The player from Germany requested account closure due to a gambling addiction on February 27th but received no response. Despite this, he deposited €800 on February 28th and has since repeatedly contacted support requesting account closure and a refund, but his account remains open without further replies.
RollXO Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for player to reply
6d 8h 52m 37s
RollXO Casino
Safety Index:HighCase summary
Discussion
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2 days ago
Translation
On Friday, February 27th, I informed the casino that my account should be closed due to a gambling addiction.
There was no response. Unfortunately, I was only able to deposit €800 on February 28th.
On the evening of February 28th, I wrote to support again and requested that the account be closed and that the amounts paid be refunded on February 28th.
Still no response. Account remains open.
Contacted again on Sunday, March 1st.
I also wrote an email on Monday, March 2nd and March 3rd.
Only on February 28th did I receive a reply asking me to answer questions.
I replied to this requesting that my account be closed. I received no response to that either.
Neither via email to support nor to VIP support.
Automatic translation:
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15 hours ago
Important notice:
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15 hours ago
Dear Matze392,
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
