The player from Austria had requested account closure due to a gambling addiction, but after being informed that it was blocked, he received an email about a bonus and resumed gambling, which resulted in significant losses. He sought a refund due to his circumstances. The issue was resolved after the player indicated satisfaction with the resolution process, and the complaint was marked as 'Resolved' in the system.
RollXO Casino - Player’s account is closed, seeking refund.
Resolved
Our verdict
Case closed
Amount: €900
RollXO Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hello, I contacted live support a week ago to close my account. I told them I have a gambling addiction. They said my account was blocked. A day later, I received an email about a bonus. I started gambling again and lost half my salary. I'm requesting a refund because I previously asked them to close my account due to my uncontrolled gambling. I can't currently pay my rent or bills.
ask you for help
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6 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing.
To better understand your situation, could you please clarify the following:
- Did you request self-exclusion via chat only, or did you also send any emails to the casino?
- After the chatbot confirmed that your account was closed, were you able to log in without any issues, or did you have to request the account to be reopened?
- Have you received any follow-up emails from the casino after the chatbot confirmed your account was closed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Translation
Hello,
That wasn't a chatbot, it was a live agent.
I didn't send an email; I just contacted live support. After they confirmed that my account was blocked, I received a prompt email with a €10 bonus. When I clicked on it, my account was open as before. I've now lost more than €1,400-1,500.
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6 months ago
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I did not receive an email and could easily register later
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6 months ago
Thank you for your responses.
Do you have any screenshots of your conversations with live chat support where the date of the conversation is clearly visible?
We need a specific timeline to confirm when exactly your account was closed, when you received the related email, and when your account was reopened.
Thank you for your cooperation.
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6 months ago
Translation
You can see it here, it says about a week ago, the date is not shown
They should refund me all the money since the blocking request
Thanks
Lg
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6 months ago
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My account was only blocked on 03.08
the application was on 30.07 or the conversation
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6 months ago
Thank you for your responses. However, I need clear evidence showing the date when the casino informed you that your account was closed. For now, we do not have proof that you were able to reopen your account after the initial closure confirmed by customer support.
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5 months ago
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Unfortunately I only have this screenshot
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jaafarmustafa32,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
