Can you remind me of the email address I used to sign-up?

For a reminder of the email address you used when you registered with us, contact Customer Support, and we will be happy to assist.

Are my funds safe at Spinz?

Absolutely. Spinz adheres to the highest security standards to safeguard account integrity. What’s more, in accordance with regulatory mandates, company operating funds are always entirely ring-fenced from player account balances.

Are the same payment options available on mobile and desktop?

Yes. You’ll find the same payment methods regardless of your chosen device. Our dedicated Payment Options page is where you’ll find the list of methods offered in your jurisdiction.

Are there ways to manage my playing activity at Spinz?

Spinz offers a variety of measures designed to put you in control of your gameplay. Here are the Limits available to you at Spinz, which all act upon the triggers you set. Manage these in the ‘Limits’ section of your account: Time limit: You can choose this limit to be logged out automatically once a pre-specified timeframe has elapsed. Net loss limit: This limit limits the amount you can lose over a fixed period. Once this limit is reached, you will be able to place further wages once a specified timeframe is reached. Deposit limit: To limit the amount of money you can deposit, consider a Deposit limit. This operates by rejecting deposits from you until a pre-determined period is up. Wagering limit: Choose this option to be prevented from placing bets above a certain amount. Timeout: Timeouts work by placing temporary blocks on your account. They can either be triggered by various account actions or are self-imposed. While a Timeout is in place, access to your account is cut off. Find out more in our Terms and Conditions section. Indefinite Self-Exclusion: Alternatively, you can activate a Self-Exclusion indefinitely. If you go down this route, all access to your account will be denied, and you’ll only be able to regain access by contacting Spinz Support. This type of limit can also be configured in the Limits area of your My Account section. To find out more about problem gambling and the Limits offered, visit our Responsible Gaming page.

Are your games offered in demo mode?

No, because this is no longer allowed since the last State Treaty on Gambling in 2021. You are only allowed to play if you have an account and play for real money while logged in. In this way, the federal government is trying to prevent minors from gambling.

Can I be assured of player safety at Spinz?

We take the issue of player safety and security extremely seriously. Our expert teams are continuously reviewing procedures and policies to make Spinz a safe place to play for all. The following details some of the ways we ensure player safety: Randomization: Random Number Generators (RNGs) are incorporated into every video slot to guarantee absolute randomness from one spin to the next. The Latest Payment Technologies: We employ the same robust payment technology adopted by major financial institutions to ensure the security of every payment you make. Alert Payments Team: Our Payments Team is trained to be alert to suspicious or risky behaviour. If any suspicious activity is detected it will be flagged for review, which may result in temporary blockages placed on a player account until the matter is investigated in full. Strict Regulation: As a licensee of the Joint Gambling Authority of the Federal States (GGL), Spinz is bound by some of the strictest regulations of the entire global iGaming industry to safeguard player welfare and safety. The German Regulator is considered one of the world’s most comprehensive regulatory bodies, so you may be subject to ongoing regulatory changes. Whenever this material impacts you or your gameplay, we will inform you accordingly. Responsible Gaming:** Responsible Gaming is another area of utmost importance at Spinz—so much so that we’ve introduced various Limits to enable you to manage your gaming behaviour. Additionally, we advise you to consult the following resources concerning Responsible Gaming: Responsible Gaming Page: This resource offers advice on avoiding problem gambling and also provides a gambling risk self-assessment test. Account Limits: Your account Limits can all be configured via the ‘My Account area to help you keep control of your gaming.

Can I make payments to and from my account prior to verification?

At the moment of registration you will be required to undergo the Schufa-Verification. Only after passing the verification can you make deposits/withdrawals and play our Spinz games.

Can I play games at Spinz on my iPhone?

Nearly all the games offered at Spinz can be enjoyed across most modern handheld devices, delivering the same rich gaming experience as desktop versions.

Can I play with more than one Spinz account?

Due to gaming regulations, you can only play in one (1) account at Spinz. Any duplicate accounts will be duly identified by our systems and closed down. In the case that you opened multiple accounts by accident, please let our Customer Support team know. For a reminder of your login credentials, follow our account recovery steps.

Do you charge deposit or withdrawal fees?

In a word, no. Spinz will never charge a fee for deposits or withdrawals. A few payment providers may levy additional surcharges; however, these are out of our control. You’ll be happy to hear that the most popular payment options, such as credit cards and bank transfers, generally do not charge additional fees.

How can I check if I already have a Spinz account?

To find out whether you already have a Spinz account, first try using the Forgot your Password? option found in the login screen. If you’ve already opened an account with us you can then expect an SMS sent to your registered mobile phone number containing a code to reset your password. If the above does not resolve the matter, please contact Customer Support for more assistance. We advise you to do this before opening any further accounts to avoid the risk of violating our terms and conditions.

How can I trigger rewards at Spinz?

Whenever we make a reward available to you, you’ll find a ‘reward card’ in the My Rewards section of your account. Note that these rewards expire 24 hours from the date of issuance, so you must act quickly to unlock the benefits. Then, once you’ve claimed your reward, you have another 24 hours to use it in full. Once the expiry time arrives, all unused rewards are forfeited. Free Spins releases a ‘Play Now’ card once issued. After you’ve clicked this card, you’ll be taken to the Free Spins feature of the game in question. Head to the Bonus page to find out more about the many types of rewards available at Spinz.

How do I close my Spinz account on a permanent basis?

To do this, you must contact our Customer Support, providing your reasons for wanting a permanent closure, or you can initiate your self-exclusion directly in your My Account section. Please note that, under most circumstances, you cannot open another account at Spinz once you have requested a permanent account closure.

How do I find a particular game?

To locate a particular game, head to the Spinz game lobby and enter the title in the search bar. Incidentally, clicking All Games to the right of the lobby will automatically sort our entire library alphabetically by provider. Here is some helpful code for searching a particular tag or string of text that you can paste into your web browser: spinz.de/en/slots/?s=InsertSearchTermHere To find all MegaWays slots, for example, copy and paste the following code into the browser: spinz.de/en/slots/?s=megaways

How do I reset my password?

Don’t fret if you’ve forgotten your password or want to choose a new one. To reset your password, select “Forgot your Password?” found on the main login screen and enter the mobile number you provided upon registering with Spinz. Shortly after, you can expect a PIN code to be sent to this number with an SMS, which needs to be entered on-screen. If you’re having problems receiving your PIN code, or if the ‘Forgot your Password’ option is presenting other issues, please reach out to our friendly Customer Support team.

How do I update any personal information that is incorrect?

It’s only possible to update your own personal information by contacting Customer Support, who will be happy to accommodate your request.

How do I update my marketing preferences?

The My Profile section in My Account is where you can manage your Spinz communication consents. We recommend enabling your marketing consent to take advantage of all the great offers running each month. Often, our promotions have a limited expiry, so with your consent disabled, you risk losing out on some extra value. If you do agree to receive marketing material from us, we pledge to only send you relevant offers. Further, we agree to never share your personal data with any third party.

How do I verify my account?

We request a Schufa-Verification at the time of your registration. Only after you pass this verification can you play and make money transactions. What you can expect to have to provide the following documentation: The following types of documents are typically required to complete Account Verification: Valid Picture ID: Passport, driver’s license, or national ID card. The identification must be a valid, government-issued photo ID. A national authority must have issued your ID card. Utility Bill: The utility bill should be less than 3 months old and reflect the home address you registered on your Spinz account. Payment Method: If payment verification is also requested, you should upload a statement at most 3 months old confirming your payment method(s) and clearly showing the account holder and account number. The following documents are accepted as a form of Payment Method Verification: Bank Transfer: Bank statements should include your name and address and match your Spinz account’s details. Credit Cards: You must provide front and back images of the credit card. The back of the card must be signed by you. The front image must clearly show the first six (6) and last four (4) digits (1234 56XX XXXX 1234) of the credit card number. E-Wallets: E-Wallets follow the same general rules as bank statements. These statements should include the same account holder’s name and address as their Spinz account. If your e-wallet provider does not give paper / PDF statements, or if a digital copy is unavailable, a screenshot of the account details displaying the customer name and address is required. Tips to Speed up the Process Document Details: Ensuring you send us the correct documents in the the first instant means we won’t need to follow-up with additional requests. High-quality Scans Work Best: High-resolution scanned documents will likely achieve verification faster. Images of poor quality or illegible documents are likely to be rejected.

How Does Cashback Work at Spinz?

Cashback can be earned in one of two ways at Spinz. The first is to play at Spinz and keep your eyes peeled for Cashback Chips, which can land in the “My Rewards” section of your account, or alternatively, if we’re running a special promotion to give out Cashback! The second is to get weekly Cashback as a Spinz Loyalty member and receive all the other special rewards! We calculate Cashback using this formula: (Real Money + Bonus Money bets) - (Real Money + Bonus Money wins) - bonus granted - jackpot contribution + (bonus forfeited + bonus auto-forfeited + bonus expired). A minimum of €1 in Cashback must be earned for Cashback to be paid into your Spinz account. Generally, Cashback is paid in Bonus Money and subject to the standard wagering requirements of 35x. Spinz Loyalty Cashback Members of Spinz Loyalty, our VIP program, can enjoy Cashback 24/7. The level of Cashback you receive can go as high as 20% depending on your play volume, starting from a minimum of €10 in Cashback earned. Cashback rewards are credited weekly, running from midnight UTC on Friday until 23:59 UTC the following Thursday. Spinz Loyalty members can enjoy an incredibly low wagering requirement of just 1x on Cashback. Spinz Loyalty Cashback is centralized across all Rootz brands: Wildz, Wheelz, and Spinz. Any Cashback earned will be bundled and shown on all Rootz platforms on which the player has an account. The player can claim the Cashback on any of those Rootz platforms. Once claimed on one brand, the Cashback amount will be removed from the player’s accounts on all other Rootz brands.

How does Double Speed work?

The Spinz Double Speed reward moves your Progress Bar at 2x the regular pace. Every time the bar is filled, you level up and earn Free Spins to some of your favourite games. You’ll find Double Speed rewards in the My Rewards area of your account. These rewards are often awarded to a specific game title to mark an exclusive release. Still, Double Speed can also be enjoyed on a provider’s entire roster of games. General Double Speed rewards have a limited expiry of 1-2 hours, whereas game-specific promotions tend to run for a few days.

How long do deposits take to arrive?

We strive to credit all deposits to your Spinz account immediately, barring any hold-ups from your chosen payment provider. Be aware that withdrawal times are subject to change according to the withdrawal method used. Additionally, suppose you’ve not yet completed KYC verification and request a payment outside your regular deposit activity (e.g., many deposits in a short time or unusually large deposit amounts). In that case, you may experience a delay in your deposit and could be asked to complete a KYC check.

How long do withdrawals take?

Withdrawal times vary depending on the payment method chosen. Certain payment types, like e-wallets, offer near-instant withdrawals, while other methods, including bank transfers, can take up to three (3) days to reach the beneficiary account. In the case of bank transfers, longer processing times typically owe to the banking sector’s routing system. Head to the Payment Options page to find expected payment times in the jurisdiction where you reside. Ensure you’ve selected your country’s flag in the drill down menu in the page footer. You can also find all the methods available to you in the Spinz Cashier.

How long does account verification take?

When you register, you can undergo a Schufa verification to instantly verify your account. If this fails, you have other ways to complete your verification. Should we request additional documentation ourselves, we aim to fully complete your verification within 24 hours once you have provided us with your complete KYC documentation. As we process a large volume of requests, there may be delays from time to time, and we apologize on the rare occasion that this happens. If you haven’t heard from us a few days after submitting your documents, please contact Customer Support explaining the situation.

How often can I expect to receive bonuses at Spinz?

Bonuses are awarded on top of the wins you receive from regular gameplay and begin the moment you make your first deposit. Claim our Welcome Offer: Deposit €10 and play with €50, plus 100 Free Spins. Other bonuses include Double Speed, Balance Booster, Cashback, and Free Spins by the bucket load.

Is it easy to open an account at Spinz?

Yes! It’s super easy to open a Spinz account. To start, click the big Register button and complete all the required information. A verification PIN will then be sent to the phone number you’ve provided. You will need to enter it on the next screen. Once these steps are complete, you can start playing at Spinz! Have a browse of the Spinz game lobby to get a feel for our games, or deposit into your account via the cashier to play for real money. Don’t forget to claim our Welcome Bonus when you load up your account for the time.

Is it possible to add a particular title that I like?

Fond of an online slot not offered at Spinz? We encourage you to contact [Customer Support](mailto: support @ spinz.com) if you want to see a game added to our portfolio that isn’t currently available. While this is only sometimes possible in the case of older games running on Flash technology, we’ll do our best to investigate your request. If you’d like to discover our wide-ranging game selection, along with each respective game maker, head to the GAMES area in the game lobby. Games can be sorted by several categories and by game providers.

Is it possible to make payments using someone else's account?

Under no circumstances is it allowed to make payments or withdrawals using a third party’s account. The name of the Spinz account must match the account holder requesting the payment. If there are discrepancies between the two, they will be flagged for our attention, and in extreme cases, they may cause your account to be suspended temporarily while we conduct an investigation. Should you be unable to make payments using your own personal payment methods, we encourage you to contact Customer Support for guidance.

Is it safe to upload my documentation to your website?

Since security is paramount to us, any documents uploaded are handled with the highest standards of security and confidentiality. Rest assured that highly qualified employees will only access anything you submit for account verification as and when required.

What are your minimum deposit amounts?

Minimum deposit and withdrawal amounts can vary by country, but for most territories, the minimum deposit is set at €10. To learn more about the payment types available to you, see the Payment Options page. IMPORTANT: To see the payment options in your country, select the correct country flag from the dropdown menu in the Payments page footer.

What deposit methods are available?

We offer a variety of deposit methods, including online banking, credit cards, bank transfers and e-wallets like PayPal. Head to the dedicated Payment Options page, which lists the options available in your country. Ensure you’ve selected the relevant flag in the footer so you’re on the right page. It’s important to note that some methods can be used either for deposits or withdrawals and not both. If we don’t offer a certain payment method that you’d like to use, you can email Customer Support. Due to technical or regulatory restrictions, it’s not guaranteed that your request will be fulfilled, but nonetheless, we will do our best to look into your query.

What does the 99% reward do?

One of our more potent bonuses is the 99% reward, which functions by accelerating your Progress Bar from its current position all the way to 99% in an instant - leaving you fractionally short of Free Spins for your preferred games. Maximise its effectiveness by triggering the reward once your Progress Bar has reset to 0% following a level-up. If you trigger the reward at 80% progress, you would only claim 19% worth of benefits as opposed to 99% when activated at 0%. It would help if you acted fast once 99% rewards are made available since they expire after 24 hours, so extract some extra value at Spinz while you can.

What happens if a game won't run when I try to launch it?

The first thing to consider is relaunching your web browser. If this doesn’t resolve the problem, restart your operating device. Should the issue persist after this step, make sure your software and device are up-to-date and fully compatible with Spinz’s platform. Older titles that use less modern technology, like Flash-based games, may not be supported on mobile. Note that these games are gradually being phased out as HTML-5 becomes the predominant technology of choice for game providers. If issues continue, contact Customer Support.

What happens if I lose internet connection in the middle of a game?

Stay calm if a game loses connectivity while you’re playing. Your funds remain safe on the rare occasion this happens since all games are recorded on our systems even before the completion of a game round, and your session is saved at the point an error occurred. You may not be able to view a particular spin’s animation if you are in the middle of a bonus round, but rest assured, your funds will not be lost. With some luck, you’ll discover a welcome increase in your balance when you restart the game! Occasionally, errors occur on the side of the game provider, which is out of our control, but if your operating device freezes mid-game, it’s worth rebooting it. Should the issue persist, get in touch with Customer Support via Live Chat or email (support@spinz.com), providing as much information as possible. Recording the following information will assist us as we look into the matter: Game name (if applicable) Time of incident (as close as possible) Wager amount (if known and applicable) Description of incident

Where can I see outstanding Wagering Requirements on my bonuses?

Visit the My Acount area to view any active bonuses on your account along with their remaining wagering requirements.

Why don't my wagering requirements decrease when using Bonus Money?

It’s important to note that some games don’t contribute fully to our Wagering Requirements, while others are excluded altogether. See the Bonus Terms and Conditions page for further details on Wagering Requirements contributions. If you think your Wagering Requirements are not decreasing when they should be, please contact Customer Support, who will look into the issue for you.

Why is my deposit not showing?

Any deposit you make at Spinz should arrive within seconds. If, however, a deposit is taking longer than expected, we advise you to contact Customer Support. Normally, delays are associated with your chosen payment provider, but nonetheless, we will do our best to resolve the situation as soon as possible. For a quicker response, contact Spinz via the Live Chat facility whenever you’re logged in to your account. This will give the agent instant information on you as a customer, typically leading to swifter resolutions.