications, my account was not immediately blocked, so I was able to continue making deposits.
The account was finally closed on the afternoon of September 26, 2025.
After September 12, 2025, I made the following deposits:
25.09.2025:
15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 €
26.09.2025:
10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €
I would like to ask:
Do you also need a list of my deposits before September 12?
I submitted my first request for a gambling addiction suspension on August 12, 2025, and continued making deposits in August.
Thank you for your help in clarifying this.
Best regards
Maddie
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5 months ago
TranslationI have to correct myself once.
I wrote an email on August 12, 2025, stating that I wanted my page deleted, but I did not mention in the email that I am addicted to gambling.
I didn't get that until September 12, 2025.
But that should still count, right?
Finally, on August 12, 2025, I wanted my page deleted, which Spinrollz did not do, and accordingly, I was able to continue depositing.
Best regards
Maddie
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5 months ago
TranslationHello Natalia,
Here are my deposits before September 12, 2025.
26.08.2025:
10 €
10 €
10 €
10 €
10 €
10 €
10 €
10 €
20 €
27.08.2025:
10€
10€
20€
10€
10€
15€
10€
28.08.2025
10€
10€
10€
29.08.2025
10€
10€
10€
16€
10€
01.09.2025
20€
20€
12€
10€
10€
10€
10€
10€
10€
10€
04.09.2025
10€
September 10, 2025
10€
19€
I can also fully prove this with screenshots from my online banking.
I'd rather send you all the data here now so that you have all the information.
I also sent an email on September 2, 2025, requesting that my site be blocked. This, too, was ignored.
You should have received the emails from me yesterday too.
Thanks for your help.
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5 months ago
Dear player, I have received all emails from you and reviewed them carefully. Please note that your email from 12 August 2025 cannot be considered a valid self-exclusion request, as it did not mention gambling addiction or gambling-related issues. In such cases, the casino treats the request as a standard account closure, which is, unfortunately, different from self-exclusion.
The first time you explicitly mentioned gambling addiction was on 12 September 2025. Only from that point can the casino recognize your request as a self-exclusion.
To explain the difference:
- Account closure – A player may close their account for any reason (e.g., lack of interest, technical issues, personal preference). This does not carry the same obligations for the casino.
- Self-exclusion – A player must clearly state that the request is due to gambling problems. This imposes a duty on the casino to take stronger measures, such as blocking access to prevent further gambling.
For these reasons, your 12 August email cannot be considered self-exclusion. Your email from 2 September doesn't contain any mention of gambling problems either.
Can you please clarify if you have made any deposits to the casino after 12 September 2025?
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5 months ago
TranslationHello Natalia,
After September 12, 2025, I made the following deposits:
25.09.2025:
15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 €
26.09.2025:
10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €
That’s a total of 310 euros.
Best regards
Maddie
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5 months ago
TranslationHello, anyone still there?
Best regards 😊
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5 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Dear Maddie,
I am so sorry to hear about your problem with the Spinrollz Casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Spinrollz Casino representative to join this conversation and participate in resolving this complaint.
Dear Spinrollz Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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5 months ago
Dear Maddie,
Thank you for bringing this to our attention.Your case has been escalated internally and is currently under review by our team. As soon as there is an update or resolution, we will notify you right here.We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.
Kind regards,
Spinrollz Casino Team
Thanks,
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5 months ago
Dear Maddie,
Upon thorough examination of your case, we observed that your initial closure statement dated 12/08 lacked clarity and be informed that request for self exclusion is not sufficient enough for the gaming account to be closed immediately.
On 20/08 we acknowledge your request indicating a desire to close your account; however, it did not include a specific reason, we replied and we did not receive a follow-up response from you.
Also, there was no Responsible Gambling issue mentioned on your side.
The situation on 12 of September was different, as you indicated a gambling addiction, and we did not expedite the closure of your account in a timely manner.
This is the rationale behind our decision to refund 300 EUR. Your deposit from 12 of September until the closure of your account.
To proceed with the refund, kindly provide us with the details of your bank account in the following format as a reply to the email we sent you.
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
If you have any further questions or require assistance, please don’t hesitate to let us know. We appreciate your support.
Best regards,
Spinrollz Casino Team
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5 months ago
TranslationHello Spinrollz,
I just replied to your email.
Best regards
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5 months ago
Hello Spinrollz Casino,
I’m glad that you joined the conversation and provided a solution so quickly.
Dear Maddie,
As mentioned before, in your initial requests from August, you didn’t mention or indicate any problems with gambling.
Therefore, I consider the refund of all deposits made from September 12 until the account closure to be completely fair and reasonable.
Please let us know once there is any update.
Best regards,
Igor
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Maddie,
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,
Igor
