Rollino Casino - Player's account remains open despite closure request.

Suffered from gambling addiction on and off for most of my adult life. Signed up to this site just under a week ago. Was sceptical as I got a message after a few deposits saying was forbidden to play from my country. Was told to use a VPN. Was not comfortable doing this so emailed support who sent me a link to another domain where I could play. Upon looking into this further It also states on terms and conditions that players from UK cannot play on this site. I am now requesting that my deposits be refunded. I have sent several emails and have not yet had a response and my account remains open. Even after speaking on live chat and saying I have an addiction. 

Spoke to live chat again. Account was finally closed after losing more money today roughly £105 deposited after I had said I was a gambling addict and wanted my account closing

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Rollino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when exactly you created an account at Rollino and on what domain?
• Have you received any notifications that you were located in a restricted country before creating an account?  
• When did you inform the casino about your gambling addiction for the first time? Did it happen before you lost all your funds?
• Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Hello I have submitted reply to the email address provided above.

kind regards

Here is screenshots of multiple conversations with live chat confirming if in the UK you cannot open an account.

Please can I draw your attention to Paragraph 2.4.4. Upon looking today it no longer states the uk is a restricted country, although I have all the email evidence that when my account was active the UK was indeed restricted. This seems very odd.

Dear player, thank you for the emails. Can you please specify a few more things?

• Do I understand correctly that you informed the casino about your gambling addiction on 24th August? When exactly did the casino close your account?
• Can you please specify if you gambled your whole balance away on your own, or the casino confiscated any balance because you are from a restricted country, or refused to pay out your winnings?

My account was closed nearly 12 hours after I requested this. I asked and pleaded on chat for it to be closed several times and they continued to let me gamble. I did gamble the balance. I am not happy that they have accept me as a player from a restricted country. I have sent you the evidence of them stating players from UK are forbidden so how have I been able to deposit and spend funds

Dear player,

I am truly sorry to hear about your struggles with gambling. However, based on the information provided, we must conclude that the casino acted in good faith as your self-exclusion request was processed and your account was closed within a reasonable timeframe (12 hours).

Please also note that funds lost during standard gameplay cannot be reinstated or refunded, as they were consumed in the normal course of play. While we sympathize with your situation, we are unable to ask the casino to return your deposits.

Due to the aforementioned reasons, this complaint will now be rejected. I appreciate 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.

Regards,

Natalia