Spinrollz Casino - Player's account remains open despite closure request.

Hello,

I would like to file a complaint against Spinrollz Casino.

Since January 2025, I have deposited and lost more than EUR 70,000 on their platform.

The casino never performed any KYC verification on my account, despite the very high volume of transactions.

At the end of July 2025, I explicitly requested the closure of my account, but the casino refused to close it. Instead, they continued contacting me and my account is still open today.

This shows a failure to comply with AML (Anti-Money Laundering) and responsible gambling regulations, as well as ignoring my clear request for account closure.

Recently, I also sent them an email requesting reimbursement of the funds lost after my closure request, but they have not answered.

I kindly ask Casino Guru to investigate this case, as Spinrollz Casino is operating irresponsibly, without proper KYC, and in violation of AML and player protection rules.

Thank you for your assistance.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.

From the screenshots you shared, documentation is being requested in order to verify your account.

We are unable to request a refund for the funds that were deposited and played down. Each player is responsible for their activity in the casino. If the player continues their activity after requesting account closure, such requests will most often be disregarded.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino marketing communication?
• Have you made any further deposits to the casino after your refund request from September 30th?
• Have you considered requesting a self-exclusion in the casino? Do you see yourself as a vulnerable individual in need of protection from further gambling?

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

Ciao Tomas

non ho annullato l’iscrizione alle comunicazione di Marketing ma ho richiesto la chiusura dell’account 2 volte il 30 luglio.

dopo il 30 settembre non ho effettuato altri depositi, ma dopo il 30 luglio si.

inoltre sono registrato da dicembre 2024 al casinò, é normale che ho potuto fare depositi per oltre 70’000 senza KYC?

Thanks for your reply.

The absence of KYC completion is not a valid reason for us to request a refund. Casinos with offshore licenses will usually ask to complete the KYC after a payout is requested.

I checked the communication you provided. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

If the casino sends you any newsletters or any automatic marketing correspondence, I would recommend you unsubscribe using an option in the footer of each such email.

If you believe you are not in control of your gambling and require protection from further play, I would recommend that you request a self-exclusion in the casino.

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."

Send this request to [email protected] (you can include me in the copy at [email protected]). Please let me know about any developments regarding the matter.

Vi prego di cancellare lo screenshot dall’aerea pubblica di casinoguru in cui si vedono i miei dati personali!!!

I apologize for the oversight.

Could you please share an update regarding the status of your player's account?

Could you please confirm that you sent another self-exclusion request as I suggested in my previous post?

Please let me know.

Dear Domdom,

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,
Tomas
Casino.Guru