The player from Germany had self-excluded from all Liernin Casinos due to gambling addiction but found that new sites continued to allow him to gamble. He had requested account closure multiple times, but the casino refused to comply. The Complaints Team had extended the response time for the player to provide necessary information; however, the player did not respond. As a result, the complaint was rejected due to insufficient information to proceed with the investigation.
Spinrollz Casino - Player’s account remains open despite self-exclusion.
Amount: €2,000
Spinrollz Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I have self-excluded from all Liernin Casinos due to gambling addiction.
Now, this is the fifth time they have opened a new site, allowing me to lose money again. At the same time, I have an Oasis exclusion, etc.
They also refuse to close my account despite my requests due to gambling addiction. I have everything documented in writing.
Automatic translation:
Public
Public
2 months ago
Dear Boy12345,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
3.8 Self-exclusion request: you can contact the customer service via e-mail: support@spinrollz.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise when exactly you informed the casino about your gambling problem for the first time? Do I understand correctly you still have access to your casino account?
Looking forward to hearing from you.
Best regards,
Kristina
