The player from Germany had initially requested to block his account due to excessive gambling but did not receive a confirmation response, leading him to assume his account was closed. After receiving a bonus offer, he fell back into gambling and subsequently requested to block his account again, but his requests were ignored. He sought a refund of his deposits totaling nearly €18,000, citing negligence in player protection by the casino. The issue was resolved when the casino processed his manual withdrawal, confirming that the funds were sent, which the player received successfully. We marked the complaint as resolved following the player's confirmation of the refund.
Spinrollz Casino - Player requests account blocking and refund for losses.
Resolved
Our verdict
Case closed
Amount: €18,000
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Ladies and Gentlemen
I already sent an email to the casino on 26.08.2024 with the content that I wanted to block my account due to excessive gaming. Unfortunately, I never received a reply to this email except that it was received by support. Since I didn't know that I needed confirmation there, I assumed that I was blocked and therefore stopped playing there. Until I was lured with a bonus and fell back into gambling. After it completely escalated again, I wrote another email to S on November 26, 2024. (I assume they changed the email address).
This time I wrote explicitly that I am addicted to gambling and therefore want to be blocked. I even got a reply from a Bob saying that my account is blocked from now on and will not be opened again.
Then I got another email saying they were offering me a bonus.
Of course I was triggered again and used it on February 1st.
As a result, I fell into my addiction once again and it escalated over the following days/weeks.
On February 6th I requested another block via email, but this was also ignored.
I also wrote another email on February 26th, this time requesting a refund and again requesting that my account be blocked.
Since nothing has come from the Spinrollz casino, I am now turning to you and hope you can help me.
Especially after I read about someone here who had a similar problem with this casino.
The whole thing makes me so angry because player protection is not taken seriously at all. Especially when they tell me that my account is blocked and will not be reopened, only to lure me with a bonus 2 months later and then I find out that my account is not blocked at all and as a result and also because of my addiction I completely fall back into gambling.
Since my first email requesting a block at the end of August, I have lost almost €18,000.
I expect that all of my deposits will be refunded, as player protection has clearly been disregarded here.
In addition to the refund of the contributions paid, I request that my account be blocked immediately and permanently.
Thank you for your support.
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9 months ago
Dear Royal27,
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 I can better understand the situation.
- Is your casino account currently blocked?
- Have you already requested from the casino refunds due to failed self-exclusion via email at [email protected]?
- Have you contacted the casino using your registered email address?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello,
My account is still not blocked, unfortunately I have not received any response.
I have not received any refunds, but I wrote an email with the subject on February 26th, but have not received a response yet.
Yes, I contacted the casino using my registered email address.
A question occurred to me yesterday: how does the Oasis ban affect this casino?
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9 months ago
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short update:
I am still not blocked and I get advertising and bonus offers
endlessly via email and SMS.
It's just cheeky that the casino isn't able to respond to my most recent email from February 26th. Absolutely nothing has come from their side.
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9 months ago
Thank you very much, Royal27, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello Royal27,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Spinrollz Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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9 months ago
Translation
In addition, the Oasis ban should apply here as well, then I will demand a refund of all deposits, as I have been listed there since August 21, 2023. This should have never allowed me to register there in the first place.
Unfortunately, player protection is quite neglected here.
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9 months ago
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Update: Yesterday, March 13th, I received another email from Spinrollz Support, tempting me with another €100 free credit. Unfortunately, my addiction led me to play again and then deposit again.
Today, March 14, I received another email from support stating that they are now blocking my account based on my email from February 6! So, it's taken them over a month to respond to my email requesting that they close my account due to my gambling addiction, and to now block my account.
Of course, this comes much too late and I'm starting to feel really exploited.
One day they lure you with free credit and the next day they finally react by blocking you.
The player protection here is truly ridiculous and is getting more and more ridiculous in my eyes. Especially considering that I should have been banned as of August 26, 2024!
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9 months ago
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Email that lured me again.
Email saying they're blocking my account. Again! Let's see if my account is actually blocked!
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear Royal27,
We are sorry to hear for all the difficulties you had to face. We kindly want to clarify that we were not able to find any closure request email from you on 26th August 2024 as you were referring to. Was your request sent to [email protected] via your registered email address? However, as soon as we received your request on 26th November 2024, we closed your account at the earliest and informed you the same. Regarding your account reopened in the end of January 2025, by a technical error. We have sent you an email. We are too waiting for your update. Once again, we apologise for the inconvenience caused. We will try our best to help you in this situation, in our best possible way and the earliest as possible.
Thank you!
Best regards,
Spinrollz team
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9 months ago
Translation
Hello dear Spinrollz team,
I wrote an email on 26.08.2024 to I assume you changed your email address between August and November. Perhaps you could check your old support address. Yes, this request was sent from the email address I registered with you.
I received your email with your offer, which you're trying to accommodate me. However, the time frame is incorrect. You entered the period from February 8, 2025, to March 14, 2025, and as you already wrote here, it should have been at least from November 26, 2024. Although I'm sure I should have been blocked from August 26, 2024.
And secondly, you only offered me half of what I deposited, and I think that's a joke. Since it wasn't my fault and you should take player protection seriously, especially in a case like mine, who unfortunately is addicted, I expect you to refund my deposits in full.
Best regards
Royal27
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8 months ago
Dear Spinrollz Casino,
The email from the 26th of August was sent to the email address "[email protected]". Can you confirm for me if this is, or rather, was a legitimate email address at the time?
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8 months ago
Hello all,
We would like to clear the misunderstanding.
We received a closure request from Royal27 on 26th November, 2024, on [email protected]. Hence, we could close his account.
We had closed his account as per his request and had sent him the confirmation email within few minutes, on 26th November, 2024.
However, we are still open with the offer sent to Royal27.
Please let us know if you need any further details.
Best regards,
Spinrollz team.
Spinrollz Casino
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8 months ago
Dear Spinrollz Casino,
Do I understand correctly that you are offering the player a refund of the deposits he had made after the 26th of November 2024?
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8 months ago
Hello Michal,
We have sent an email to you.
We are waiting for your update. Thank you!
Best regards,
Spinrollz team.
Spinrollz Casino
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8 months ago
Translation
Hello everyone,
I received the email and have already replied to it.
The problem with your concession is that you chose the wrong time period and therefore the wrong amount that I deposited.
Furthermore, you are only offering me half of what I paid in.
I am not satisfied with that because it was your fault and not mine.
Also, and I also wrote this in the reply email, I'm actually pretty sure that I should have been banned as of August 26, 2024. But unfortunately, I haven't received a response from you regarding your old support email address.
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8 months ago
Dear Spinrollz Casino,
Thank you for the email. I have to mention that the player has a valid point, being that it was not his fault that his account got reopened. I understand that technical problems can happen, but the player should not be punished for it by receiving a lower refund. Therefore, the correct course of action would be to refund the player the full amount of deposits he had made since the reopening of his account, minus any withdrawals that happened, since the players who are self-excluded should neither win nor lose.
Please let me know how you wish to proceed in this situation.
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8 months ago
Dear Royal27,
We had sent an email on 2nd April, 2025. And we are still waiting for your update.
Best regards,
Spinrollz team.
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8 months ago
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Hello,
I received another offer from Spinrollz. This time with the correct amount, within the correct timeframe. They would refund me the full amount, which makes me very happy. I've already emailed you to confirm that I agree.
It's not the amount I lost starting in August, since they wrote that they didn't receive an email from me on August 26. I haven't really received a response about whether they changed their support email address and therefore no longer see my request from back then, but at least I'll get my losses back starting November 26.
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8 months ago
Dear Royal27,
To proceed further with the request, we kindly request you to please check our email reply. Please share all the required details so we can help you at the earliest as possible. Thank you!
Waiting for your update.
Best regards,
Spinrollz team.
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8 months ago
Dear Royal27,
Please inform me as soon as you receive your refund, so this complaint can be closed as resolved. I'm looking forward to hearing from you.
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7 months ago
Dear Royal27,
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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7 months ago
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So, I recently filled out the application with my details and sent it to spinrollz. This means I'm just waiting for my refund to arrive. I think it should be done soon.
Many thanks to CasinoGuru for the support and also to spinrollz for making it work so well so far.
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7 months ago
Dear Royal27,
I am keeping my fingers crossed for your payment to arrive as soon as possible. Please keep me informed.
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7 months ago
Dear Royal27,
We are happy to confirm that your manual withdrawal has been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Our team wishes you all the best for your future activities!
Best regards,
Spinrollz team.
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7 months ago
Dear Royal27,
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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7 months ago
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Hello,
The money is now there. That's it, the matter is settled. Thank you all so much.
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7 months ago
Dear Royal27,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
