Spinrollz Casino - Igrački nalog ostaje aktivan uprkos zahtevu za samoisključenje.

Ladies and Gentlemen

I had an active account with Spinrollz until January 23, 2026.

On December 24, 2025 (Appendix 1), I explicitly, clearly and verifiably informed the casino by email that I suffer from a gambling addiction and that I request account closure.

The casino then replied to me (Appendix 2) and asked again about the reason. I responded directly to that (Appendix 3).

Despite this knowledge, the casino intentionally or through gross negligence failed to immediately block my player account or to take other essential player protection measures.

Instead, they kept my account active and continuously allowed me to make deposits, participate in gambling, and send me offers. As a result, I was able to deposit €10,850 within 30 days, starting on December 24, 2025.

I filed a complaint regarding the account due to a breach of player protection obligations and requested a refund, but without success. (Appendix 4).

I would be grateful if you could support me in this matter.

Best regards

Leon ****

Sehr geehrte Damen und Herren,

ich hatte ein aktives Konto bei Spinrollz bis zum 23. Januar 2026.

Am 24.12.2025 (Anlage 1) hatte ich das Casino ausdrücklich, eindeutig und nachweisbar per E-Mail darüber informiert, dass ich an einer Spielsucht leide und dass ich um eine Kontoschließung bitte.

Daraufhin hatte mir das Casino geantwortet (Anlage 2) und erneut über den Grund nachgefragt. Ich hatte direkt darauf darauf geantwortet (Anlage 3).

Trotz dieser Kenntnis hatte das Casino vorsätzlich bzw. grob fahrlässig unterlassen, mein Spielerkonto unverzüglich zu sperren oder andere zwingend erforderliche Spielerschutzmaßnahmen zu ergreifen.

Stattdessen haben die mein Konto weiterhin aktiv gehalten und mir fortlaufend ermöglicht, Einzahlungen vorzunehmen, an Glücksspielen teilzunehmen und Angebote geschickt. Dadurch hatte ich bzw. konnte ich ab dem 24.12.2025 in 30 Tagen 10.850€ einzahlen.

Ich hatte eine Beschwerde aufgrund den Verstoß gegen Spielerschutzpflichten für das Konto eingereicht und um Rückzahlung gebeten, allerdings ohne Erfolg. (Anlage 4).

Würde mich freuen wenn Sie mich diesbezüglich unterstützen.

Viele Grüße

Leon ****

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Hello,

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.

• Could you please clarify when you were active in the casino during the period between December 24th and January 23rd?
• Was your account in the casino verified?
• Have you unsubscribed from the casino's marketing communication?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear elleone89,

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.

Hello,

Yes, I can specify that;

January 21, 2026 - €1200

January 20, 2026 - €1000 (payout)

17.01.2026 - 3650€

03.01.2026 - €500

January 2, 2026 - €100

31.12.2025 - €4200

December 27, 2025 - €1800

December 26, 2025 - €400

Total deposited: €11,850 - €1,000 = €10,850

The account was not verified. No separate request was made to unsubscribe from marketing communications.

Hallo,

ja das kann ich präzisieren;

21.01.2026 - 1200€

20.01.2026 - 1000€ (Auszahlung)

17.01.2026 - 3650€

03.01.2026 - 500€

02.01.2026 - 100€

31.12.2025 - 4200€

27.12.2025 - 1800€

26.12.2025 - 400€

Total Eingezahlt 11850€ - 1000€ = 10850€

Das Konto war nicht verifiziert. Die Abmeldung der Marketing mitteilungen wurde nicht separat beantragt.

Dear elleone89,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello elleone89, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinrollz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We would like to kindly inform you that we are investigating the case and we will have updates for you regarding the matter as soon as possible.

Thank you for your patience.

Best regards,

Spinrollz Team

Casino.Guru