Rolly Spin Casino - Player’s account closure request is ignored.

Dear Casino Guru Team,

I am submitting a formal complaint regarding my account with RollySpin. I have repeatedly requested that my account be permanently closed, but the casino has failed to comply with my requests.

I am attaching screenshots as evidence of my previous requests. The casino’s failure to act is unacceptable and violates responsible gambling practices.

I am requesting that Casino Guru take action by investigating this matter and putting pressure on the casino to permanently close my account immediately.

Please acknowledge receipt of this complaint and advise me on any further steps I can take.

Thank you for your assistance.

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Dear Mgur79,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• When did you first request the closure of your account?
• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mgur79,

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,

Petra