The player from Italy's account at Spinrollz.com is permanently closed without completing the verification process, and his balance of €883 has not been refunded. He requests assistance in obtaining a clear explanation for the closure, completing the necessary verification, and recovering his funds.
Spinrollz Casino - Player's account is closed with delayed refund request.
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Spinrollz Casino
Safety Index 7.4 Above averageCase summary
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2 days ago
Translation
Dear CasinoGuru Team,
I would like to request your assistance with a complaint regarding the online casino Spinrollz.com, which closed my account without completing the verification process and without refunding my real balance.
On [06/30/2026
], Spinrollz informed me that they were permanently closing my account, citing a failure to verify my documents. I would like to point out that I was unable to complete the process within the required timeframe for personal reasons, but I am fully available to immediately provide all necessary documents (identity, address, payment method).At the time of closure, my account contained €883 in real balance, which was not returned to me. I contacted support for clarification, but received no satisfactory response or instructions on how to recover the funds.
I believe that permanently closing an account without the possibility of completing the verification process and without refunding the balance is unjustified and inconsistent with industry best practices.
I therefore ask for your intervention to:
get a clear and documented explanation from Spinrollz.com;
complete the KYC verification, which I am fully available for;
receive a full refund of the €883 in your account at the time of closure.
I attach a copy of the email I received from the casino and am available to provide any additional information or documents useful in handling this case.
Thank you in advance for your support.
Best regards,
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
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 how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please list which documents you have provided to the casino during the verification process? Were any documents approved, to your knowledge?
- Could you please confirm you deposited using a payment method that's in your name?
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,
Tomas
