The player from Germany sought to recover his 1000€ deposit from Spinrollz due to a gambling addiction and had not received a response from support. The Complaints Team noted that the player did not respond to requests for additional information necessary to investigate the issue. Consequently, the complaint was closed at that time, but the player retained the option to reopen it in the future should he choose to resume communication.
Spinrollz Casino - Player is requesting a refund for his deposits.
Amount: €1,000
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hey I have deposited 1000€ on spinrollz in the last two months and would like to get my money back because I suffer from an addiction and deposit every time. Can you help me with this? The support does not answer me.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear pascalarndt1810,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinrollz Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you requested a self exclusion at this casino? Could you please forward me self exclusion email?
- Have you wagered the deposited funds prior to your withdrawal request?
- Have you passed the KYC verification process, please?
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,
Katarina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
My account was still not blocked and what I'm wondering is whether I can do something about my money since I have an oasis ban and can't actually play at all
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear pascalarndt1810,
thank you for your message.
Unfortunately the attachment you have included is very blurry and I can't see it properly. Could you please send it to may email [email protected]?
Looking forward to your reply,
Katarina
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear pascalarndt1810,
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.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
www.kpvfaw.com
