Rolly Spin Casino - Player's account hasn't been closed.

This casino won’t close my account and are also running cracked net ent and play and go games.

their email for self exclusion doesn’t work all emails are returned via server nothing active, so I went onto chat and asked to self exclude there, they gave me email for vip so I emailed there and they are asking to close my account due to gambling addiction. Proof of earning , photos of passport , photos of me with my passport cards , proof of transactions etc basically making it impossible to close the account and all of this is not needed to close an account ,I’ve told them I’m an addict and that’s why they are trying to keep it open, they are also definitely a scam casino as games have been tampered with.

I want account closed

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Dear tobythetr,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs and I found this:

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Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.

Do I understand correctly that your emails to support@rollyspin.com went undelivered? Could you please forward the self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

block@rolly-spin.com

this is what they provide as email fir send exclusion and it returns to inbox

what they are asking in order to self exclude

ia passport , pics of me with passport , bank statements , proof of earnings pics of bank cards , transactions

which is what all scam casinos ask for when you are trying to withdraw .

their net ent and play and go games are also cracked.

they are mr jones casino with a new name as i recognise the interface

Thank you very much for your reply, tobythetr. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear tobythetr,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello tobythetr, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Rolly Spin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tobythetr,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I also recommend clicking the Self-exclusion button and filing out the form to get excluded from this, and hopefuly other ANjouan-licensed casinos. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej