Spinrollz Casino - Player’s account remains unblocked despite requests.

Hello,

Despite repeated requests over the past weeks, and now also with reference to my gambling addiction, my account has not been blocked, and I receive almost daily SMS and emails to deposit money, which triggers me extremely to gamble and deposit money again and again.

Since receiving the last emails about the account being blocked, I have deposited over 10,000 euros.

There are no 60-minute time limits; you can deposit an unlimited amount, and self-exclusion is not possible. Because of this, I kept depositing more and more money.

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.

Dear Chrizzzzzz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino. I checked the self-exclusion options information here: https://spinrollz3.com/en/responsible-gaming

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinrollz.com. and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

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 your gambling issues? 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?
• Were you able to set your marketing preference options in the account settings, unsubscribing from all marketing communication?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email, 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