The player from Germany had requested his account to be blocked due to gambling addiction on November 9, 2024, but his requests remained unaddressed despite multiple attempts via email and live chat. He continued to receive marketing offers and had accumulated significant losses since his initial request. Following the player's complaint, the casino was contacted and, after some correspondence, confirmed that his account had been closed and a refund request was being processed. Eventually, the player accepted a partial refund offer from the casino, and after some delays in communication, the payment was successfully completed. The player confirmed receipt of the payment, leading to the resolution of the complaint.
Spinrollz Casino - Player's account remains unblocked despite self-exclusion request.
Amount: €8,620
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.3
Spinrollz Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Ladies and Gentlemen
I came across you during my internet research on Spinrollz and would like to politely ask for your help.
I suffer from gambling addiction and on November 9, 2024, I first requested that my account be blocked due to gambling addiction.
Further attempts were made by email on March 5, March 7, March 24, April 2, and April 4…
I also tried several times via live chat. They always said someone would take care of it quickly. But nothing ever happened. I never received a response.
Instead, I am bombarded with offers and advertisements, which is not helpful.
Since my first email on November 9th, I have lost 8,620 euros.
Can you please help me?
Many thanks and kind regards
Jürgen Op*****
Edited by a Casino Guru admin
Automatic translation:
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PR Assistant
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2 months ago
Hello jo64075,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinrollz Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you exactly mention gambling addiction in your initial request in November?
- When was the last time you spoke to the casino and what was it about?
If possible, please forward your first self-exclusion request which you have sent to the casino to [email protected] for further review.
Looking forward to your answer.
Regards,
Nick
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.
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2 months ago
Translation
Hello Nick, I have sent my answers to your email address.
Best regards
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PR Assistant
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2 months ago
Hello jo64075,
Could you please answer to all the questions here in the complaint for the public to be visible how your issue escalates?
Additionally, resend the e-mail as well as some error occurred and it's content is not visible.
Regards,
Nick
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2 months ago
Translation
Hello Nick,
I have forwarded my email from April 10, 2025, to you again, using the subject line "Complaint ID: 156990." The email also contains screenshots and a file attachment. Also attached is the first email from November 2024 regarding account suspension/player exclusion from Spinrollz.
Regarding the questions:
- Can you please tell us if your account has already been verified and, if so, since when exactly?
- Did you specifically mention gambling addiction in your first inquiry in November?
- When was the last time you spoke to the casino and what was it about?
Regarding 1: I took a screenshot and sent it via email. It says, "It looks like your account doesn't need to be verified. Enjoy our games!" I'm not aware of any actively verified information.
2.: I explicitly mentioned gambling addiction in every email and also in the chat.
Regarding 3: The last chat was on April 1, 2025. It was about my account being blocked due to gambling addiction. Unfortunately, I don't have a complete transcript for this, but the casino should have it. The last email on the same topic was on April 4, 2025, with a reference to my email from November.
I never received a response. But I guess I'm a VIP now.
Best regards
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PR Assistant
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2 months ago
Thank you jo64075 for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Casino Analyst & Complaint Specialist
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2 months ago
Hello jo64075,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Spinrollz Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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2 months ago
Translation
A year ago, I had myself banned from gambling in Germany. I've since also blocked/cut up my credit card. Unfortunately, Spinrollz stores my credit card information in such a way that I can deposit without it. Since then, my problem has grown by about €6,000. Now I'm ruined.
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Casino representative
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2 months ago
Dear jo64075,
We are deeply sorry to hear about your situation and frustration.
We would kindly inform you that your account has been closed.
Furthermore we forwarded your refund request, which will be reviewed as soon as possible.
Thank you for your patience and cooperation.
Kind regards,
Spinrollz Casino Team
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Casino Analyst & Complaint Specialist
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2 months ago
Dear Spinrollz Casino,
We will be waiting for your updates.
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Casino Analyst & Complaint Specialist
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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Casino representative
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1 month ago
Dear jo64075,
We would kindly like to apologize for the delay of our answer.
Furthermore we would like to ask you to check your emails, where we sent you an offer.
We hope this finds you well and waiting for your reply.
Kind regards,
Spinrollz Casino Team
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1 month ago
Translation
Hello everyone,
I received an offer from Spinrollz yesterday. It only covers part of my losses, but I accepted it via email so I can get back on my feet.
I'd like to keep this open until I receive a transfer. The casino has received all the necessary information.
First of all, a big thank you to the team at www.kpvfaw.com.
Best regards
jo64075
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Casino Analyst & Complaint Specialist
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1 month ago
Dear jo64075,
Thank you for the update. I will keep the complaint open until you receive your funds. Please let us know here as soon as you do.
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Casino representative
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1 month ago
Dear jo64075,
We would kindly like to apologize for the delay of our answer.
Unfortunately, we did not receive any email from you regarding the accept of our offer, nor your details in order to finalize the payment.
We would kindly ask you to reply to the email we send you ( we were sending it now again), in order to complete the case.
Kind regards,
Spinrollz Casino Team
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1 month ago
Translation
Dear Nina from Spinrollz,
I had already replied to your email on Friday, May 9, 2025, at 11:20 CET. I accept your offer. I also provided my bank details. I also forwarded a copy of the email to Michal from www.kpvfaw.com, whom I have added to my CC in my second email.
Here are my bank details again:
.......
Dear Michal, please forward my email from just now to Spinrollz so that we can come to a quick end here and no one will say that I didn't reply.
Thank you very much!
Best regards
jo64075
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Casino representative
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1 month ago
Dear jo64075,
After reviewing all email communication, we can confirm that we did not receive a response from you to our email.
We did not receive any new email from your email address: jue********lski.com
We would kindly like to ask you to just click on "reply" to our email offer in order to finalize your case.
Thank you in advance.
Kind regards,
Spinrollz Casino Team
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1 month ago
Translation
Dear Sir or Madam, that can't be right. I've replied several times. Will this end up in spam?
Fri 09.05.2025 11:21
Mon 12.05.2025 11:47
Fri 16.05.2025 09:04
Sat 17.05.2025 09:30
@Michal: Could you please forward my response from your account to Spinrollz? I also sent you a copy.
I just sent this again from a new email account.
Best regards
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1 month ago
Dear Nina, i just signed. Please find attached in the mail the document.
I now ask for quick payment.
Please answer briefly so that it is clear that all data is now available.
Best regards
Jürgen
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Casino representative
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1 month ago
Dear jo64075,
Thank you for the document.
We forwarded all information to the relevant department and will finalize your payment in the nearest time.
Thank you for your cooperation
Kind regards,
Spinrollz Casino Team
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Casino Analyst & Complaint Specialist
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1 month ago
Dear jo64075,
I will be waiting for you to confirm the payment.
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Casino representative
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1 month ago
Dear jo64075,
We are happy to inform you, that your payment has been successfully complete.
Thank you for your cooperation
Kind regards,
Spinrollz Casino Team
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1 month ago
Translation
Dear caino.guru team, I have received the payment.
Thank you very much for your support. The case is now closed for me.
Best regards
jo64075
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Casino Analyst & Complaint Specialist
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1 month ago
Dear jo64075,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
www.kpvfaw.com
