The player from Germany had a permanent self-exclusion from the casino but requested and had his ban lifted, leading to significant losses of €15,000 without undergoing KYC verification. He questions the casino's policies and the lifting of his ban, as he believes he shouldn't have been able to play again.
Roostino Casino - Player's account was lifted from self-exclusion.
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Waiting for player to reply
6d 23h 0m 7s
Roostino Casino
Safety Index:Very lowCase summary
Discussion
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18 hours ago
Translation
I had myself permanently banned from this casino, and after I requested that my ban be lifted, they did so. Afterwards, I deposited €4,800 and lost it all. Although I had withdrawals scheduled, I canceled them and continued playing. If the casino hadn't lifted my ban, even though I had requested it permanently, I wouldn't have been able to play. Furthermore, I'd like to point out that I've already banned myself twice, and to this day I haven't had to complete any KCY verification, even though I deposited and lost €15,000 within two months. That's not normal.
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1 hour ago
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1 hour ago
Dear Ahmet17,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
