The player from Germany had submitted a self-exclusion request due to gambling addiction, which had been ignored by the casino. Despite this, he was offered a VIP bonus that exacerbated his addiction, resulting in a loss of 4005 euros. He has requested a refund of all his deposits and immediate account closure, citing negligence in player protection. The issue was resolved with the casino's cooperation, and the complaint was marked as 'resolved' in the system.
Spinrollz Casino - Player’s account remains active despite self-exclusion request.
Amount: €8,600
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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5 months ago
Translation
Dear Sir or Madam,
I sent a self-exclusion request to the aforementioned casino due to my gambling addiction via email on 12/27/2024 at 00:29. See attached screenshot.
This request has been repeatedly ignored. Occasionally, I have been unable to log in, as I reminded the live chat that I am a gambling addict and requested them to process my email from 12/27/2024.
On 01/30/2025, a Mr. Alexander informed me that I am now part of the VIP Club and received a bonus of 50 euros. This offer has significantly triggered me due to my gambling addiction.
As a result, in the last few days, I have lost a total of 4005 euros, having completely lost control.
I expect all my deposits to be refunded, as it is clear that player protection has been disregarded here.
I am also fairly certain that I informed the live chat of my gambling addiction and requested the deletion of my account even before 12/27/2024.
If this is the case, my deposits from the period 11/01/2024 - 12/27/2024 (a total of 4680 euros) should also be refunded.
The casino should be able to verify this through chat logs.
I am extremely upset that player protection is not being taken seriously here, and that I am being enticed with bonuses despite clearly stating I am a gambling addict and wish for my account to be permanently closed.
In addition to refunding my deposits, I request that my account be permanently closed immediately.
Thank you for your support.
Automatic translation:
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Complaint Specialist
Public
5 months ago
Dear Mm1389,
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.
- Do I understand correctly you mentioned you sent an email requesting your account to be closed due to your gambling addiction to live chat support?
- Have you received any response from casino support or the live chat regarding your request for self-exclusion?
- Have you requested a refund from the casino already due to failed self-exclusion? With what result?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
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Public
5 months ago
Translation
On 27.12.2024 I sent an email to asked for it. According to the terms and conditions on the website, the account will then be blocked within 24 hours. I did not receive any confirmation of this. I then asked live support again at the beginning of January because I was still able to log in. Unfortunately, I do not have the chat history in this regard because it was not sent to me by email. I was then unable to log in after this chat. So I assumed that my request to block me for life had been complied with. On January 30th, the email came from VIP Manager, see screenshot.
I have not yet requested a refund from the casino itself.
Thank you for your support.
Automatic translation:
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Complaint Specialist
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4 months ago
Thanks for your message.
- Could you please explain whether your account is currently closed?
- Could you please share your initial self-exclusion request with me? Send it to my email at [email protected]
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4 months ago
Translation
No, the account is still not closed. I have sent you the email about the permanent exclusion request due to gambling addiction.
I think it is a bottomless impudence to then make me a VIP and woo me with bonuses. I expect a refund of my deposits, as my player rights have been violated and they want to continue to exploit me because of my illness.
Automatic translation:
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Complaint Specialist
Public
4 months ago
Thank you very much, Mm1389, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([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.
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Casino Analyst & Complaint Specialist
Public
4 months ago
Hello Mm1389, 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. Could you please send me your cashier history (both deposits and withdrawals) from 27.12.2024 up to today, on [email protected] please?
I’d lalso ike 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 you can provide us with any and all relevant evidence, while sensitive information can be sent to me directly on the e-mail address mentioned above.
Thank you for your patience and cooperation in advance.
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Casino Analyst & Complaint Specialist
Public
4 months ago
Thank you Mm1389, for the provided details.
Dear Spinrollz Casino, any updates regarding this case on your end?
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Casino representative
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4 months ago
Hello all,
We would like to inform, just like every other case, we are willing to help with this case at the earliest as possible.
However, unfortunately! We kindly ask you to please give us some more time as we are still waiting for an update to proceed with the request. We will share an update as swiftly as possible.
Your patience, understanding and co-operation in this situation are truly appreciated!
Best regards,
Spinrollz team.
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4 months ago
Translation
The problem has been solved. Thank you for your support
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Mm1389,
I'm glad to hear that your issue has been resolved. I would also like to thank Spinrollz Casino team for a quick reply and dealing wit hthe issue without delay. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
www.kpvfaw.com
