The player from Germany requested self-exclusion from Spinrollz.com, which was not implemented, leading to further deposits totaling €2,742. After her account was closed, she accepted a goodwill offer of €1,000, but has yet to receive any payment despite multiple follow-ups. She seeks assistance to ensure the payment of €1,000 and ideally a full refund.
Spinrollz Casino - Player's withdrawal has been delayed and account closed.
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6d 23h 7m 45s
Spinrollz Casino
Safety Index:Above averageCase summary
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12 hours ago
Translation
On December 26, 2025, I requested self-exclusion from Spinrollz.com via email. This request was never implemented by the casino.
Despite my self-exclusion, I continued to receive promotional emails and text messages from Spinrollz, encouraging me to return and play. As a direct consequence of failing to comply with my self-exclusion, on May 11, 2026, I made several deposits totaling approximately €2,742 through various payment providers of 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, they refused a full refund. Instead, they offered me only €1,000 as a goodwill gesture, which I accepted as a partial settlement. To this day, no payment has been made, even though I accepted the offer on May 13, 2026, and have followed up several times.
I request Casino.Guru's assistance with the following points:
1. Ensuring the immediate payment of the promised 1,000 EUR
2. Ideally, a full refund of EUR 2,742, as the casino has clearly failed to comply with its legal obligations regarding my self-exclusion.
The following evidence is available:
• Complete email correspondence with Spinrollz, including the goodwill offer and my acceptance.
• Promotional emails and text messages I received after self-exclusion
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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 totaling 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 May 13, 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 fulfill 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
Automatic translation:
Public
Public
52 minutes 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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52 minutes 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 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
