The player from Portugal requests his account to be closed due to a gambling addiction, but the casino insists on a profile check before processing the closure. He finds this requirement strange and has received no reply since verification, leaving his account open and causing him distress.
Rolly Spin Casino - Player's account closure request is delayed.
Opened
Current status
Waiting for player to reply
6d 22h 36m 38s
Rolly Spin Casino
Safety Index:LowCase summary
Discussion
Public
Public
12 hours ago
Translation
The casino won't close my account even after I inform them that I have a gambling addiction. I've already sent several emails and the answer I got was that I would have to carry out a profile check to make the request to close the account, which I found strange. Since the verification I've never had a reply and the account is still open, which is very damaging for me at all levels.
Automatic translation:
Public
Public
1 hour ago
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.
Public
Public
1 hour ago
Dear Jorgesilva26,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and the General T&Cs and I found this:
When to Take a Break
If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at block@rolly-spin.com.
During the exclusion period, your account will remain inaccessible, and you are not permitted to create new accounts. After the selected period has ended, your account can be reactivated only upon request. super-spin.com bears no responsibility if you continue to gamble using another account, name, or address during the exclusion period.
SELF-EXCLUSION
The Casino offers a self-exclusion option for players who wish to take a break from gambling. To initiate self-exclusion, please contact us at support@rollyspin.com with a clear request and the desired duration of the exclusion period.
Self-exclusion can be requested for a specific period of up to 12 months. The account will be blocked only after the exclusion period has been clearly stated in your message. During this time, access to the account will be restricted, and it will not be possible to reverse the exclusion until the specified period has ended.
After the exclusion period has passed, you may contact us to request reactivation of your account. The account will remain blocked until you contact us with a formal request to re-open it.
Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.
When did you inform the casino about your gambling problem for the first time? Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
Thank you very much for your cooperation.
Best regards,
Kristina
Jorgesilva26 has 6d 22h 36m 38s to reply
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
