Spinrollz Casino - Player's account remains active despite self-exclusion request.

Sehr geehrte Damen und Herren,

ich hatte ein aktives Konto bei Spinrollz bis zum 23. Januar 2026.

Am 24.12.2025 (Anlage 1) hatte ich das Casino ausdrücklich, eindeutig und nachweisbar per E-Mail darüber informiert, dass ich an einer Spielsucht leide und dass ich um eine Kontoschließung bitte.

Daraufhin hatte mir das Casino geantwortet (Anlage 2) und erneut über den Grund nachgefragt. Ich hatte direkt darauf darauf geantwortet (Anlage 3).

Trotz dieser Kenntnis hatte das Casino vorsätzlich bzw. grob fahrlässig unterlassen, mein Spielerkonto unverzüglich zu sperren oder andere zwingend erforderliche Spielerschutzmaßnahmen zu ergreifen.

Stattdessen haben die mein Konto weiterhin aktiv gehalten und mir fortlaufend ermöglicht, Einzahlungen vorzunehmen, an Glücksspielen teilzunehmen und Angebote geschickt. Dadurch hatte ich bzw. konnte ich ab dem 24.12.2025 in 30 Tagen 10.850€ einzahlen.

Ich hatte eine Beschwerde aufgrund den Verstoß gegen Spielerschutzpflichten für das Konto eingereicht und um Rückzahlung gebeten, allerdings ohne Erfolg. (Anlage 4).

Würde mich freuen wenn Sie mich diesbezüglich unterstützen.

Viele Grüße

Leon ****

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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 clarify when you were active in the casino during the period between December 24th and January 23rd?
• Was your account in the casino verified?
• Have you unsubscribed from the casino's marketing communication?

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

Dear elleone89,

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.

Hallo,

ja das kann ich präzisieren;

21.01.2026 - 1200€

20.01.2026 - 1000€ (Auszahlung)

17.01.2026 - 3650€

03.01.2026 - 500€

02.01.2026 - 100€

31.12.2025 - 4200€

27.12.2025 - 1800€

26.12.2025 - 400€

Total Eingezahlt 11850€ - 1000€ = 10850€

Das Konto war nicht verifiziert. Die Abmeldung der Marketing mitteilungen wurde nicht separat beantragt.

Dear elleone89,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello elleone89, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinrollz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We would like to kindly inform you that we are investigating the case and we will have updates for you regarding the matter as soon as possible.

Thank you for your patience.

Best regards,

Spinrollz Team

Casino.Guru

Dear all,

We would like to inform you that we have officially opened an internal investigation into your case. Our team is currently reviewing all relevant data and communication to ensure we provide you with a fair and accurate resolution.

We ask for your patience while we complete this thorough check. We will provide a detailed update directly on this thread as soon as the investigation is finalized.

Thank you for your cooperation.

Best regards,

Spinrollz Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We are currently finalizing our review of this case and will provide an update shortly.

Kind Regards,

Spinrollz Team

Dear Spinrollz Casino, I am unable to prolong the timer indefinitely. If the results are not in by Thursday, I will be forced to close the complaint as unresolved. You will have the option to request reopening once you finish the investigation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We have conducted an investigation into the matter.

Please be informed that we see that the customer was asked an additional clarifying question immediately after the closure request. Nevertheless, no reply was received for several weeks.

Additionally, the customer had a substantial active balance at the moment of the closure request, which required additional clarification. As per the Terms and Conditions of the website, the account closure with an active balance is not possible, however, since the customer stopped their communication with us, we could not establish the way to proceed with the remaining balance.

Please let us know if you have any additional questions.

Best regards,

Spinrollz team

Thank you for the provided details, Spinrollz Casino, appreciated.

Dear elleone89, as per the above, can you please confirm whether the communication with the casino stopped on your side, and if so, what was the reason? Thank you.

Hallo Matej,

dies stimmt definitiv nicht. Ich habe auf deren Rückfrage innerhalb von 3 Stunden geantwortet. Einen entsprechenden Nachweis kann ich jederzeit vorlegen, diesen hatte ich euch bereits zugesechickt.

Unabhängig davon rechtfertigt dies nicht das Verhalten von Spinrollz Casino.

Ich hatte am 24.12.2025 ausdrücklich darüber informiert, und am gleichen Tag auch auf Nachfrage das gleiche erneut bestätigt , dass bei mir eine Spielsucht vorliegt, und die Schließung meines Kontos beantragt. Ab diesem Zeitpunkt bestand eine unverzügliche Verpflichtung, mein Konto zu sperren und jegliche weitere Teilnahme am Glücksspiel zu unterbinden.

Die Argumentation, dass eine Kontoschließung wegen bestehendem Guthaben oder angeblich fehlender Rückmeldung nicht möglich gewesen sei, ist unbeachtlich. Man hätte das restliche Guthaben separat klären und ggf. Auszahhlen können.

Außerdem hatte mich das Casino am 10.04.2026 wegen diesen Fall hier per E-Mail kontaktiert und um einen Rückruf gebeten. Ich hatte darauf geantwortet, und gebeten die Kommunikation auschließlich schriftlich fortzusetzen. Drauf gab es keinen weiteren E-Mail austausch.

Dear elleone89, I can't see any e-mail from yourself in my mailbox and your reply is neither shown in your opening post.

If you did respond to the caisno as you claim, please forward me the response to matej.l@casino.guru for a review.

Dear Spinrollz Casino, the message sent to the support staff on the 24th December has been clearly worded self-exclusion request, and gambling addiction has been stated as the reason. Respond sent by the suport staff seems in bad taste, as it sound like the agent did not even read the message, or was unable to read with understanding. As per the active balance, in line with our Fair Gambling Codex and player protection rules, we believe in cases of gambling addiction any outstanding bets should have been cancelled and any remaining real balance should have been returned to the player upon account closure. I will wait for the player's response e-mail, but so far it looks like a failed player protection on the side of the casino support staff.

Dear elleone89,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru

We’ve reopened this complaint at the request of elleone89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear elleone89, please always post a note in this thread when you send me an e-mail. Your message has been blocked by my spam filter and I was not aware of your response.

Dear Spinrollz Casino, the player has provided me with messages sent to the correct address requesting self-exclusion on 24/12/2025. I would like to ask if you could send me the cashier histor showing both deposits and withdrawals from 24th December until the account closure, for the internal review. Also, I would like to know whether an balance has been voided during the account closure, and please confirm the account has now been closed indefinitely, with no option for reopening. That the player's credentials were blacklisted, to prevent re-registration, and all marketing communication ahs ceased. Thank you.