Rollify Casino - Player seeks refund for deposits after account remains open.

Hi there,

I really did not want to make this complaint but I have spoken to an agent and they will not proceed to refund me my last two deposits

timeline of events,

I created my rollify account named

Bigtoevacka

I played for a while then reached out to nick, the head of customer service experience explaining I have a gambling problem and wish to self exclude

nick sent me a link how to exclude, but to me that manual self exclusion is very difficult , and a process problem gamblers will not follow well,

I hoped after explaining to nick he would block my account immediately,

but my account remained active and I was able to deposit around €125 in Solana,

I understand he explained they need to recite their responsible gambling policy

but I just want to be returned the two deposits since my request of self exclusion to the agent.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollify Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account closed? Have you registered only one account?
• Could you please explain what the self-exclusion process entailed and what obstacles there were to completing it?
• After you didn't complete the process, have you contacted the casino again and asked the support to self-exclude you manually?
• Could you please share with me your communication with the casino regarding the issue, including timestamps if possible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear AshamedJaguar194,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru