The player from Germany had requested the immediate closure of his account due to a lack of self-control, but the account had remained open since October 31, 2025. He had not received responses to his emails and felt that player protection was being disregarded, which resulted in a demand for a full refund of his deposits. The Complaints Team had extended the response time to allow for further communication; however, the player did not respond to inquiries, leading to the rejection of the complaint.
Spinrollz Casino - Player’s account remains open despite closure request.
Closed
Our verdict
Player stopped responding
Amount: €2,050
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Ladies and Gentlemen
I have deposited 2050 EUR into my account since October 25, 2025.
Since I cannot control myself, I requested the immediate closure of my account on October 31, 2025.
To this day, the account has not been closed. Every subsequent email has been ignored. Furthermore, a personal contact person got in touch with me, not to close the account, but to offer further deals. This prompted me to deposit more money.
I have not received a reply to my direct email to the contact person.
I now expect a refund of the entire deposit amount, as player protection is clearly being disregarded here.
Automatic translation:
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1 month 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.
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1 month ago
Dear Blacze,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Translation
Hello,
The reason was that the losses became too high and I was having trouble controlling myself. That's why I requested the account closure. I've attached the email exchange.
Since I did not have access to the registered email address, I informed them via email which account it was.
An attempt to change my email address in my customer account was completely unsuccessful.
Furthermore, I've received another bonus email, which means the account still hasn't been closed. That's absolutely outrageous.
Unfortunately, I cannot attach the emails here.
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1 month ago
I have not received any emails from you yet. Could you please double-check if you entered my email address correctly? It is [email protected].
Additionally, could you please confirm whether you still have access to the email address you used when registering at this casino?
Has the casino responded to your self-exclusion request when you contacted them from a different email address?
Finally, could you confirm if your account has been fully verified?
