The player from Germany had an account with Spinrollz despite having an active Oasis ban due to gambling addiction. After initially losing €12,000, he had banned himself, but the ban was lifted without his knowledge, leading to additional losses of almost €300. He requested a refund of all his deposits, citing a failure in player protection guidelines. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which resulted in the closure of the complaint.
Spinrollz Casino - Player demands refund due to account issues.
Closed
Our verdict
Player stopped responding
Amount: €12,000
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Dear JONAS290100,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please note that the casino operates under a license issued by Comoros, which means it does not have access to the OASIS register of self-excluded persons, which is only valid for casinos with a German license. If you have not directly informed the casino of your gambling addiction and requested self-exclusion, they would not have been aware of your situation and unable to block your account.
Let me ask you these questions:
- Have you informed Spinrollz Casino directly about your gambling addiction and requested self-exclusion?
- If so, could you kindly forward me the account closure request along with the casino’s response at [email protected]?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
8 months ago
Translation
Hello, I requested Spinrollz to close my account on December 5, 2024. This didn't happen, and I haven't received a response. Even after the request, I still lost over €1,000. I've also been blocked from other websites of the company for years due to gambling addiction, so Spinrollz must be aware that I have a gambling problem. I forwarded the email.
Automatic translation:
Public
Public
7 months ago
Thank you for your reply, JONAS290100. I reviewed your email, and you only said that you want to close the account. Unfortunately, we cannot consider this a valid self-exclusion request, as the message needs to inform the casino that you suffer from gambling addiction clearly. If you've ever informed the casino about your gambling problem, please forward this message to me, so we can proceed with this complaint. Thank you.
Public
Public
7 months ago
Dear JONAS290100,
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.
Public
Public
7 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
