Spinrollz Casino - Учетная запись игрока закрыта, а запрос на возврат средств задержан.

Dear CasinoGuru Team,

I would like to request your assistance with a complaint regarding the online casino Spinrollz.com, which closed my account without completing the verification process and without refunding my real balance.

On [06/30/2026

], Spinrollz informed me that they were permanently closing my account, citing a failure to verify my documents. I would like to point out that I was unable to complete the process within the required timeframe for personal reasons, but I am fully available to immediately provide all necessary documents (identity, address, payment method).

At the time of closure, my account contained €883 in real balance, which was not returned to me. I contacted support for clarification, but received no satisfactory response or instructions on how to recover the funds.

I believe that permanently closing an account without the possibility of completing the verification process and without refunding the balance is unjustified and inconsistent with industry best practices.

I therefore ask for your intervention to:

get a clear and documented explanation from Spinrollz.com;

complete the KYC verification, which I am fully available for;

receive a full refund of the €883 in your account at the time of closure.

I attach a copy of the email I received from the casino and am available to provide any additional information or documents useful in handling this case.

Thank you in advance for your support.

Best regards,

Gentile team di CasinoGuru,

desidero richiedere la vostra assistenza per un reclamo relativo al casinò online Spinrollz.com, che ha chiuso il mio conto senza possibilità di completare la verifica e senza restituire il saldo reale presente.

In data [30/06/2026

], Spinrollz mi ha comunicato la chiusura definitiva del conto, motivandola con la mancata verifica documentale. Preciso che non ho potuto completare la procedura nei tempi richiesti per motivi personali, ma sono pienamente disponibile a fornire immediatamente tutti i documenti necessari (identità, residenza, metodo di pagamento).

Al momento della chiusura, il mio conto conteneva 883 € di saldo reale, che non mi sono stati restituiti. Ho chiesto chiarimenti al supporto, ma non ho ricevuto una risposta soddisfacente né indicazioni su come recuperare i fondi.

Ritengo che la chiusura definitiva del conto senza possibilità di completare la verifica e senza rimborso del saldo sia una misura ingiustificata e non conforme alle buone pratiche del settore.

Chiedo pertanto il vostro intervento per:

ottenere una spiegazione chiara e documentata da Spinrollz.com;

completare la verifica KYC, alla quale sono totalmente disponibile;

ottenere il rimborso integrale dei 883 € presenti sul conto al momento della chiusura.

Allego copia dell’email ricevuta dal casinò e sono disponibile a fornire qualsiasi ulteriore informazione o documento utile alla gestione del caso.

Vi ringrazio anticipatamente per il vostro supporto.

Cordiali saluti,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you have provided to the casino during the verification process? Were any documents approved, to your knowledge?
• Could you please confirm you deposited using a payment method that's in your name?

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

Hi Tommaso,

Thank you for contacting me and for your attention to my complaint. I will gladly provide you with all the information requested so that I can proceed with the investigation of my situation.

I've been a casino player for a few months, and my account has been blocked for about a week. I've been playing primarily sports betting, and my current balance has been accumulated both through real money bets and the welcome bonus of up to €150 I was awarded.

I haven't provided any documents yet because they weren't requested, but I'm fully willing to send whatever is needed to complete the verification. I also confirm that I made the deposit using a payment method registered in my name.

I look forward to hearing from you and hope this issue can be resolved as quickly as possible.

Best regards

Ciao Tommaso,

ti ringrazio per avermi contattato e per l’attenzione dedicata al mio reclamo. Ti fornisco volentieri tutte le informazioni richieste così da poter procedere con la verifica della mia situazione.

Sono stato un giocatore del casinò per alcuni mesi e il mio account risulta bloccato da circa una settimana. Ho giocato principalmente alle scommesse sportive, ed il saldo attuale è stato accumulato sia tramite giocate con denaro reale sia grazie al bonus di benvenuto fino a 150 euro che mi era stato assegnato.

Al momento non ho ancora fornito alcun documento perché non mi è stato richiesto, ma sono pienamente disponibile a inviare tutto ciò che è necessario per completare la verifica. Confermo inoltre di aver effettuato il deposito utilizzando un metodo di pagamento registrato a mio nome.

Resto in attesa di un vostro riscontro e spero che si possa risolvere il problema nel più breve tempo possibile.

Distinti saluti

Thanks for your reply.

Could you please specify which particular welcome bonus you accepted? I couldn't identify either welcome bonus as an offer up to 150€. Kindly provide a screenshot or forward the bonus offer received via email to [email protected] if applicable.

Thanks in advance for the clarification.

Hello Tomas

The sports welcome bonus was previously 100x100 up to 150, now it is up to 100 euros. I attach a screenshot.

Ciao Tomas

Il bonus di benvenuto sport era prima 100x100 fino a 150 ora e fino a 100euro . Allego screen.

Thank you for your reply, Michelino03.

I’m sorry to say I don’t have good news. If your account was blocked after placing predominantly sports bets and playing with a sports betting welcome bonus, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or its explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.

We’ve reopened this complaint at the request of Michelino03. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hi Tomas

Thanks for your feedback.

I wanted to clarify that the account wasn't closed for suspicious bonuses or bets. The casino told me it was closed because I didn't complete the KYC verification within 30 days.

However, I believe the closure is unfair because I was never clearly explained which documents were missing, and my requests for assistance via chat and email went unanswered.

I therefore ask you to reopen the complaint and ask Spinrollz Casino to unblock my account so I can complete the KYC verification immediately.

I declare that I am fully available for all necessary checks: sending documents, selfie videos, bank statements, and any other checks requested by the casino.

Please help me regain access and funds.

Thanks for your support

Dear Michelino03,

Could you please provide the communication between you and the casino specifying the verification requirements, or your discussion with support regarding the verification process, or other relevant communication?

Please send the information to my email at [email protected]

Hi Tomas,

I'm attaching the communication I received from the casino via email.

I confirm that my account has been closed because I did not complete the KYC verification within 30 days, as per their regulations.

I kindly request that I be given the opportunity to carry out the requested checks now so that I can recover my funds.

I remain fully available for any further checks and to immediately send all the necessary documents.

Thank you,

Ciao Tomas,

ti invio in allegato la comunicazione ricevuta dal casinò via email.

Ti confermo che il mio account è stato chiuso perché non ho completato le verifiche KYC entro i 30 giorni, come da loro regolamento.

Chiedo cortesemente che mi venga data la possibilità di effettuare ora le verifiche richieste, così da poter recuperare i miei fondi.

Resto pienamente disponibile per qualsiasi ulteriore controllo e per inviare subito tutti i documenti necessari.

Grazie, 

Thanks for your response.

Please note that the last screenshot was already shared by you at the beginning of the complaint.

• Could you please specify how the verification requirements were communicated to you?
• Has the casino's support contacted you and requested specific documents?

Please share these requests with me so we may review them. We apologize for the inconvenience. My email is [email protected]

Hi Tomas,

Thanks for your feedback.

To answer: No, casino support did not contact me and I was not informed of any missing documents.

The only thing I saw was when I logged into my gaming account, where there was the section to upload verification documents.

But I haven't received any email or message from support with the list of specific requirements to submit.

The only communication received was that the account was closed for "failure to complete KYC verification within 30 days".

As per your request, I had already attached the last screenshot at the beginning of the complaint.

I remain available to immediately send any documents necessary to complete the verification.

Thank you,

Ciao Tomas,

Grazie per il riscontro.

Per rispondere: No, il servizio di assistenza del casinò non mi ha contattato e non mi è stato comunicato nulla riguardo i documenti mancanti.

L'unica cosa che ho visto è stata accedendo al mio conto gioco, dove c'era la sezione per caricare i documenti di verifica.  

Ma non ho ricevuto nessuna email o messaggio dal supporto con l'elenco dei requisiti specifici da inviare.

L'unica comunicazione ricevuta è stata quella di chiusura account per "mancata verifica KYC entro 30 giorni".

Come da tua richiesta, l'ultima schermata l'avevo già allegata all'inizio del reclamo.

Resto disponibile a inviare subito qualsiasi documento necessario per completare la verifica.

Grazie,  

Thanks for your patience.

I went over the information provided; however, nowhere is it specified that you didn't pass the verification within 30 days, only that you didn't pass.

Kindly provide communication originating from the casino where this detail was communicated to you. Post relevant screenshots here or send the information to my email at [email protected]

Looking forward to your reply.

Hello Tomas

As you requested, I'm attaching a screenshot of the casino's communication. I kindly ask you to invite a casino representative to verify my account and release my funds.

Ciao Tomas

Come da te richiesto allego screenshot della comunicazione del casino. Chiedo gentilmente che inviti un rappresentante del casino per potere fare la verifica e sbloccare il mio denaro.

Dear Michelino03,

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, Martina ([email protected]). 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

Dear Michelino03,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinrollz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hi Martina

Do we have any news?

Ciao Martina

Abbiamo novità?

Dear Casino Guru,

Regarding the account closure and subsequent deduction of the remaining balance, please note the following explanation based on our Terms and Conditions:

The account in question was closed due to a failure to fulfill mandatory verification requirements. Per Section 5.3 of our policy, players are obligated to supply requested verification documents (such as government ID, proof of address, or source of funds) within 30 calendar days.

Section 5.3 explicitly states that failure to comply with these requests within the 30-day deadline can result in payment holds, account suspension, or permanent closure, accompanied by the forfeiture of all account funds.

As the required documentation was not provided within the specified window, the account was permanently closed and the balance was forfeited in accordance with our established policy.

Kind Regards,

Spinrollz Team

Dear spinrollz team

I read the answer.

I disagree. The casino never contacted me to request specific documents, nor did they notify me of the 30-day deadline.

The only thing I saw was the KYC section within my gaming account, but without any email notification indicating which documents were missing or that there was an expiration date.

I was not given the time or opportunity to complete the verification because I was not informed properly.

Requesting documents and then withholding the entire balance without providing clear notice violates the principle of transparency.

I'm ready to send all the documents in my possession. Tell me exactly what you need.

Dear Martina

I ask you to mediate with the casino to obtain payment of my remaining balance.

Thanks for your support,

Gentile team spinrollz

Ho letto la risposta.

Non sono d'accordo. Il casinò non mi ha mai contattato per richiedermi documenti specifici, né mi ha avvisato della scadenza dei 30 giorni.

L'unica cosa che ho visto è stata la sezione KYC all'interno del mio conto gioco, ma senza nessuna email notifica che indicasse quali documenti mancavano o che c'era una scadenza.

Non mi è stato dato il tempo né la possibilità di completare la verifica perché non sono stato informato correttamente. 

Chiedere documenti e poi trattenere l'intero saldo senza dare avvisi chiari viola il principio di trasparenza.

Sono pronto a mandare tutti i documenti in mio possesso ditemi precisamente cosa avete di bisogno?

Cara martina

Ti chiedo di mediare con il casinò per ottenere il pagamento del mio saldo residuo.

Grazie per il supporto,  

Hello Michelino03,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spinrollz Casino representative,

Please provide evidence showing when the player was specifically asked to complete verification, which documents were requested, how the 30-day deadline was communicated, and whether the relevant notice was delivered or displayed in the player’s account.

Please also provide the account ledger showing the €883 balance at closure, separated into deposits, bonus funds, settled winnings, and any unfinished wagering. As these records may contain private account data, please send them to me at [email protected].

Thank you.

Dear Casino Guru,

Evidence have been sent out to Martina.

Kind Regards,

Spinrollz Team

Dear Spinrollz Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Casino Guru,

We have replied via email.

Kind Regards,

Spinrollz Team

Dear Michelino03,

Unfortunately, since the casino stands by its decision and we do not agree with it, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.