The player from Italy's account had been unfairly closed despite his request to keep it open after initially asking for closure. He had around 3880 euros in the account and had made two withdrawals of 500 euros each. Despite confirmation from the casino that the account would remain open, he was later informed that it had been closed and that he had lost access to his funds. The Complaints Team intervened, emphasizing that while the closure of the account was appropriate due to the player's self-exclusion request, the confiscation of the remaining balance was unjustified. After ongoing communication, the casino agreed to prioritize the refund request, and the issue was ultimately resolved, leading to the player's confirmation that the complaint had been resolved.
Spinrollz Casino - Player's account has been closed unfairly.
Case closed
Amount: €3,880
Spinrollz Casino
Safety Index:Above averageCase summary
Hi, something very serious happened, my account was closed unfairly with approximately 3880 euros inside.
Assuming that on March 17th I had asked for the account to be closed, without having received any kind of response, on March 18th I rectified my decision (I attach the reference email) where I wrote that the existing account should not be closed but rather opened and that I want to continue playing, the same day I received the email from the department where it is explicitly stated that the account will remain open... (I attach the response from the casino) I had also made two withdrawals of 500 euros each.
Yesterday, March 20, I was informed that the account was closed and that I also lost all that money.
It was closed against my will even though the department said the account should be opened.
It seems crazy to me and I would like you to help me solve this case..
we're talking about high figures... it's not right that he was thrown out like this.
YOU MUST DO SOMETHING KINDLY
Dear antoniosalza1996,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
1)Could you tell me which games you focused on: slots, live casino, sports betting, etc.?
-I focused more on slots.
2)Did you pass verification before losing access to your account?
-I was not asked for any type of verification, they said that at the moment it was not necessary even though I had made two withdrawals.
3)Did you accumulate your winnings with or without an active bonus?
-without bonus
One update I received was that I got in touch with customer support here is the chat transcript:
Chat started on 20 Mar 2025, 03:52 PM (GMT+0)
(03:52:37)*** antonio joined the chat ***(03:52:38)antonio
hello, something very serious happened, my account was closed unfairly with about 3000 euros inside, when I had expressly requested that the account not be closed, and you replied that the account will not be closed unless I want it to. Today it was closed with the money inside. All this is unthinkable, it was closed against my will, in fact I think it was a customer service error. I demand that it be reopened immediately or I will have to take legal action. I attach a photo of your response from yesterday to my request.
my account needs to be reopened it was closed by you despite me sending you revocation emails and you replied to me accordingly that it will not be closed
so there was a mistake on your part
How do you think you can close my account if I also had money in withdrawal? Does it seem normal to you?
(03:52:43)*** Daniele joined the chat ***(03:53:19)Daniele
Hello and welcome to our support service! I am Daniele and I will be happy to assist you with your request.
(03:53:28)Daniel
I'll check his account right away.
Please don't close the chat, I'll be back as soon as possible.
Thank you!
(03:54:57)Daniel
Mr. Antonio, I can confirm that your account has been closed for internal reasons but I would like to inform you that the withdrawal has been processed and paid by us. Now, we kindly ask you to wait 3 to 5 business days, which is the standard time needed for the bank to process the transaction and credit the funds to your account. Thank you again for your understanding.
I WANTED TO KNOW FROM YOU, I DIDN'T UNDERSTAND IF THE FUNDS WILL BE TRANSFERRED OR NOT TO MY ACCOUNT OR HAVE BEEN CANCELLED AND THEN REVOKED. CAN YOU HELP ME UNDERSTAND..
hello, do you have any news? most of the operators have answered me that the funds were transferred to my account on March 20, but I don't find myself with other operators instead who say that the funds were canceled... there is a huge confusion.. I was ''robbed'' because or all the evidence that the casino closed against my will despite having responded positively to my permanence on the platform.. it seems unfair to cancel an amount of that kind.. I will attach all the answers (saved) of the operators who confirmed the approval of the withdrawal, but I have not yet seen anything on my account...
Thank you very much for your reply, antoniosalza1996. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Hi Kristina, I am attaching part of the conversations, where the operators communicated several times that the transfer had been sent and would be credited within the expected banking times.
But I repeat to date I have not received anything yet, and I do not think I will receive.. the casino was unfair because I sent the closure request on the 17th (not having a balance on the account), on March 18th since the casino had not self-excluded me I had deposited a lot of funds, and I won a high amount (3880 euros), since I won.. I requested as I will now send the chats that the account remain open, the casino obviously responded positively (I attach a photo), suddenly on March 20th I was informed that the casino had closed the account.. I'm going crazy.
I ATTACH FILE WITH SAVED TRANSCRIPTIONS
I am attaching other files as they could not all be uploaded, including the email I sent to SPINROLZZ and their response
Dear Kristina, I will give you a brief preamble on what happened so that you can help me in this case and fully understand this situation.
I am writing to report a serious irregularity regarding the closure of my account in an unjustified manner and against my will, with a residual balance of 3,880 euros that has not been credited to me.
Chronology of Facts:
March 17: I requested self-exclusion, but at that time there was no balance in my account, so closing was not a problem for me.
March 18: Noticing that my account was still active, I decided to continue playing, depositing large sums of money and getting significant winnings.
After winning, I sent an official email (which I have attached in reference) to revoke my self-exclusion request and confirm my desire to keep the account open.
On the same day, the department (which I have attached email/photo) confirmed that the account remained open.
Between March 18 and 19: I made two withdrawals of 500 euros each for a total of 1,000 euros, without any problems.
March 20: My account was closed against my will, even though my request to keep the account active had already been accepted by your department.
I was informed that the closure was based on my initial self-exclusion request, completely ignoring my subsequent email revoking that decision.
This despite having received written confirmation that the account remained active.
Resolution attempts and responses received:
Despite numerous reminders to the relevant department to obtain the remaining balance, customer service assistants assured me that the amount of 3,880 euros had been issued to my bank account, specifying that the transfer would take 3 to 5 business days to be processed (I attach a confirmation email).
However, to date I have not received any credit or further explanation regarding this matter.
Reflection on Case Management:
-The closure of my account was done against my will, ignoring my request to keep the account active, which had already been accepted by your department.
-After my initial self-exclusion request, I deposited money and won, and only later was my account arbitrarily closed.
-Customer service confirmed to me several times that the balance would be credited, but to date I have received nothing.
-I have not received any clear explanation about this irregular handling, nor why only the first email was considered and not the second.
-By their logic, would I ever want to revoke a sum of money of that size?
-It is clear that when I requested self-exclusion on March 17, it was only because I had no funds in the account and for me at that time the closure did not represent a problem.
-If my request had been accepted immediately, I would never have been able to deposit more money or win.
-Their slowness in self-excluding me (3 days of waiting) allowed me to continue playing and depositing considerable sums.
-If I hadn't won, I probably would have continued to upload money, and this shows that their management was incorrect and inconsistent.
Request for urgent intervention
In light of the above, I request an immediate review of my case and immediate transfer of the amount owed to my bank account.
Well, it can sometimes take up to two weeks to receive a withdrawal. Therefore, I would recommend that we give it a few more days. I will keep this complaint open and if you do not receive your winnings, please get back to us and we will intervene. Please keep me informed about any further developments.
Hi Kristina,
Unfortunately, I continue to write to support daily, but without getting any concrete answer. I fear that without your intervention, the situation will never be resolved.
The casino claims that because I accepted the terms and conditions for closing my account, my balance should be voided. However, this claim is completely unjustified, considering that I received written confirmation that my account would remain open.
I have sent numerous emails with no response, while the support agents continue to give me vague answers, only telling me that they have contacted the VIP department about my situation. Despite this, nothing has been done to date.
I kindly ask you to intervene directly, so that clarity is made and my right to receive the balance due to me is respected.
I await your urgent response.
Good morning Kristina,
It's been 15 days since my report, and unfortunately Spinrollz casino continues to ignore my requests, without providing any response to the numerous emails I've sent.
This lack of communication, coupled with the fact that I have not yet received my remaining balance credit, leads me to believe that the casino has no intention of proceeding with the payment due.
I therefore ask you to intervene directly to request an official response and concrete action from the casino. It is unacceptable that an authorized operator can behave in this way, completely ignoring a player and withholding sums of money in an unjustified manner.
I await your response and trust in your intervention to assert my rights.
Thank you very much, antoniosalza1996, for your cooperation. 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.
Hello antoniosalza1996,
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
Dear Michal,
Thank you very much for your availability and interest in my case.
I trust that with your support, we can finally get clarity and justice regarding what happened with Spinrollz.
As explained in previous posts, my account was closed against my will despite:
-I have revoked a previous self-exclusion request via email;
-I have received written confirmation from the Spinrollz department that the account will remain active;
-I have made two regularly approved withdrawals;
-and above all, at the time of the revocation and subsequent closure, there was a residual balance of 3,880 euros, never credited.
I have sent numerous emails to the casino support with no concrete answers, other than generic promises and vague references to alleged forwarding of my situation to the "VIP department". To date, however, I have not received any payment or official explanation.
I remain available to provide any evidence and attachments useful in order to reconstruct each step in a transparent manner. I appreciate the fact that you asked for a direct confrontation with a representative of Spinrollz: it is essential, at this point, that they also officially express themselves on the matter.
Thanks again for your input and for the support you are offering.
Dear Michal,
We would kindly request to check the evidence provided via email.
If you have any additional questions don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
Spinrollz Casino Team
Dear Spinrollz,
Thank you for the provided evidence. I agree that the account closure was done correctly, with the player himself mentioning a gambling problem and also confirming the account closure. The account should stay closed, with no possibility of reopening. However, the fact that the account balance was confiscated during the process is incorrect. The balance that was forfeited should be refunded to the player.
Dear Michal,
I sincerely thank you for your careful analysis of the case and for acknowledging the mistake made by Spinrollz regarding the confiscation of the remaining balance.
I confirm that my initial request for self-exclusion was related to a temporary and personal situation, and that the revocation was sent before the actual closure of the account, receiving written confirmation from the relevant department that my account would remain active. (I had attached photos where I specifically requested that the account remain active with positive confirmation from the casino)
In the meantime:
- I made new deposits; (about 500 euros)
- I have had major wins;
- I made two approved withdrawals of €500 each;
And only after all this the account was suddenly closed, ignoring the revocation sent and above all confiscating an active balance of €3,880, never refunded.
I really appreciate your pointing out that regardless of the account closure, the balance should not have been voided, as it was legitimately obtained and never involved in any fraudulent or T&C-related behavior.
At this point, I hope that the casino will act quickly to refund the amount owed or find a mutual agreement, as it is not possible to be left with nothing, avoiding further reports or legal action.
I remain available to provide any further documents useful to confirm what has already been said.
Thank you so much for your help,
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.
I need an immediate response from the casino, as this situation is really unpleasant.
Micheal, I agree with your reasoning, but the casino is wrong, because on March 17 I requested self-exclusion, but the following day since I could continue to deposit I won and asked to remain in the casino, where it was accepted. I also attached an image of the conversation.
So it seems surreal to me that my account was closed 3 days later.. and above all I was still given the opportunity to deposit.
Please request prompt action from Spinrollz to clarify this situation or find a compromise.
It's not fair that they come out like this
Dear Michal,
We would kindly request to check the information provided via email regarding the refund suggestion.
If you have any additional questions don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
Spinrollz Casino Team
Dear antoniosalza1996,
Please proceed according to the casino's instructions.
What should I do then? Micheal I have not received anything, I think you have received some communication from them
Can you please give me feedback? I've been waiting for days.. I would just like to ask for an important confirmation:
the refund mentioned in the emails refers to the confiscated balance of €3,880 that was in my account at the time of closure, as suggested in the Casino Guru review?
I await clarification and thank you for your continued support.
Dear antoniosalza1996,
I apologize for the late reply. I will be discussing this case with my colleagues, and I will need more time to investigate. I really appreciate your patience until now. I will be informing you of any new developments.
Yes Michal but what did the casino tell you?
On March 17th, I initially requested self-exclusion, but the following day, March 18th, I officially revoked that request via email, receiving written confirmation from you that my account would remain active.
After this confirmation, I continued to use the account regularly, making further deposits and withdrawal requests (specifically two withdrawals of 500 euros each).
Despite all this, the account was arbitrarily closed on March 20, referring to my first email, completely ignoring the subsequent revocation, which had already been accepted by your department.
I therefore consider it profoundly incorrect and contrary to the principles of transparency and good faith in the contract that my balance – equal to 3,980 euros – was confiscated. As already underlined by the Casino Guru portal, the closure of the account can be considered legitimate, but not the confiscation of the balance.
Dear antoniosalza1996,
I will push the casino to reply here in the thread, so you can communicate with them directly. I will be setting a timer for the casino to reply.
Yes Michal but have you had any more news?
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.
Dear Michal,
We would like to kindly confirm that as per evidence provided, the player accepted his account closure and the balance deduction on 17th of March.
Furthermore, his net profit is minus and there is no refund available for his account.
If you have any additional questions don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
Spinrollz Casino Team
It is true that I initially requested the closure of the account, but I would like to point out that at that time the balance was zero. There was no money in the account at the time of the request.
Subsequently, I requested the revocation of the account closure, and this request was accepted by you, as shown in the communications made via email. After the reopening of the account, I made new deposits and winnings were generated, for a final balance of € 3,980, which was then confiscated unilaterally.
Casino Guru portal confirmed that although closing an account can be considered legitimate, confiscating the balance is not, unless there are serious violations of the contractual conditions, which in my case has never been disputed or proven.
Your statement that my "net profit is negative" does not justify the confiscation of the actual balance in the account. The sum of €3,980 was available, legitimate, and not derived from bonuses or abuse.
In light of the above, I invite you to review your position and provide a response that takes into account the facts and documentation on file. I also reserve the right to take action with other competent authorities if the situation is not resolved in a fair and transparent manner.
I would like to point out that the account closure I requested occurred when the balance was zero, so I do not understand how any amount could have been confiscated on March 17. Furthermore, I had subsequently requested the revocation of the closure, and I received confirmation from you.
The most relevant part, however, concerns the issue of self-exclusion. At the time of the deposits that led to the balance of €3,980, I was already in an active self-exclusion regime, and this means that I should never have been able to make deposits or play.
This point is crucial: if the self-exclusion system had been correctly respected by your platform, none of the subsequent deposits should have been accepted.
I therefore invite you to find a reasonable point of agreement on this matter, since it is not tolerable that a self-excluded player has continued to deposit and lose sums of money.
michal what's new? it's absurd that this issue has been going on for over 2 months...
Dear Spinrollz Casino,
Based on the information available to me, it appears that the player initially accepted the account closure and balance deduction on March 17th (after the initial self-exclusion request on the same day), at which time there were no funds remaining in the account. Subsequently, the player received a response from the casino representative indicating that the account would not be closed if he chose not to proceed with the request. Following this communication, the player was able to accumulate a substantial balance in his account. However, this balance was confiscated on March 20th, when the account was permanently closed due to his self-exclusion request.
While I understand and support the decision to close the account—especially in light of the mention of a gambling issue, which makes the action appropriate and necessary—we strongly disagree with the confiscation of the player's remaining balance. The funds present in the account at the time of closure should be returned to the player in full.
Please confirm whether my understanding of the situation is accurate, and let me know how you would like to proceed. I look forward to your response.
Dear Michal,
We would kindly request to check the information provided via email.
If you have any additional questions don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
Spinrollz Casino Team
Dear Spinrollz Casino,
I received the confirmation from you that the player's balance was confiscated and that he agreed with it. However, despite the player's agreement to the confiscation, our stance on this being unfair is firm. There is no reason why the player's account balance should be forfeited if they decide to self-exclude themselves from Spinrollz.
You have proceeded correctly by closing the player's account based on his initial request, even though he changed his mind shortly after. We, however, can not get behind the confiscation of the player's balance. I would like to ask you to reconsider your decision and also your overall policy regarding the confiscation of the balance in cases of self-exclusion, and in this case, refund the player his account balance that was forfeited.
Please let me know how you wish to proceed in this case.
Dear Michal,
as I have already attached above, there are conversations with Spinrollz customer support where I was clearly told that the remaining balance would be transferred to my account. Not only that, I was assured that the account would not be closed , which makes it clear that there was a confusing and contradictory management by the casino.
I want to firmly emphasize that it makes no sense to think that I voluntarily requested the confiscation of my balance of 3,980 euros. It is a significant amount: logically, no sane person would ask for the closure of an account with that amount on it, voluntarily giving up those funds.
I therefore ask that this obvious management and communication error by the casino be recognized and that they proceed with the full refund of the confiscated balance, as I was promised in various conversations with the support agents.
Dear all,
We would like to inform you that we are looking into the report.
We will reach out to you shortly.
Thank you for your cooperation.
Kind Regards,
Spinrollz Casino Team
Dear Spinrollz Casino,
Thank you for the update. We will be waiting to hear from you.
Dear Spinrollz Team,
Thanks for your update.
I await your final response, hoping that all the documentation provided will be taken into consideration, including the conversations with your customer support, in which I was reassured about the transfer of the remaining balance.
I hope that we can reach a fair and transparent solution, also in light of the not entirely clear management of the self-exclusion request and the subsequent closure of the account.
Dear all,
Thank you for reaching out!
Please be informed that we are investigating the matter and will provide a reply as soon as possible.
Best regards,
Spinrollz team
Dear Spinrollz Team,
I would like to reiterate, in support of my position, that I have written chats with several operators of your customer support (Daniele, Ludovica, Vincenzo, Giorgio) in which I am clearly reassured that my withdrawal has been processed and paid.
In particular, the operator Daniele, at 04:06 on March 24, confirmed to me the following verbatim:
"Mr. Antonio, I can confirm that your account has been closed for internal reasons, but I would like to inform you that the withdrawal has been processed and paid by us. Now, we kindly ask you to wait 3 to 5 business days, which is the standard time needed for the bank to process the transaction."
And again:
"The payment was processed by us on March 20th (…). Today is the 24th, so exactly the second working day. Don’t worry, we are perfectly within the standard timing."
In light of these official statements from your staff, I find it unacceptable that the balance was subsequently confiscated.
I therefore renew my request that what I have been told be respected, that is, the transfer of the residual amount on the account, equal to 3,980 euros.
I believe this is crucial information, because it shows that there was a formal and clear communication from the casino about the successful outcome of the withdrawal, before the final closure of the account.
I remain available for further clarifications and thank you again for your support.
Dear all,
We apologize for the delay in our response, please note that we are currently working on your refund request with priority, as soon as it is completed we will confirm accordingly on this thread.
We appreciate your patience while we work on this for you.
Best regards,
Spinrollz
Michal, I received email from Spinrollz about sending my bank details etc (iban, swift, bic etc) for withdrawal processing, let's wait.
Dear antoniosalza1996,
I am glad to hear this. Hopefully, you'll receive your withdrawal soon. I will be waiting for your updates.
I'll update you as soon as possible, I hope to close the case in the best possible way, thanks also to your excellent support, really
hi michal, I can't understand, it seems like a joke to me, the spinrollz team sent me an email this morning which I'm attaching now
once I sent my data etc, they replied to me with another email like this:
can i understand what is happening?
I can't understand, first they write to me that they want to have my data to refund me etc, and then 10 minutes ago they write to me something completely different, I don't understand, Michal please help me resolve this situation
Dear Spinrollz Casino,
Can you explain to us the second email the player received from you? What is the status of his account's balance? According to the email, there was no available balance on the account. Why was the player instructed to proceed with the withdrawal if there were no funds to withdraw?
dear michal, at this point I'm starting to think that spinrollz is a scam casino... they say that at the time of closure there were no available balances or pending withdrawals... I'm attaching the photo I took with my phone on March 18, where there were 500 euros in withdrawal with transaction ID and the date also present...
I am deeply concerned by the total disorganization in Spinrollz communications.
Only yesterday I received an email from you asking me for my bank details to proceed with a manual refund. However, in the previous weeks you have been "investigating" me daily about my request, without any concrete breakthrough.
I also remember that the operators Daniele, Ludovica, Vincenzo and Giorgio confirmed to me in chat that the withdrawal was:
-Processed and paid by your finance department;
- Arranged on March 20, with precise details on banking times.
Yet, in your last email, you state that at the time of closure "there were no balances or pending withdrawals", in clear contradiction to what was certified by the operators.
I cannot accept further delays or inconsistencies:
- I want a refund of the confirmed balance already processed.
- I demand clarity on the outcome of the operation and a definitive confirmation here on Casino Guru.
- I ask Casino Guru to take note of these contradictions and continue to apply pressure until the refund is processed.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear antoniosalza1996,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
