The player from the United Kingdom filed a formal complaint against Rollino Casino for failing to honor his self-exclusion requests, which led to losses totaling £12,041. Despite multiple requests to close his account due to gambling concerns, he was continually encouraged to gamble further, resulting in significant financial harm. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation or resolution. The player retained the option to reopen the complaint in the future should he choose to resume communication.
Rollino Casino - Player’s self-exclusion requests ignored, account remains open.
Closed
Our verdict
Player stopped responding
Amount: £12,041
Rollino Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
6 months ago
Dear Mtcccc,
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.
Public
Public
6 months ago
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,
Natalia
Casino.Guru
