Roostino Casino - Player requests a refund for closed account.

Hallo,

ich habe 2000 Euro eingezahlt.

es gibt keine Sperren nach 60 min man kann unendlich einzahlen und auch kein Selbstausschluss ist möglich. Dadurch habe ich immer mehr und mehr Geld eingezahlt. Zudem ist diese Regelung nicht mit deutschem Recht verbunden und ich habe gesehen dass es in Deutschland auch nicht erlaubt ist.

zudem ähnelt der Aufbau sehr dem Casino Spinrollz und alfcasino wo ich bereits als spielsüchtig gesperrt bin - es ist daher bei einem gleichem Aufbau der Homepage sehr interessant hier ein Konto eröffnen zu können und einzahlen und spielen zu können.

das Casino weigert Sich zurück zu zahlen

aus diesem Grund möchte ich die 2000 Euro zurück haben

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example of a self-exclusion request applicable to this casino /template :

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Roostino Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo,

habe die Mail gesendet.

Zugriff habe ich jetzt nicht mehr. Die Einzahlungen waren am 1.8

Thanks for your reply.

According to the email you sent me, the disclosure about your gambling addiction was sent to the casino on August 1st.

Have you received any response from the casino since then?

Do I understand correctly that you registered at the casino the same day, or at the very least recently?

Please let me know.

Ja genau am selben Tag registriert.

die Antwort vom Casino ist dass mein Konto nach meiner Mail nun gesperrt wurde und ich mich somit nicht mehr einloggen kann. Eine Rückerstattung schließen sie aus weil es mein Verschulden und Problem ist sich nach der gesetzlichen Lage zu erkundigen

Thanks for your reply.

I went over the information you provided; however, from our point of view, the casino closed your account shortly after you informed them of your gambling issues, based on the communication and timeline of events you provided. We can't argue that the casinos are associated based on the impression that they look similar, and even if they were, self-exclusion confirmation from either would have to specify Roostino as applicable for self-exclusion to be considered evidence of player protection. Since the casino acted correctly in closing your account, there is little we can accomplish in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.