Winrolla Casino - Player requests refund after account self-exclusion failure.

Oggetto: Reclamo contro Spinlander – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò Spinlander.

In data [03/09/25] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [inserire eventuali altre date], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale di € [5000]. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

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’m sorry to hear about your negative experience with Winrolla Casino.

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?
• After you learned your account wasn't self-excluded, have you contacted live chat and asked for assistance?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@winrolla.com, 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 Lamabet 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

Grazie per la vostra risposta e per l’attenzione al mio caso.

Il mio account è ancora accessibile. Tuttavia, desidero sottolineare che la mia richiesta principale è il recupero di tutti i soldi che ho versato nel casinò.

Ritengo che la situazione non sia stata gestita correttamente e per questo motivo chiedo il vostro supporto per aiutarmi a recuperare l’importo totale dei miei depositi.

Vi sarei grato se poteste continuare a seguire il mio caso e assistermi nel processo per ottenere il rimborso.

Resto in attesa di una vostra risposta.

Cordiali saluti

Thanks for your reply.

Kindly share your most recent communication with the casino on the topic of self-exclusion and refunds. Emails exchanged, and chats with live chat support should be sent to my email at tomas@casino.guru

Please confirm you sent a new self-exclusion request according to my previous recommendations.

Thanks in advance for your cooperation.

Buongiorno,

come richiesto, allego a questa email tutte le comunicazioni più recenti che ho avuto con il casinò, comprese le email e gli eventuali messaggi della chat con il supporto.

Confermo inoltre di aver inviato nuovamente una richiesta di autoesclusione al casinò, specificando chiaramente che soffro di problemi di ludopatia e chiedendo la chiusura definitiva del mio conto.

Desidero sottolineare che avevo già segnalato in precedenza il mio problema di gioco d’azzardo e richiesto la chiusura del conto. Nonostante ciò, il casinò ha continuato a permettermi di depositare denaro.

Per questo motivo ritengo che il casinò non abbia rispettato le proprie responsabilità in materia di gioco responsabile e richiedo il rimborso dei depositi effettuati dopo la mia richiesta di autoesclusione.

Resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti

Thanks for your reply.

We expect you to include the communication originating from casino support addressed to you as well. I apologize if that was not clearly communicated.

• I can see you received a message from the casino on the same day as your self-exclusion request was sent; however, it's not clear what response you received.
• Please also confirm whether your further self-exclusion request was successful or whether your account is still accessible to you.

I apologize for the inconvenience.

Dear Ettore,

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.

Buongiorno Tomas ho risposto tramite e-mail

I apologize, but no communication regarding Winrolla Casino was included in the emails you sent me.

Kindly forward the communication you exchanged with the casino since the complaint began to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello Ettore,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Please note we are unable to proceed without relevant evidence of your communication with the casino.

From the screenshots you provided it's unclear whether you tried to contact the casino again after your initial self-exclusion efforts didn't succeed and what the response from the casino was.

Also, kindly confirm what the status of your account is currently and whether you made further attempts to self-exclude in the casino.

Looking forward to your reply.

Dear Ettore,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Ettore. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Dear Tomas and Casino Guru Team,

I formally request the reopening of my complaint against Winrolla Casino and wish to once again provide the essential evidence relating to my self-exclusion request.

On September 3, 2025, I contacted Winrolla support directly at support@winrolla.com .

My communication was absolutely explicit:

"I want to close my account due to gambling problems."

I am attaching the screenshot of the email sent again.

I want to emphasize that this wasn't just a generic request to close my account. I specifically informed the casino that the request was due to gambling problems.

I therefore believe that this evidence should be specifically assessed within the framework of responsible gaming and self-exclusion procedures.

You previously asked me if I had made any further attempts to contact the casino. I want to be completely transparent: the attached communication is proof of the closure request for gambling addiction, on which I base my complaint. I do not wish to disclose any further communications that I cannot document.

The point I ask you to evaluate is what the casino should have done from the moment it received such an explicit communication from a player declaring a gambling problem.

If, despite this notification, my account remained available and I was allowed to continue depositing and playing, I ask you to evaluate the casino's liability for activity following my request.

I therefore ask Casino Guru to reopen the complaint and contact Winrolla, asking the casino to check their systems:

– receipt of my email dated September 3, 2025;

– when my request has been registered and processed;

– when my account was actually blocked/closed;

– what deposits and gaming activities were permitted after my notification.

If it turns out that, after being specifically informed of my gambling problems, Winrolla allowed me to continue depositing and losing money, I request Casino Guru's assistance in obtaining a refund of the amounts deposited and lost after requesting self-exclusion.

I am now available to respond promptly to all your requests and to provide any further documentation in my possession.

I kindly ask you to reopen the case and evaluate it on the merits based on the attached evidence.

Thank you for your assistance.

Best regards,

B

Dear Ettore,

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, Martin (martin.l@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,

Tomas

Hello Ettore,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

In case your account is still active, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Before inviting the Winrolla Casino representative to enter the discussion, I would also like to ask you to forward me the original email AND the response you have received from the casino. The screenshot alone, without seeing the casino's response, will not be sufficient.

You can forward this email to martin.l@casino.guru.

Fatto ho inoltrato ma il casinó non mi ha mai risposto

Dear Ettore,

Thank you for forwarding the email.

However, I noticed an important discrepancy. Your screenshots show that the request was sent to support@winrolla.com, while the forwarded email shows support@winrolla.bet.

Please clarify which address you actually contacted. If you sent the request to both addresses, please confirm this and provide both original messages directly from your Sent folder, preferably exported in .eml or .msg format.

Please also provide the casino’s response visible beneath your original email in the screenshots. If this is a simple email acknowledgement please do let me know as well.

This information is necessary before I contact the casino regarding your account closure and the alleged failure to process your request.

Dear Ettore,

thank you for your messages.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? Can you locate the two messages?

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Winrolla Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear All,

Following a thorough review of the player’s account, we would like to provide clarification regarding the claims raised.

Our internal records confirm that the player's account was permanently closed on 03/09/2026, meaning there was no delay in processing the closure request. Furthermore, a full audit of the account's financial history shows that total deposits amount to €1,068, rather than the €5,000 figure stated by the player.

From our side, all procedures and player requests were handled correctly and in full accordance with our standard operational protocols. Given that our confirmed findings directly contradict the player's statements, please let us know how you would prefer to proceed with this case, or if you require any additional documentation from our team.

Kind regards,

Winrolla Casino Team

Dear casino representative,

Thank you for your response.

Could you please confirm whether 3 September 2026 is the correct closure date or simply a typographical error? Since the player’s evidence presents the request as having been sent on 3 September 2025, there is exact 1 year difference and we would like to clarify where it comes from.

Please also confirm when your systems actually received the messages sent to support@winrolla.com and support@winrolla.bet. If possible, please provide the corresponding email or ticket records showing the server-side receipt timestamps and Message-ID.

Lastly, please send me the player’s full transaction history so I can verify the account activity and financial figures. The records may be sent privately to martin.l@casino.guru.

Dear Ettore,

the casino has provided information that differs significantly from your account. It claims that your account was closed on 3 September 2026 and that your total deposits amounted to €1,068.

Before I continue, please provide the original emails sent to both support@winrolla.com and support@winrolla.bet as .eml or .msg files directly from your Sent folder. Please do not forward them as quoted text.

Your screenshots also show a message from Winrolla Support beneath your request. Please open that message and export it in the same original format, even if it is only an automated acknowledgement.

Lastly, please provide statements from the payment methods you used showing your casino deposits from 3 September 2025 onward. You may send everything privately to martin.l@casino.guru.

These records are important for confirming when the casino received your request and what financial activity followed.

Dear Ettore,

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.

Gentile Martin,

desidero precisare che non ho mai ricevuto alcuna risposta da Winrolla alla mia richiesta di chiusura per problemi di ludopatia del 3 settembre 2025.

Pertanto non posso fornirvi un file .eml relativo a una risposta del casinò, perché tale risposta non è mai stata ricevuta.

Desidero inoltre precisare che questa è già la seconda volta che vi inoltro l’e-mail relativa alla mia richiesta di chiusura del conto, affinché possiate disporre della documentazione necessaria per verificarne autenticità, data e contenuto.

La comunicazione originale dimostra che avevo richiesto espressamente la chiusura del conto dichiarando problemi di ludopatia.

Vi chiedo pertanto di verificare direttamente con Winrolla, attraverso i registri e i sistemi interni del casinò, quando la mia e-mail del 3 settembre 2025 è stata ricevuta, come è stata gestita e quando il mio account è stato effettivamente bloccato.

Ritengo inoltre importante confrontare queste informazioni con la cronologia delle transazioni richiesta al casinò, per verificare l’eventuale attività di gioco successiva alla mia richiesta di chiusura.

Resto pienamente disponibile a fornire qualsiasi ulteriore documento necessario.

Cordiali saluti,

(Name Redacted)

Dear Ettore,

Thank you for your response. However, I must clarify that the files you sent are still forwarded messages created in September 2026, not the original 2025 emails exported directly from your Sent folder. Forwarding the same message again does not provide the original transmission data needed to verify when and where it was sent.

Please provide:

1. The original emails sent to both Winrolla addresses, exported directly from your Sent folder as .eml or .msg files.
2. The Winrolla Support message visible beneath your email in the screenshots, even if it is only an automated acknowledgement.
3. Statements from the payment methods you used showing your Winrolla deposits from 3 September 2025 onward.

If you use Mail on a Mac:

• Open Mail and go to Sent.
• Select the original email.
• Choose File → Save As.
• Select Raw Message Source and save the file as .eml.
• Attach the saved file to a new email addressed to me.

If you use another computer or email application, look for Save As, Download message, or Export message, and select .eml or .msg. If you only have access to an iPhone or cannot find this option, please tell me exactly which email application you use and I will provide more specific instructions.

The requested evidence has already been outstanding through an extended response period. Screenshots and further forwarded copies are not sufficient. Without the original files and financial records, we may be unable to substantiate your claim and the complaint may have to be rejected.

Thank you for your cooperation.

Dear Ettore,

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.

ho compreso la documentazione che mi sta richiedendo e desidero collaborare pienamente, ma purtroppo non sono in grado di recuperare tutto ciò che mi ha richiesto.

Ho comunque recuperato direttamente dalla mia casella iCloud l’email originale presente nella cartella Posta inviata, non un semplice inoltro. Ho inoltre visualizzato le intestazioni originali del messaggio, dalle quali risultano la data del 3 settembre 2025, l’oggetto "Chiusura conto", il destinatario, il Message-ID originale iCloud e il contenuto della mia richiesta, nella quale dichiaravo espressamente: "Voglio chiudere il mio conto per problemi di ludopatia."

Posso inviarle gli screenshot completi delle intestazioni originali che iCloud mi consente di visualizzare. Utilizzando esclusivamente iPhone, al momento non riesco però a esportare il messaggio nel formato .eml o .msg da lei richiesto.

Non riesco inoltre a recuperare l’altra email originale né, al momento, la documentazione completa delle transazioni richiesta.

Le chiedo tuttavia di considerare la prova che sono concretamente in grado di fornire: l’email originale è ancora presente nella mia casella "Inviati" e le relative intestazioni tecniche riportano una data del 2025 e un Message-ID originale, quindi non si tratta di un’email creata nel settembre 2026.

Vorrei inoltre sottolineare che non dovrebbe essere il solo formato del file a far perdere rilevanza a una comunicazione originale ancora presente sul server iCloud e accompagnata dalle relative intestazioni tecniche.

La prego quindi di indicarmi se gli screenshot completi delle intestazioni originali possono essere acquisiti agli atti del reclamo e se esiste un’ulteriore modalità con cui CasinoGuru può verificarne l’autenticità.

Sto fornendo tutto ciò che è ancora concretamente nella mia disponibilità e le chiedo cortesemente di valutare il reclamo sulla base dell’intera documentazione disponibile.

Dear Ettore,

Thank you for providing the header screenshot and explaining the limitations you face when exporting emails from your iPhone.

Dear casino representative,

thank you for your patience. Please provide the outstanding records and confirm whether your search located either of the September 2025 requests. I can share the additional header screenshot privately to assist your search. Please contact me at martin.l@casino.guru from your preferred communication address.

Please also provide the account restriction record confirming the effective closure date and clarify whether 3 September 2026 is correct. Additionally, please send the transaction history supporting your stated €1,068 total, including deposits and withdrawals after the alleged requests.

You may send these records confidentially to martin.l@casino.guru.

Dear Martin,

We are writing to notify you that we have just sent you an email. Please review it.

Thank you for your time and assistance.

Best regards,

Winrolla Casino Team

Dear casino representative,

Thank you for the email and screenshots. Could you please help me clarify a few points?

I noticed that the ticket list includes correspondence from before the account’s stated registration date, as well as a December 2025 self-exclusion ticket. Does this history include other brands or accounts? Please share the relevant closure and self-exclusion correspondence, including any messages received on 3 September within an existing ticket.

Additionally, when possible, please provide the record showing when deposits and gambling were blocked, and confirm whether the previously stated closure date of 3 September 2026 is correct. I understand the transaction history is still being obtained and will await it.

You can send the records privately to martin.l@casino.guru.

Dear Ettore,

You mentioned that you cannot export the original emails because you only use an iPhone. Could you please clarify whether you have access to a computer, even temporarily, and what happens when you try to download the messages?

Please note that the reception of the requested files would improve your position greatly.

Dear Martin,

We hope you are well.

We are writing to notify you that we have just sent you an email. Please review it.

Thank you for your time and assistance.

Best regards,

Winrolla Casino Team

Dear Ettore,

The casino has now corrected its earlier statement and provided records showing that your account was closed on 3 September 2025, rather than 2026. It also states that the account was never reopened. The completed deposits shown total €1,068.

At present, this information does not support your claim that you deposited and lost €5,000 after requesting self-exclusion. Before I reach a conclusion, please clarify:

• What happened after your request on 3 September 2025? Was your account never closed, or was it closed and subsequently reopened? Please give the dates as accurately as you can and distinguish being able to log in from being able to deposit and gamble.
• How did you calculate the €5,000? Does this represent deposits made specifically at Winrolla after your request, your total deposits, or losses across several casinos?
• Can you provide bank statements, payment confirmations, or transaction screenshots supporting those later Winrolla deposits?

I understand that you previously had difficulty obtaining complete records. If those remain unavailable, please provide whatever relevant individual transactions you can retrieve. You may hide unrelated transactions while leaving the dates, amounts, and payment descriptions visible.

Please send any financial documents privately to me at martin.l@casino.guru, quoting complaint ID 199496.

Ciao Martin,

preciso che in quel periodo giocavo su più casinò online e ricevevo quotidianamente email promozionali che mi invitavano a giocare. Non sono quindi in grado di ricostruire con precisione un importo riferibile al solo Winrolla.

Gli estratti conto non consentono di attribuire con certezza i pagamenti ai singoli casinò: le transazioni risultano intestate a società con denominazioni diverse da quelle dei casinò e non immediatamente identificabili. Di conseguenza, non sarebbe corretto presentare come certo un conteggio che non è possibile verificare in modo affidabile.

La dichiarazione di Winrolla secondo cui il conto sarebbe stato chiuso il 3 settembre 2025 e non sarebbe mai stato riaperto, insieme al totale dei depositi indicato, non chiarisce da sola se vi siano stati accessi o attività di gioco dopo la mia richiesta. Vi chiedo pertanto di basare la valutazione sulla cronologia completa e verificabile del conto, inclusi accessi, depositi, puntate, prelievi e data effettiva di blocco delle funzioni di gioco, e di confrontarla con la documentazione fornita dal casinò.

Cordiali saluti,

Ettore

Dear casino representative,

thank you for your cooperation and assistance throughout this complaint.

Dear Ettore,

After reviewing the casino’s records and your latest explanation, I must regretfully reject your complaint.

The casino has provided sufficient evidence that your Winrolla account was closed on 3 September 2025, the date of your self-exclusion request. Its transaction records show €1,068 in completed deposits and do not substantiate deposits after that closure.

You have explained that you were playing at several casinos and cannot reliably identify the amount attributable to Winrolla. I understand that reconstructing these payments can be difficult. However, without evidence disputing the casino's records of subsequent deposits or gambling losses, I cannot conclude that the casino failed to implement your self-exclusion or owes you a refund.

The possibility of later activity alone is insufficient to continue the investigation. If you obtain material evidence contradicting the records, you may request a review.

For additional protection, I recommend BetBlocker, a free tool provided by a UK-registered charity. It can block thousands of gambling websites across multiple devices, either continuously or during selected vulnerable periods. Setup is quick, it works quietly in the background, supports multiple languages, and can be used anonymously. You can read more in our BetBlocker guide. It may also block gambling-information websites, including Casino Guru, so leave the Casino Guru blocking option unchecked if you wish to retain access.

I am sorry I could not support the outcome you were seeking.

Best regards,

Martin