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Hello Casino Guru Complaints Team,

I would like to ask you to review my case with Spinrollz Casino.

I previously informed Spinrollz that I had a gambling addiction and requested that my account be permanently closed and that I should not be able to reopen it.

The records I eventually received from the casino contain several important communications:

On 13 July 2025, I explicitly stated in live chat: "I have a gambling addiction" and requested that my account be closed permanently and that I should not be able to reopen it.

On 12 March 2026, Spinrollz stated in live chat that my account had been closed following a management decision "without the possibility of restoration."

Despite this, the records show that my account was subsequently active, with deposits, gambling activity, VIP status and bonuses.

On 19 May 2026, I again explicitly requested: "Ban my Self from the Casino" and "I want to Close my Account for ever."

On 21 May 2026, shortly after this request, I was still receiving assistance regarding bonuses/cashback and additional deposits.

On 9 July 2026, there were further communications concerning bonuses linked to my deposits.

On 11 July 2026, I specifically asked how I could set a gambling limit of CHF 1,000 per month. Spinrollz told me that there was no technical possibility to set such a limit, either through the system or through customer support.

On 12 August 2026, I received a promotional reload offer from my VIP Manager providing 100% bonuses on deposits, up to CHF 600 per deposit.

I also formally requested my complete account history and communications from Spinrollz.

Spinrollz subsequently confirmed to me by email that I would receive the requested records within one month, with the deadline being 15 August 2026.

However, the records were not provided by that deadline. I only received them on 1 September 2026, approximately 17 days after the deadline.

This is particularly important because, before I received these records and was able to review the evidence, Spinrollz offered me €8,000 as a "full and final settlement" of the matter.

I accepted the €8,000 offer before receiving the records. I therefore accepted the settlement without having access to the information that Spinrollz had agreed to provide to me and without being able to review the full evidence concerning my previous self-exclusion requests, responsible-gambling communications and subsequent account activity.

The €8,000 has now been paid to me.

After receiving and reviewing the records, however, I found significant information that I had not been able to review before accepting the settlement.

I am therefore asking Casino Guru to review the circumstances of my case and, in particular, to determine whether the settlement should prevent further consideration of the responsible-gambling and self-exclusion issues, given that the requested records were only provided after the settlement had already been accepted.

I do not wish to speculate about the exact amount of my losses in this complaint. I can provide bank statements and other financial records that can establish my deposits and losses during the relevant period if required.

I have preserved the correspondence, live-chat records, account records and other documentation and can provide them to you.

Could you please let me know whether Casino Guru is able to review this case and whether you consider that the circumstances above warrant further investigation?

Thank you for your time and assistance.

Kind regards,

Klainti

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• After your disclosure of gambling issues to the live chat agent, have you sent an email as he recommended? Would you be able to send the relevant communication to me any evidence?
• Were you provided a breakdown of your deposits and payouts in the casino?
• Could you please clarify what the disputed amount of 18 000 CHF represents in this situation?
• Could you please send me the communication where the refund of 8000€ is discussed? Send the information to my email at tomas@casino.guru

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

Hello Tomas,

Thank you for your reply. I have also sent a detailed evidence pack to your email address with the supporting screenshots and records.

1. Regarding the self-exclusion email:

On 19 May 2026, I explicitly asked in live chat to ban myself from the casino and to close my account permanently. The agent instructed me to send an email to the VIP department, and I followed that instruction and sent the email requesting closure.

The account was not closed immediately. As I recall, it took approximately two days for the closure to be processed. After this, the VIP Manager contacted me and offered me a bonus. Following that communication, I replied that they could leave my account open. I want to be completely transparent about this sequence.

Unfortunately, I no longer have the email I sent requesting the closure or the complete VIP email correspondence from that sequence. I later requested my complete communications from Spinrollz, including emails, but those email communications were not provided to me.

I would also like to point out that this was my second explicit self-exclusion request. My earlier records show that on 13 July 2025 I had already disclosed a gambling addiction and requested permanent closure without the possibility of reopening. In March 2026, Spinrollz itself subsequently told me that the account had been closed by management "without the possibility of restoration", yet the account later became active again.

2. Regarding deposits and payouts:

I have not been provided with a complete breakdown that allows me to accurately establish my total deposits, payouts and net losses. I am currently gathering my financial records and will provide the supporting evidence once I have reconciled the figures.

3. Regarding the disputed CHF 18,000:

The approximately CHF 18,000 represents my current estimate of my net losses during the relevant period. I do not want to present this as an exact figure until I have completed the calculation using the available financial records.

4. Regarding the €8,000 settlement:

I have sent the complete relevant settlement correspondence to your email, including the previous €5,000 offer, my response, the final €8,000 offer and my acceptance.

I have also provided the records showing my responsible-gambling communications, including my later request to set a monthly gambling limit of CHF 1,000, which Spinrollz told me could not technically be set through either the system or customer support.

Please let me know if you require any additional evidence or clarification.

Best regards,

Klainti ****

Thanks for the detailed explanation and information provided via email.

From the timeline of events, we would like to ask you about the events between your live chat sessions in July 2025 and March 2026

Have you followed the agent's recommendation and sent an email disclosing your gambling issues to your VIP manager?

Since when and for how long was your account closed during that time? (between July 2025 and March 2026)

Was there any activity or deposits between July 2025 and March 2026 on your player's account?

Please let me know.