Rolldorado Casino - Player seeks refund after account violation.

Dear Casino Guru Team,

I am filing this complaint to request a full refund of my deposits made in 2025 at [ Rolldorado].

1. Existing Group-Wide Self-Exclusion:

I have been permanently self-excluded from this operator's group due to a documented gambling addiction since August 2024. My exclusion was active across the entire network, and I have recently even had my account at another sister brand (Vegasino) placed under investigation because the group finally realized I am a self-excluded player.

2. Systemic Failure in 2025:

Despite my permanent exclusion within the group's system, the operator allowed me to open a new account at [Winningz / Rolldorado] in 2025 using the same personal data and email address (valispieler2@icloud.com). They failed to implement the necessary technical blocks to protect me, even though they already had my data and my exclusion status on file for several months.

3. Breach of Duty of Care:

Accepting deposits from a player who is known to the operator group as gambling-addicted and self-excluded is a gross violation of the duty of care. The fact that I could play at multiple brands of the same group in 2025, long after my initial exclusion, shows a systemic failure in their player protection protocols.

Request:

I request a full refund of all net deposits made at this casino in 2025. I have provided the proof of my original exclusion from the group and my deposit history in the attached files.

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Dear Vss18, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the Responsible Gaming Policy, and this is what I found: 

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at rolldorado.com, you can permanently block your access by contacting our Customer Service team by emailing support@rolldorado.com, and changing your account status to "Permanent self-exclusion". If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@rolldorado.com.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Rolldorado Casino? 

I look forward to your reply. 

Best regards, 

Attila

Dear Attila,

Thank you for your response. To clarify, I am basing my claim on the fact that the operator failed in its fundamental Duty of Care after I explicitly disclosed my gambling addiction.

1. The Disclosure of Addiction:

As you can see in the attached screenshot from August 22, 2024, I did not simply ask for an account closure. I informed the support: "I would like to be blocked because I have lost over 3,000 € and I need the money for my bills." This is a clear cry for help and a definitive signal of gambling addiction.

2. Direct Receipt by the Operator (Liernin Enterprises LTD):

The second screenshot proves that the support team received and read my message. Their reply ("We are sorry to hear that...") confirms they were aware of my financial distress and my request for a block. From this second onwards, the company Liernin Enterprises LTD had official knowledge of my status as a vulnerable problem gambler.

3. Network Responsibility & Identity:

Since NovaJackpot and Rolldorado are operated by the same legal entity (Liernin Enterprises LTD) and use the same database, my "Addiction Flag" should have been applied company-wide. I registered at the sister-brands using the exact same personal details (Name, DOB, Email). A responsible operator should not allow a player, who just confessed to a 3,000 € loss and addiction on one of their sites, to simply continue on another.

4. Conclusion:

I believe that the internal policies regarding "individual brand exclusion" should not overrule the basic responsibility to protect a known addict. By allowing me to deposit after August 22, the operator knowingly exploited my situation.

I request a refund for all deposits made at Rolldorado after the operator was informed of my addiction on August 22, 2024.

Best regards,

Thank you for your reply, Vss18. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Unfortunately, as long as your account was closed upon your request, there is not much we can do.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.