The player from Germany encountered issues with the casino, which provided invalid terms and conditions regarding his request for a refund. He sought his winnings back due to his gambling addiction. The Complaints Team attempted to assist by requesting additional information and communication from the player, but due to a lack of response, the complaint was ultimately closed.
Spinrollz Casino - Player seeks refund after account issues.
Closed
Our verdict
Player stopped responding
Amount: €4,922
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
The casino is trying to fob me off with invalid terms and conditions. I want my money back after my gambling addiction so I can finally start afresh.
The next step is a lawsuit in German court.
Automatic translation:
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6 months ago
Dear Kraigz,
Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Did you inform the casino about your gambling problem, but your account remained accessible?
I will be patiently waiting for your reply.
Best regards,
Kristina
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6 months ago
TranslationI previously wrote that alcohol consumption and unfair withdrawal limits had led to losses, but this was a while ago and was not responded to by the casino.
Automatic translation:
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6 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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5 months ago
Dear Kraigz,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
