The player from Germany requests help after repeatedly trying to self-exclude from the casino, but continues to receive promotional offers and encouragement to play. Despite expressing his desire for account closure, he encounters silence and feels tempted due to daily bonuses. He seeks reimbursement for his recent deposits.
Spinrollz Casino - Player's account remains active despite self-exclusion request.
Opened
Current status
Waiting for player to reply
6d 20h 44m 40s
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
17 hours ago
Translation
Hello,
Despite several emails requesting that I block my account, I continued to be lured with bonuses and encouraged to play with tournaments, deposit bonuses, and a €100 credit to my account.
A VIP advisor asked for the reasons I always give for wanting to delete my account. I answered these questions, and then there was radio silence. I sent these emails several times.
Promotional emails with new bonuses arrived almost daily, and so I was tempted to play again despite repeatedly pointing out the irrevocable ban.
Furthermore, there is no deposit limit, no 5-minute break after 1 hour, and increased stakes.
For this reason, I would like to have my recent deposits back.
Automatic translation:
Public
Public
3 hours 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 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
3 hours ago
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about having gambling issues or trouble controlling your gambling? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If you believe you are a vulnerable individual in need of protection from further gambling and your account is currently not blocked, as the next step, I recommend you contact the casino again and ask for a self-exclusion due to gambling problems. Address your request to the support of the casino at support@spinrollz.com, and at the same time, include me in the copy of the email at tomas@casino.guru
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:
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."
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,
Tomas
