Rolling Slots Casino - Player’s account has been closed suddenly.

I requested full account closure following the casino’s own instructions and clearly expressed a negative gambling experience.

Despite this, my account was later reopened with minimal safeguards, which already raises concerns about responsible gambling practices.

Later, my account was suddenly closed while I was actively playing using cashback funds, with approximately €60–70 remaining in the account.

What makes this even more concerning is that the casino now appears to be restricted in my country. If that is the case, why was I allowed to register, deposit, and play in the first place?

No clear explanation has been provided regarding:

why my original closure request was not handled properly

why my account was reopened

why it was closed during active gameplay

what happened to my remaining balance

Support responses have been generic and do not address these issues.

This raises serious concerns about fairness, consistency, and player protection.

Thank you for your previous response. 

I would like to clarify an important point regarding my case. 

Yes, I did request my account to be reopened. However, this happened after I had already requested full account closure due to a clearly negative experience and dissatisfaction with gambling on your platform. 

At that point, it should have been evident that I was experiencing loss of control or harmful gambling behavior. Under responsible gambling principles, this situation should have triggered protective measures, such as a cooling-off period or refusal to immediately reopen the account. 

Instead, I was allowed to regain access to my account simply by confirming awareness of risks, without any meaningful safeguards in place. 

I believe this represents a failure to apply responsible gambling practices and a lack of duty of care. 

Therefore, I request: 

A detailed explanation of why no cooling-off or protective measures were applied 

Clarification of your internal responsible gambling procedures in such situations 

A review of my account activity following reopening 

Consideration of compensation for the losses incurred as a result 

This matter remains serious, and I am prepared to escalate it further if necessary. 

I expect a clear and transparent response. 

I am writing to escalate my complaint further due to a new and very serious issue. 

Today, my account was suddenly closed while I was actively playing using my cashback balance. At the time of closure, approximately €60–70 remained in my account. 

This situation is highly concerning for the following reasons: 

I was allowed to access my account and actively place bets 

My balance was in use during gameplay 

My account was then abruptly closed without warning 

This raises serious questions about fairness and consistency. If my account was permitted to be active, I should not have been allowed to continue playing only to have access revoked mid-session. 

Additionally, no explanation has been provided regarding what happened to my remaining balance. 

I therefore request: 

A clear explanation of why my account was closed during active gameplay 

Confirmation of the exact balance remaining at the time of closure 

Clarification on how this balance is being handled 

Immediate review of this situation under fair gaming and responsible gambling principles 

Please note that this issue, combined with my previous complaint, will be escalated further if not resolved appropriately. 

I expect a prompt and transparent response

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Dear Pokkrikerli,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Attila,

Thank you for your response.

I would like to provide further clarification regarding my complaint.

I initially requested full account closure from Rolling Slots following their own instructions. In my communication, I clearly expressed dissatisfaction with the gambling experience and a negative impact on my control over play. Despite this, my account was later reopened without any meaningful protective or responsible gambling measures being applied.

After reopening, I was allowed to continue gambling and subsequently incurred losses. I was never offered any cooling-off period or additional safeguards that would normally be expected in such circumstances.

Later, my account was suddenly closed while I was actively playing and using cashback funds. At the time of closure, there was approximately €60–70 remaining in my account balance. The account was closed without prior warning and without a clear explanation.

My main concerns are the following:

Why my original request for full account closure was not properly handled as a responsible gambling measure

Why my account was reopened without adequate safeguards or cooling-off period

Why I was allowed to continue playing and then abruptly blocked during active gameplay

What happened to the remaining balance at the time of closure

Why I was not provided with clear or consistent explanations by the casino support team

I also note that the casino appears to be restricted in my country, which raises additional concerns about why I was able to register, deposit, and play in the first place.

I have attached and forwarded all relevant email correspondence for review as requested.

Thank you for your assistance in reviewing this matter.

Kind regards,

[Redacted]

Thank you for your response. Please be advised that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

• Could you please provide the exact date when you lost access to your account?
• Additionally, was there any remaining real money balance in your account at the time of its closure?
• Have you communicated any concerns regarding gambling issues to the casino? If so, could you specify when that occurred?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your response.

Please find my answers below:

I lost access to my account on April 27, 2026, during active gameplay. My account was suddenly closed without prior warning while I was playing using a cashback bonus.

At the time of closure, I did not have withdrawable real money, as the balance was related to an active bonus with wagering requirements. However, I was actively playing, and the session was interrupted by the account closure. I had no opportunity to complete the wagering or review my balance, as access to my account was immediately blocked.

I first expressed concerns indicating a negative gambling experience on April 20, 2026, when I requested full account closure. In that message, I clearly stated dissatisfaction, lack of enjoyment, and that gambling was only taking money.

Despite this, my account was later reopened on April 25, 2026, via live chat, without any cooling-off period or additional responsible gambling safeguards. After reopening, I lost approximately €694.

I hope this clarifies the situation. Please let me know if you require any further details.

Kind regards,

[Redacted]

Dear Pokkrikerli,

According to the available evidence, you have expressed gambling related issues on April 25, and the casino closed your account on April 27. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Rolling Slots Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

Further, we acknowledge your request for account closure dated April 20. I truly understand how disappointing it can be to feel unsupported by the casino, but please note that gambling establishments are mandated to implement responsible gaming measures only when specific gambling-related issues are explicitly stated Since your account was ultimately closed and there were no real money funds remaining at the time of closure, we regret to inform you that we are unable to request any refunds from the casino.

Regrettably, I have no choice but to reject your complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila

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