The player from Germany had previously requested account closure but instead received a partial refund and continued to receive ads and bonuses, which led him to gamble again. He demanded the return of nearly €1200 in deposits and requested that his account be deleted. After reviewing the evidence, only €198 in deposits since the previous complaint could be verified, and the casino had already offered to refund this amount. Due to insufficient proof of additional deposits or promotional offers, further refunds could not be pursued. The complaint was marked as resolved with the player's confirmation.
Spinrollz Casino - Player's account remains unresolved and has not been closed.
Resolved
Our verdict
Case closed
Amount: €1,200
Spinrollz Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 weeks ago
Translation
Several months ago, I filed a complaint here because my account wasn't closed at my request. After a long wait, I received a small refund of my stakes. Now I'm constantly bombarded with ads and bonuses again. Due to my addiction, I've unfortunately started gambling again. Therefore, I'm demanding the return of my deposits totaling nearly €1200 and requesting that my account finally be deleted. The guidelines have been violated once more.
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3 weeks 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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3 weeks ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinrollz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise whether you have opened a new account or regained access to your original account?
- Could you please forward your original self-exclusion request along with any communication between you and the casino? You can reach me at attila.g@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationGood day
I still have access to the old account. I've forwarded the emails.
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3 weeks ago
TranslationGood day,
I just looked for the emails, but couldn't find them. I don't know where they went. You can see the old case in my account, though. No new account has been opened since then; it's the same old casino. I've been getting constant ads and bonuses for it again for a while now...
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2 weeks ago
Thank you for your response. Could you kindly confirm the exact date when you regained access to your account? Additionally, could you please provide the total amount you have deposited since then?
Furthermore, I would greatly appreciate it if you could forward any promotional offers you have received to my email. If possible, please also include the email in which the casino confirmed your original self-exclusion.
Thank you for your patience and cooperation.
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2 weeks ago
TranslationI had continuous access. It was never deleted. As I said, a complaint about this case was already opened and resolved here. I was refunded a certain amount back then because the account wasn't deleted, and then it wasn't deleted again. I can't see the exact deposits anymore, since my account was deleted after the case was opened. However, I deposited approximately €1200. That's why that amount is the disputed sum.
Unfortunately, I always deleted promotional emails immediately, and now I can't find them anymore.
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Sensitive attachment
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2 weeks ago
TranslationHere's the case, see picture.
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2 weeks ago
TranslationThe casino contacted me and offered me only €198. Apparently, that's all I deposited.
In December 2025, a complaint was filed regarding the same issue. A refund of €600 was issued. Since then, however, more than €198 has been deposited. I can no longer access the information, as my account has now been closed.
I already offered the casino a €200 discount on the €1000 deposit, but they want to stick to €198 and said it was their final offer.
Highly unprofessional!
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1 week ago
Thank you for your response. After thoroughly reviewing all the available evidence, I was only able to find proof of a deposit of €198 into your account since your previous complaint and you have confirmed that the casino has already offered to refund this deposit. Unfortunately, as there has been no proof of additional promotional offers presented and you have confirmed that you no longer have access to your account, we regret to inform you that we are unable to request further refunds from the casino. If there is anything else that I may have overlooked or if there is anything else we can help you with, please do not hesitate to let me know. Otherwise, we will have to reject this complaint due to insufficient evidence. Thank you for your understanding.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear [Redacted],
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
