RollXO Casino - Player’s account has not been closed as requested.

This is the letter I have sent this casino

The Manager

Further to my correspondence regarding closure of my account.

Documented Timeline of Events

29 April

I requested that my account be closed.

30 April

Your team acknowledged my request but did not close the account.

30 April

I repeated my request to close the account.

3 May

Instead of closing my account, you credited my account with 50 free spins to encourage further gambling.

3 May

I again requested that my account be closed.

5 May

Your team responded by attempting to persuade me to continue gambling rather than closing the account.

Further Misconduct

3 June

You sent me a marketing email promoting a "Golden Rush Lottery" with a $180,000 prize pool, despite multiple prior closure requests.

4 June

I replied again stating clearly:

"Nope, close my account, no offers… just close it this time no mucking around."

7 June

Instead of closing my account, your team sent a highly inappropriate message encouraging me to continue gambling, using emotional manipulation such as:

"long stretches of waiting are rewarded with unexpected wins"

"your time is coming"

"hold on a little longer"

This is not responsible gambling support. It is predatory behaviour.

Breach of Responsible Gambling Obligations

Across all of these interactions, RollX0:

ignored multiple clear closure requests

continued to market gambling products to me

offered bonuses to keep me gambling

attempted emotional persuasion to prevent account closure

failed to comply with basic responsible gambling standards

This conduct is unacceptable and demonstrates a pattern of deliberate non‑compliance.

Refund Request

Because RollX0 failed to close my account after 29 April, and instead encouraged continued gambling, I am requesting a refund of all deposits made after 29 April, the date of my first closure request.

Next Steps

If this matter is not resolved promptly, I will be escalating the full correspondence to:

the Australian Communications and Media Authority (ACMA)

your licensing authority

relevant consumer protection bodies

Please confirm the following within 7 days:

My account has been permanently closed

The total amount to be refunded

The timeframe for refund processing

My next step is complaints to the ACMA if needed.

Regards,

A. F.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear aimeewilde787,

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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I have emailed you the screenshots

Thank you for your emails.

Please note that we are only able to assist players with account closure-related complaints when the request is connected to gambling addiction or gambling-related harm. In such cases, if a player requests to be blocked or self-excluded and the casino fails to act on that request, allowing the player to continue depositing, gambling, and ultimately losing funds, we may be able to intervene.

However, requests to close an account due to dissatisfaction with the casino, a poor user experience, or a personal preference not to use the website are outside the scope of our complaint resolution process.

If you no longer wish to play at a particular casino, you can stop using the website or block access to it through your browser or other available tools. In many cases, inactive accounts are eventually closed by the casino in accordance with its policies.

If your intention is to self-exclude due to gambling addiction or gambling-related concerns, please let me know and I will be happy to guide you through the process.

Thank you for your understanding.

so they are playing funny buggers, never had this issue with any other casino, I will just continue to use all platforms to review them, they don't work with their customers, the responses to my emails are weird and either its AI or they are playing games. What a vile little mob of people run this casino.

you go responses from them? Or did you just look at terms and conditions? Why don't I get responses, or I get a funny one liner what are you talking about.

Thank you for your replies. I want to clarify that we are not ignoring your complaint or refusing to contact the casino. However, before we proceed, we need to confirm one important detail.

As explained earlier, we can assist with account closure complaints when the request is related to gambling addiction or gambling-related harm. Only in such cases, we can contact the casino and investigate whether the self-exclusion request was handled correctly.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings RollXO Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please use this template to send a new account closure request to RollXO Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Dear aimeewilde787,

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.