The player from Germany reports that despite notifying Spinrollz of his gambling addiction and requesting account closure, the casino failed to act on this information, allowing him to continue gambling and make significant deposits. He has filed a complaint regarding the breach of player protection obligations and is seeking support for a refund.
Spinrollz Casino - Player's account remains active despite self-exclusion request.
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Spinrollz Casino
Safety Index:Above averageCase summary
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Public
5 days ago
Translation
Ladies and Gentlemen
I had an active account with Spinrollz until January 23, 2026.
On December 24, 2025 (Appendix 1), I explicitly, clearly and verifiably informed the casino by email that I suffer from a gambling addiction and that I request account closure.
The casino then replied to me (Appendix 2) and asked again about the reason. I responded directly to that (Appendix 3).
Despite this knowledge, the casino intentionally or through gross negligence failed to immediately block my player account or to take other essential player protection measures.
Instead, they kept my account active and continuously allowed me to make deposits, participate in gambling, and send me offers. As a result, I was able to deposit €10,850 within 30 days, starting on December 24, 2025.
I filed a complaint regarding the account due to a breach of player protection obligations and requested a refund, but without success. (Appendix 4).
I would be grateful if you could support me in this matter.
Best regards
Leon ****
Edited by a Casino Guru admin
Automatic translation:
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3 days ago
Important notice:
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3 days 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 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
