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Hello,

Despite repeated requests over the past weeks, and now also with reference to my gambling addiction, my account has not been blocked, and I receive almost daily SMS and emails to deposit money, which triggers me extremely to gamble and deposit money again and again.

Since receiving the last emails about the account being blocked, I have deposited over 10,000 euros.

There are no 60-minute time limits; you can deposit an unlimited amount, and self-exclusion is not possible. Because of this, I kept depositing more and more money.

Hallo,

trotz mehrfacher Aufforderung seit Wochen und nun auch mit Hinweis auf meine spielsucht wurde mein Konto nicht gesperrt und ich bekomme nahezu täglich sms und Emails zum einzahlen was mich extrem triggert wieder und wieder zu spielen und Geld einzuzahlen.

ich habe seit den letzten emails zum sperren über 10.000 Euro eingezahlt.

es gibt keine Sperren nach 60 min man kann unendlich einzahlen und auch kein Selbstausschluss ist möglich. Dadurch habe ich immer mehr und mehr Geld eingezahlt

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.

Dear Chrizzzzzz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino. I checked the self-exclusion options information here: https://spinrollz3.com/en/responsible-gaming

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinrollz.com. and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Were you able to set your marketing preference options in the account settings, unsubscribing from all marketing communication?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email, 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 Spinrollz 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

Hello, I will compose the emails like this.

Yes, I still have access to my account. Will further steps be taken to help me get my deposits refunded? As I said, I've tried multiple times and requested the account to be blocked – as well as disabling the marketing measures (you can't delete anything in the account) – and yet I've been invited again and again and lured with bonuses. I even deposited money repeatedly today. Please help me with this – thank you very much.

Hallo, ich werde die Emails so verfassen.

ja ich habe noch Zugriff auf mein Konto. Werden dann noch weitere Schritte eingeleitet um mich bei der Unterstützung der Rückzahlung der Einsätze zu unterstützen? Ich habe wie gesagt mehrfach versucht und die Sperre beantragt - ebenso auch die Marketing Maßnahmen (man kann nichts im Account löschen) und wurde immer wieder und wieder eingeladen und mit Bonus gelockt. Allein heute wieder und wieder Geld eingezahlt. Bitte unterstützen sie mich hier - vielen Dank

I still receive text messages and emails encouraging and triggering me to deposit money, even though I've disclosed my gambling addiction. Despite my clear emails, I'm constantly contacted for follow-up questions.

I have deposited well over 10,000 euros despite the suspension I repeatedly requested.

Please help me get my money back due to incorrect information and despite being blocked.

Thank you

Nach wie vor bekomme ich sms und emails und werden animiert und getriggert einzuzahlen obwohl ich auf meine spiesucht hihgewiesen habe. Ich werde ständig nach Rückfragen trotz eindeutiger Emails angeschrieben.

ich habe weit über 10.000 Euro trotz meiner Sperre die ich mehrfach gefordert habe eingezahlt.

Bitte helfen sie mir meine Einsätze zurück zu erstatten wegen falscher Informationen und trotz Sperren

vielen Dank

Hello Chrizzzzzz,

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

Thank you for the update. I would also like to inform you that despite repeated requests to Spinrollz, I am still receiving emails and text messages asking me to deposit funds. My account remains active despite multiple requests to close it due to my gambling addiction. I have to transfer money every day because my account is not being blocked.

Please help me recover my deposits, as all payments were made unlawfully despite requests for account suspension and a halt to advertising.

Danke für das Update / ich möchte auch informieren dass ich nach wie vor trotz mehrfacher Aufforderung an Spinrollz weiterhin Emails und sms bekomme und ich einzahlen soll. Mein Konto ist weiterhin aktiv trotz mehrfacher Aufforderung zur Sperre wegen meiner spielsucht. Ich bin jeden Tag dran wieder zu überweisen weil mein Konto nicht gesperrt wird.

Bitte helfen sie mir die Einzahlungen wieder zu erhalten da alle Zahlungen unrechtmäßig trotz Aufforderung zur Sperre und zum werbe stopp durchgeführt worden sind

Dear Chrizzzzzz,

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,

Tomas

Dear Chrizzzzzz,

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 Chrizzzzzz,

We hope this message finds you well.

We want to assure you that we’ve taken note of your concern regarding your delayed account closure.

Our team is reviewing this matter and we’ll return to you shortly with a clear update.

Kind Regards,

Spinrollz Casino Team

Spinrollz Casino

Thank you for your prompt response and commitment to look into the matter. Your update will be greatly appreciated.

Regards.