Spinrollz Casino - Обліковий запис гравця не було закрито, незважаючи на запити на видалення.

Ladies and Gentlemen

On August 12, 2025, I requested my first account deletion via email. Then, on September 12, 2025, I requested my second deletion.

Despite my request to delete my account, I was repeatedly bombarded with emails. Despite my gambling addiction, my account was never deleted. I was always able to access it. Since August 12, 2025, I have lost a total of €732. I would like my money back. I specifically requested deletion twice because of my gambling addiction, and nothing was done.

Casino Guru, can you help me permanently delete my account and get my 732 euros back?

Best regards

Sehr geehrte Damen und Herren,

Am 12.08.2025 habe ich per Email meine erste Löschung meines Accounts beantragt. Am 12.09.2025 dann meine zweite Löschung.

Ich wurde trotz meiner Bitte auf Löschung immer wieder mit irgendwelche Mails abgefertigt. Mein Konto wurde trotz meiner Spielsucht nie gelöscht. Ich hatte immer wieder den Zugang dazu. Seit dem 12.08.2025 habe ich insgesamt 732 Euro verspielt. Ich möchte gerne mein Geld wieder haben. Ich habe extra 2 mal eine Löschung beantragt wegen meiner Spielsucht und es wurde nichts unternommen.

Casino Guru könnt ihr mir helfen, dass mein Konto endgültig gelöscht wird und ich meine 732 Euro wieder bekomme?

Liebe Grüße

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinrollz Casino. I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

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,

Natalia

I continued to receive promotional emails enticing me to play.

Since my blocking requests, I have lost a total of €732.

Please note that my account is still active and the losses occurred after several ignored blocking requests. I hope this evidence supports my complaint and leads to a quick resolution.

Thank you for your support. I look forward to your feedback on the next steps.

Best regards

I sent you an email with the evidence.

Ich habe weiterhin Werbe-E-Mails erhalten, die mich zum Spielen verleitet haben.

Seit meinen Sperranträgen habe ich dadurch insgesamt 732 € verloren.

Bitte beachten Sie, dass mein Konto immer noch aktiv ist und die Verluste nach mehreren ignorierten Sperranträgen entstanden sind. Ich hoffe, diese Belege unterstützen meine Beschwerde und führen zu einer schnellen Lösung.

Vielen Dank für Ihre Unterstützung. Ich freue mich auf Ihre Rückmeldung zu den nächsten Schritten.

Mit freundlichen Grüßen

Ich habe Ihnen eine Email geschickt mit den Beweisen.

I also wrote to spinrollz again today and asked them to block my account. I received a response once, and I just received another email about a bonus. That can't be right! I just want my money back and for them to finally block my site.

Ich habe spinrollz heute auch nochmal angeschrieben und daraufhin gewiesen dass sie mein Konto sperren sollen. Einmal habe ich eine Rückmeldung bekommen und grade habe ich wieder eine Email bekommen für einen Bonus. Das kann es doch nicht sein! Ich möchte einfach mein Geld wieder haben und dass die endlich meine Seite sperren.

Dear Casino Guru Team,

I would like to briefly inform you about the current status of my complaint:

Spinrollz confirmed to me via email that my account had been closed and my refund request had been forwarded to the relevant team.

Since then, however, I have not received any feedback or payment.

Therefore, I have given Spinrollz a final deadline of three days to inform me bindingly when the refund of €732 will be made.

If nothing happens within this period, I will contact you again so that you can continue to follow up on the process.

Thank you for your support.

Best regards

Maddie

Liebes Casino Guru Team,

ich möchte Sie kurz über den aktuellen Stand meiner Beschwerde informieren:

Spinrollz hat mir per E-Mail bestätigt, dass mein Konto geschlossen wurde und meine Rückerstattungsanfrage an das zuständige Team weitergeleitet wurde.

Seitdem habe ich jedoch keine Rückmeldung oder Auszahlung erhalten.

Daher habe ich Spinrollz heute eine letzte Frist von 3 Tagen gesetzt, mir verbindlich mitzuteilen, wann die Rückzahlung in Höhe von 732 € erfolgen wird.

Sollte innerhalb dieser Frist nichts passieren, werde ich mich wieder bei Ihnen melden, damit Sie den Vorgang weiter verfolgen können.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Maddie

Dear Casino Guru Team,

I would like to inform you about the current status of my complaint against Spinrollz.

Today I received an email from Spinrollz support informing me that a refund was not possible because I had already used my deposits to play (referring to section 6.6.2 of their Terms and Conditions).

However, this does not meet my requirements:

I have requested a permanent blocking of my account several times (self-blocking).

Despite my blocking requests, my account remained open.

This allowed me to continue making deposits that shouldn't have been possible.

These illegal deposits total €732, and this is precisely the amount I am demanding back.

The casino apparently misunderstood my request and simply responded to a request for a "normal refund" for lost games. In reality, this is a violation of player protection obligations and the refund of deposits that should never have been accepted.

I therefore request your assistance so that Spinrollz can properly investigate this matter and refund the deposits that were wrongly accepted.

Thank you for your help.

Best regards

Sehr geehrtes Casino Guru-Team,

ich möchte Sie über den aktuellen Stand meiner Beschwerde gegen Spinrollz informieren.

Heute habe ich eine E-Mail vom Spinrollz-Support erhalten. In dieser wurde mir mitgeteilt, dass eine Rückerstattung nicht möglich sei, da ich meine Einzahlungen bereits zum Spielen genutzt hätte (sie verweisen dabei auf Punkt 6.6.2 ihrer AGB).

Dies entspricht jedoch nicht meinem Anliegen:

Ich habe mehrfach eine dauerhafte Sperrung meines Kontos beantragt (Selbstsperre).

Trotz meiner Sperranfragen blieb mein Konto offen.

Dadurch konnte ich weiterhin Einzahlungen vornehmen, die gar nicht hätten möglich sein dürfen.

Diese unrechtmäßigen Einzahlungen belaufen sich auf insgesamt 732 €, und genau diese Beträge fordere ich zurück.

Das Casino hat mein Anliegen offenbar missverstanden und beantwortet lediglich eine Anfrage nach einer „normalen Rückerstattung" von verlorenen Spielen. Tatsächlich geht es hier aber um eine Verletzung der Spielerschutzpflichten und die Rückzahlung von Einzahlungen, die niemals hätten angenommen werden dürfen.

Ich bitte Sie daher um Unterstützung, damit Spinrollz diese Angelegenheit korrekt prüft und mir die zu Unrecht angenommenen Einzahlungen zurückerstattet.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Dear player, thank you for sharing the updates. Could you please forward all emails once again to [email protected], but not in the form of screenshots? You can also send them as attachments. Here is an instruction on how to do it if you have a web.de email domain:

1. Log in to your WEB.DE Mail account.
2. Go to your Inbox and open the email you want to forward.
3. In the menu bar (above the message), click on the More (or three-dots) option.
4. Select Forward as attachment (in German it might show as Als Anhang weiterleiten).
5. A new message will open with the original email attached as a .eml file.
6. Enter the recipient’s address, add any text you want, and click Send.

Thank you very much for your cooperation!

I sent you everything by email. There are 11 emails.

I hope you can help me.

If you need anything else, please let me know.

Best regards

Ich habe Ihnen alles per Mail geschickt. Es sind 11 Emails.

Ich hoffe Sie können mir helfen.

Falls Sie noch was brauchen, dann melden Sie sich bitte.

Liebe Grüße

Dear player, thank you for all the forwarded emails. Can you please specify the dates when you made deposits to the casino?

As I can see, you informed the casino about gambling addiction on 12th September. Have you made any deposits after this date?

Could you please specify the exact date when your account was closed? Was it the 26th or the 28th of September?

Hello Natalia,

Thank you for your feedback.

I would be happy to provide you with the requested information:

I first informed the casino about my gambling addiction on August 12, 2025, and requested a ban.

On September 12, 2025, I sent another email requesting that my account be closed.

Despite these notifications, my account was not immediately blocked, so I was able to continue making deposits.

The account was finally closed on the afternoon of September 26, 2025.

After September 12, 2025, I made the following deposits:

25.09.2025:

15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 €

26.09.2025:

10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €

I would like to ask:

Do you also need a list of my deposits before September 12?

I submitted my first request for a gambling addiction suspension on August 12, 2025, and continued making deposits in August.

Thank you for your help in clarifying this.

Best regards

Maddie

Hallo Natalia,

vielen Dank für Ihre Rückmeldung.

Gerne gebe ich Ihnen die angefragten Informationen:

Ich habe das Casino bereits am 12. August 2025 erstmals über meine Spielsucht informiert und um Sperrung gebeten.

Am 12. September 2025 habe ich erneut eine E-Mail mit der Bitte um Schließung meines Kontos gesendet.

Trotz dieser Mitteilungen wurde mein Konto nicht sofort gesperrt, sodass ich weiterhin Einzahlungen tätigen konnte.

Das Konto wurde schließlich am 26. September 2025 nachmittags geschlossen.

Nach dem 12. September 2025 habe ich folgende Einzahlungen vorgenommen:

25.09.2025:

15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 € + 10 €

26.09.2025:

10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €

Ich möchte gerne nachfragen:

Benötigen Sie auch die Liste meiner Einzahlungen vor dem 12. September?

Denn meine erste Anfrage zur Sperrung wegen Spielsucht habe ich bereits am 12. August 2025 gestellt, und auch danach im August weiterhin Einzahlungen getätigt.

Vielen Dank für Ihre Unterstützung bei der Klärung.

Mit freundlichen Grüßen

Maddie

I have to correct myself once.

I wrote an email on August 12, 2025, stating that I wanted my page deleted, but I did not mention in the email that I am addicted to gambling.

I didn't get that until September 12, 2025.

But that should still count, right?

Finally, on August 12, 2025, I wanted my page deleted, which Spinrollz did not do, and accordingly, I was able to continue depositing.

Best regards

Maddie

Ich muss mich einmal korrigieren.

Ich habe am 12.08.2025 zwar eine Email geschrieben, dass ich möchte dass meine Seite gelöscht wird, aber in der Email habe ich nicht angegeben dass ich Spielsüchtig bin.

Das habe ich erst am 12.09.2025.

Aber das müsste doch trotzdem zählen, oder?

Schließlich wollte ich am 12.08.2025 schon das meine Seite gelöscht wird, was Spinrollz nicht gemacht hat und dementsprechend hatte ich die Möglichkeit weiter einzuzahlen.

Liebe Grüße

Maddie

Hello Natalia,

Here are my deposits before September 12, 2025.

26.08.2025:

10 €

10 €

10 €

10 €

10 €

10 €

10 €

10 €

20 €

27.08.2025:

10€

10€

20€

10€

10€

15€

10€

28.08.2025

10€

10€

10€

29.08.2025

10€

10€

10€

16€

10€

01.09.2025

20€

20€

12€

10€

10€

10€

10€

10€

10€

10€

04.09.2025

10€

September 10, 2025

10€

19€

I can also fully prove this with screenshots from my online banking.

I'd rather send you all the data here now so that you have all the information.

I also sent an email on September 2, 2025, requesting that my site be blocked. This, too, was ignored.

You should have received the emails from me yesterday too.

Thanks for your help.

Hallo Natalia,

Hier sind meine Einzahlungen vor dem 12.09.2025.

26.08.2025:

10 €

10 €

10 €

10 €

10 €

10 €

10 €

10 €

20 €

27.08.2025:

10€

10€

20€

10€

10€

15€

10€

28.08.2025

10€

10€

10€

29.08.2025

10€

10€

10€

16€

10€

01.09.2025

20€

20€

12€

10€

10€

10€

10€

10€

10€

10€

04.09.2025

10€

10.09.2025

10€

19€

Ich kann auch dies komplett belegen durch Screenshots, aus meinem Online Banking.

Ich schicke Ihnen lieber jetzt schon alle Daten hier hin, damit Sie alle Informationen haben.

Ich habe auch am 02.09.2025 eine Email geschickt, dass meine Seite bitte gesperrt sein soll. Auch dies wurde ignoriert.

Sie müssten die Mails gestern von mir auch bekommen haben.

Danke für Ihre Hilfe.

Dear player, I have received all emails from you and reviewed them carefully. Please note that your email from 12 August 2025 cannot be considered a valid self-exclusion request, as it did not mention gambling addiction or gambling-related issues. In such cases, the casino treats the request as a standard account closure, which is, unfortunately, different from self-exclusion.

The first time you explicitly mentioned gambling addiction was on 12 September 2025. Only from that point can the casino recognize your request as a self-exclusion.

To explain the difference:

• Account closure – A player may close their account for any reason (e.g., lack of interest, technical issues, personal preference). This does not carry the same obligations for the casino.
• Self-exclusion – A player must clearly state that the request is due to gambling problems. This imposes a duty on the casino to take stronger measures, such as blocking access to prevent further gambling.

For these reasons, your 12 August email cannot be considered self-exclusion. Your email from 2 September doesn't contain any mention of gambling problems either.

Can you please clarify if you have made any deposits to the casino after 12 September 2025?

Hello Natalia,

After September 12, 2025, I made the following deposits:

25.09.2025:

15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 €

26.09.2025:

10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €

That’s a total of 310 euros.

Best regards

Maddie

Hallo Natalia,

Nach dem 12. September 2025 habe ich folgende Einzahlungen vorgenommen:

25.09.2025:

15 € + 10 € + 10 € + 10 € + 10 € + 10 € + 20 € + 15 € + 10 € + 10 € + 18 € + 10 € + 10 € + 10 € + 10 €

26.09.2025:

10 € + 20 € + 10 € + 12 € + 10 € + 20 € + 40 € + 10 €

Insgesamt sind das 310 Euro.

Liebe Grüße

Maddie

Hello, anyone still there?

Best regards 😊

Hallo, jemand noch da?

Liebe Grüße 😊

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor ([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.

Okay, thanks.

Okay, danke.

Dear Maddie,

I am so sorry to hear about your problem with the Spinrollz Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinrollz Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinrollz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Maddie,

Thank you for bringing this to our attention.Your case has been escalated internally and is currently under review by our team. As soon as there is an update or resolution, we will notify you right here.We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.

Kind regards,

Spinrollz Casino Team

Thanks,

Dear Maddie,

Upon thorough examination of your case, we observed that your initial closure statement dated 12/08 lacked clarity and be informed that request for self exclusion is not sufficient enough for the gaming account to be closed immediately.

On 20/08 we acknowledge your request indicating a desire to close your account; however, it did not include a specific reason, we replied and we did not receive a follow-up response from you.

Also, there was no Responsible Gambling issue mentioned on your side.

The situation on 12 of September was different, as you indicated a gambling addiction, and we did not expedite the closure of your account in a timely manner.

This is the rationale behind our decision to refund 300 EUR. Your deposit from 12 of September until the closure of your account.

To proceed with the refund, kindly provide us with the details of your bank account in the following format as a reply to the email we sent you.

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know. We appreciate your support.

Best regards,

Spinrollz Casino Team

Hello Spinrollz,

I just replied to your email.

Best regards

Hallo Spinrollz,

Ich habe Ihnen grade auf die Email geantwortet.

Liebe Grüße

Hello Spinrollz Casino,

I’m glad that you joined the conversation and provided a solution so quickly.

Dear Maddie,

As mentioned before, in your initial requests from August, you didn’t mention or indicate any problems with gambling.

Therefore, I consider the refund of all deposits made from September 12 until the account closure to be completely fair and reasonable.

Please let us know once there is any update.

Best regards,

Igor

I received the money today.

Thanks.

Ich habe das Geld heute erhalten.

Danke.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maddie,

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,

Igor