Spinrollz Casino - L'account del giocatore rimane attivo nonostante la richiesta di autoesclusione.

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