Rolly Spin Casino - Player’s self-exclusion request is ignored.

I repeatedly asked to be self excluded for 6 months.

They have chosen to ignore my emails

I have sent 4 emails since 16 th March

I continued to deposit and play on their casino

I have a gambling problem which I explained in email

I received 2 responses that my request was being processed

I would like all my deposits returned from 16 th March to present

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.

Dear Buster642008,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's T&Cs and this is what I have found:

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Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Buster642008,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I passed all the kyc.

They ignored my self exclusion request for 3 weeks. Then apologised

I want all deposits returned.

Yes I use the same email address

Hi. An update. I can still sign into my account and can easily deposit if I chose to but I haven't

Hi update. After complaining today about all my deposits which I want returned they finally close my account. 8 th April. I want all my deposits returned from 16 th March when I requested self exclusion please

Dear Buster642008, thank you for your response. Could you please forward your original self-exclusion request to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

have requested a self exclusion for 6 months which you have chosen to ignore

I have reported this to all the casino websites who review casinos

All you have done is send me emails about an upgrade to VIP status. Laughable really

Please self exclude me immediately as I have no money left and can't deposit anyway

My request is for six months exclusion along with your sister site rolly spins

Please do not ignore this request and confirm by email my self exclusion forthwith

[Redacted]

This is the email I received today.

Dear [Redacted],

Thank you for your message.

We understand the seriousness of your concerns and want to assure you that your case has been handled with priority.

Following the receipt of the requested documentation, your account has been successfully closed, and access to the platform has been fully restricted.

We appreciate you bringing your situation to our attention, and we sincerely regret any distress caused.

Regarding your request for a refund, we have carefully reviewed your account activity. All deposits were authorised and used for gameplay, and therefore, we are unable to process a refund in this case.

If you require confirmation of the account closure or any further assistance, please feel free to contact us - we are here to help.

We also strongly encourage you to seek professional support regarding gambling-related concerns, and we can provide guidance if needed.

Kind regards,

Support Team

RollySpin Team

This email is delivered by HelpDesk

Ticket ID: hd.1776238576231.7x5x0w.5fbe512b

Dear Buster642008,

Thank you for your reply. Could you please forward your communication with the casino directly to my email? You can reach me at attila.g@casino.guru.

Additionally, could you please confirm whether you still have access to your account?

Thank you for your patience and cooperation.

Hi. I forwarded email to your address.

No I finally can't access my account

Thank you for your response. I have reviewed the evidence, but I was unable to find your self-exclusion request. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino.

Could you please forward your original self-exclusion request?

Thank you for your understanding.

Hi Attila.

Yes I will do after work. Thanks

Thanks. I am useless at computers. Excuse my ignorance. I have emails for my exclusion. How do I forward them to you

Thank you for your response. I have reviewed the evidence provided and noted an email dated March 25th that states gambling issues. Could you please confirm the exact date on which the casino closed your account? Additionally, have you made any deposits during the period between March 25th and the account closure?

Thank you in advance for your reply.

Yes. They finally closed my account on 15 th April. Yes I continued to deposit. And was encouraged to go so by casino. I deposited £500 in this period

Hello Buster642008,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please forward proof of the deposits made after March 25?

Thank you in advance for your reply.