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 ([email protected]). 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 [email protected], 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 [email protected].

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