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:

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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.

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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