Spinrollz Casino - Player's withdrawal has been delayed and account closed.

Am 26. Dezember 2025 habe ich bei Spinrollz.com per E-Mail einen Selbstausschluss beantragt. Dieser Antrag wurde vom Casino nie umgesetzt.

Trotz meines Selbstausschlusses erhielt ich weiterhin Werbe-E-Mails und SMS-Nachrichten von Spinrollz, die mich zur Rückkehr und zum Spielen animierten. Als direkte Folge der Nichterfüllung meines Selbstausschlusses tätigte ich am 11. Mai 2026 mehrere Einzahlungen in Höhe von insgesamt ca. 2.742 EUR über verschiedene Zahlungsdienstleister des Casinos (cramp, Skplayclick, mixfind.com, Actualplay, Scazino, accuradocs, tpcsskin, Playt).

Als ich das Casino kontaktierte, bestätigte es die Schließung meines Accounts und entschuldigte sich für die entstandene Situation. Eine vollständige Rückerstattung wurde jedoch verweigert. Stattdessen wurde mir lediglich 1.000 EUR als Kulanzleistung angeboten, was ich als Teileinigung akzeptiert habe. Bis heute wurde keine Zahlung geleistet, obwohl ich das Angebot am 13. Mai 2026 akzeptiert und mehrfach nachgehakt habe.

Ich bitte Casino.Guru um Unterstützung bei folgenden Punkten:

1. Sicherstellung der sofortigen Auszahlung der zugesagten 1.000 EUR

2. Idealerweise Rückerstattung des vollen Betrags von 2.742 EUR, da das Casino seinen gesetzlichen Pflichten bezüglich meines Selbstausschlusses eindeutig nicht nachgekommen ist

Folgende Beweise stehen zur Verfügung:

• Vollständiger E-Mail-Verkehr mit Spinrollz inklusive des Kulanzangebots und meiner Annahme

• Werbe-E-Mails und SMS-Nachrichten die ich nach dem Selbstausschluss erhalten habe

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On 26 December 2025, I submitted a self-exclusion request to Spinrollz.com via email. This request was never implemented by the casino.

Despite my self-exclusion, I continued to receive promotional emails and SMS messages from Spinrollz encouraging me to return and play. As a direct result of the casino’s failure to implement my self-exclusion, I made multiple deposits on 11 May 2026 totalling approximately 2,742 EUR through various payment processors used by the casino (cramp, Skplayclick, mixfind.com, Actualplay, Scazino, accuradocs, tpcsskin, Playt).

When I contacted the casino, they confirmed the closure of my account and apologized for the situation. However, a full refund was refused. Instead, I was offered only 1,000 EUR as a goodwill gesture, which I accepted as a partial settlement. To date, no payment has been made despite my acceptance on 13 May 2026 and multiple follow-up emails.

I am requesting Casino.Guru’s assistance with the following:

1. Ensuring the immediate payment of the promised 1,000 EUR

2. Ideally, a full refund of 2,742 EUR given the casino’s clear failure to fulfil its legal obligations regarding my self-exclusion request

The following evidence is available:

• Complete email correspondence with Spinrollz including the goodwill offer and my acceptance

• Promotional emails and SMS messages received after the self-exclusion request

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.

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 confirm when was the last time you had access to the casino and when was your last deposit?
• Have passed the KYC verification in this casino?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Dear Mkmacbook,

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.

Dear Attila,

thank you for getting back to me. Please find my answers below:

Last login and deposit: My last login and deposit was on 11 May 2026, which is also the date of the disputed transactions totalling approximately 2,742 EUR.

KYC verification: Yes, I have completed the KYC verification with Spinrollz.

Self-exclusion request: I have located my original self-exclusion email sent to Spinrollz on 26 December 2025.

Current situation: After filing my complaint with Spinrollz, they offered 1,000 EUR as a goodwill settlement. I accepted this offer on 13 May 2026 and provided my full bank details. On 21 May 2026, Spinrollz confirmed via email that the refund had been processed. However, as of today, 27 May 2026, no payment has arrived in my account and no transaction reference or proof of payment has been provided despite multiple follow-up emails.

Dear Player,

Thank you for your message. Do you have any updates for us in relation to the refund? Have you received the payment?

I look forward to your reply.

No refund received and no more answer Please clarify this with spinnrollz

Any Updates ?

Thank you for your response. After reviewing the available evidence, I was unable to find your original self-exclusion request. Currently, the only documentation that has been submitted pertains to the communication regarding the refund.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know whether you are able to obtain your original self-exclusion request. Otherwise, we will have to close this complaint.

Thank you for your understanding.

I have forwarded you the email in which I requested the deletion of my account.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Mkmacbook,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinrollz Casino to join this conversation and assist in addressing the complaint.

Dear Spinrollz Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear everyone,

Thank you for bringing this to our attention.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused. 

Kindly be informed that we are currently investigating with our relevant department, and we will inform you as soon as there are further updates.

Thank you for your understanding and patience.

Kind regards,

Spinrollz Team

Spinrollz Casino

Thank you for your response. I look forward to your update.

Spinrollz Casino

Thank you very much for your decision to initiate a refund for the player. This thoughtful action reflects positively on your brand. I sincerely hope that this matter reaches a satisfactory conclusion soon. Additionally, I trust that the wallet information provided by the player will be adequate for your request regarding banking details.

Dear Mkmacbook,

Thank you for your patience.

We have checked with our relevant department regarding the details you have provided, but we were unable to initiate refund to the crypto address provided. We would kindly ask of you to please provide us with either of the following: BTC, LTC, ETH, USDC ERC20, USDT TRC20, USDT ERC20.

Kind regards,

Spinrollz Casino

Mkmacbook

Thank you for providing the details. I hope the casino will be able to process your refund. Kindly update me in case of any development.

Spinrollz Casino

I want to hope that the two options provided by the player will be sufficient. Any update from you will be highly valued.

Dear everyone,

Thank you for your patience.

We have tried to initiate the refund again on the wallets provided, however all three wallet addresses could not be validated, thus we were unable to process the refund.

Please provide us with a different wallet (BTC, LTC, ETH, USDC ERC20, USDT TRC20, USDT ERC20) that can be validated or, if possible, a bank account that is in EUR currency.

Kind regards,

Spinrollz Team

Anbei mein USDT (TETHER) Account

0x30b20108Dac713a46317b4358b5f93B179c4B8e5

HIER SEHEN SIE AUCH DEN QR Code

die wallet ist definitiv richtig und das muss funktionieren.

Spinrollz Casino

Kindly take note of the information provided and kindly provide an update.

Dear everyone,

Thank you for your patience.

Kindly note that the payment details have been forwarded to our relevant department.

As soon as we have more information, we will update you promptly.

Kind regards,

Spinrollz Team

Spinrollz Casino

Thank you for your assistance. I look forward to the processing of the player's withdrawal request. An update from you will be highly appreciated.

Dear All,

Thank you very much for the updates and cooperation. I am looking forward to the player's confirmation once the second instalment is received.

die zweite Zahlung kam auch an, der Fall kann geschlossen werden. Ich danke nochmal allen Beteiligten das der Fall noch geklärt werden konnte, danke alle für die Mühe.

Dear Mkmacbook,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru