Roostake Casino - Player’s account remains open despite closure request.

I requested my account to be closed after having terrible luck at this new casino. The support staff advised me that my account had been closed via email.

The next day I tried to log in, and I was still able to. I then tried to deposit and bet, which I was also able to do.

This is a violation of responsible gaming.

I then emailed them requesting that the deposited amount (after being told my account was closed) be refunded back to me. They have refused siting that I could have closed my account myself from my profile (which I didn't know about) and that my account was closed as requested.

I then checked again, and again it was not closed. I then threatened them, saying I would report them if they didn't refund my cash, only then did they finally close my account, but still refused to refund the 500usd that I had deposited after the date which they had said it was closed.

Dear lukem,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the 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 protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Have you expressed suffering from any gambling problems
• Have you unsubscribed from the casino's marketing communication?
• Is your account currently blocked?
• Have you used the self-exclusion feature found in your player's account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hey Tomas,

The last contact I had is in the attached emails from my original complaint.

No I didn't advise them of gambling issues, only that I had a terrible experience, due to lengthy time between email responses, promo 300% 1st deposit banners that took you to the deposit pages even though you had to go to the promo pages to activate it BEFORE actually making a deposit and games that after 125 spins where not one of them even made back the cost of the bet, therefore asking them to cancel my account.

I have not as yet unsubscribed from marketing material as I would have thought the cancellation would have included that.

My account is now blocked, but that was only in effect after my 2nd last communication with them.

In previous emails I asked for my account to be cancelled, they responded saying they had cancelled it.

I logged in to check, and there were no messages saying my account was closed nor did they advise me about any self exclusion being available.

I tried a deposit to see if they simply cancelled that ability, but the deposit went through and I could bet without any restrictions.

After losing the above mentioned amount, I contacted them again asking why it hadn't been cancelled as requested, and for a refund. Only then did they advise me of the self exclusion option, and that I wasn't getting a refund, since they had manually cancelled my account as requested

Then I tried to log in again, and found I could still log in.

So I sent another email demanding a refund and threatening to log a complaint, they replied with no (all of this is in the emails) since they had supposedly done as I requested, even though if they had, I wouldn't have been able to deposit the 500 in the first place.

I understand your frustration.

From our point of view, if you don't inform the casino about suffering from your gambling problems, you are still responsible for any subsequent gambling activity, wins, and losses. Account closure doesn't represent player protection, since it is often possible for accounts to be reopened on request, and there is no signal to the casino that you need to be protected.

For us to ask for a refund, we need to conclude that the casino had an obligation to protect you. Unfortunately, based on the evidence you supplied and the description of events, we are unable to reach such a conclusion.

Moreover, while marketing communication might be discontinued after account closure, the possibility remains that it was not. Be sure to unsubscribe directly from newsletters you receive, or contact support to make sure you are unsubscribed.

For more responsible gambling tools and information, you can read more in our guide https://casino.guru/responsible-gambling-guide

Since you confirmed the casino closed your account, there is nothing else we can assist you with, and the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.