Roostino Casino - Player's account was lifted from self-exclusion.

Ich habe mich bei diesem Casino permanent sperren lassen und nach meiner Bitte meine Sperre aufzuheben haben diese es getan und danach habe ich 4800 Euro eingezahlt und verloren obwohl ich Auszahlungen hatte habe ich diese storniert und weiter gespielt. Hätte das Casino meine Sperre nicht aufgehoben obwohl ich mich für immer sperren lassen habe hätte ich nicht spielen können. Außerdem möchte ich anmerken lassen dass ich mich schon zwei mal Sperren lassen habe und bis heute musste ich keine KCY Verifizierung abschließen obwohl ich innerhalb von 2 Monaten 15000 Euro eingezahlt habe und verloren habe dass ist doch nicht normal

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 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

Ich habe ihnen das per E-Mail weitergeleitet aber ich kläre das gerade noch mit dem Casino selbst die überprüfen das gerade vielleicht bekomme ich das Geld zurück

das Casino will mir meine Zahlungen nicht zurück erstatten obwohl ich am 13.05 mich permanent sperren lassen habe und nach einer Woche schon wieder reaktiviert obwohl die von meinem problematischen spielverhalten gewusst hatten

Thank you for your email.

In the communication you provided, the reason for requesting account closure was not explicitly stated. Please note that we can only assist with refund requests in cases where the player clearly indicated gambling addiction or gambling-related harm, and the casino failed to close the account and protect the player.

In this situation, where the request only refers to account deactivation without a stated responsible gaming reason, we are unable to hold the casino accountable for a breach of responsible gambling policies.

At this stage, the best we can do is assist you with submitting a proper permanent self-exclusion request, if you would like to proceed with that option. Please let me know if you are interested.

Das ist doch lächerlich wie sie sehen konnten habe ich um eine permanente Schließung gebeten das bedeutet für immer und diese haben es nach einer Woche wieder eröffnet kaum war es auf habe ich wider 5000 Euro eingezahlt, dass Casino wusste von meinem problematischen Spielen weil ich es immer um bonien gebeten habe und immer explizit erwähnt hatte das ich kein Geld mehr habe. Der Sinn meiner Konto permanenten Konto Schließung wurde nicht eingehalten egal ob die E-Mail Formel falsch war der Sinn war eindeutig

Hello Ahmet17,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was away from the office.

I would like to clarify one important aspect of responsible gambling complaints. There is a significant difference between a standard account closure request and a self-exclusion request made due to a gambling problem. While casinos are expected to process both types of requests, a gambling-related self-exclusion typically triggers additional responsible gambling measures designed to prevent further gambling activity.

For this reason, when reviewing responsible gambling complaints, we look for evidence showing that the casino was clearly informed that the player was seeking account closure because of a gambling problem or gambling addiction. If a player requests account closure without indicating this reason, the casino may reasonably treat the request as a standard account closure rather than a responsible gambling matter. Without such evidence, we cannot conclude that the casinos failed to follow their responsible gambling obligations. This is not a matter of focusing on specific wording for its own sake, but rather of establishing whether the casino was made aware that enhanced responsible gambling protections should have been applied.

As I have already mentioned, the most we can do is guide you with a proper self-exclusion request.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Roostino Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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

Please send another email to Roostino Casino and keep me informed about any further developments. Thank you in advance.

Okay gut aber danach wusste das Casino dass ich spielsüchtig bin siehe Screenshot und danach haben die wieder mein Konto geöffnet und ich habe wider Geld verloren knapp 3300 Euro wie sieht’s damit aus

Could you please specify the date on which you informed the live chat agent that you were struggling with gambling addiction? The screenshot you provided does not show the date or time of the conversation.

Also, did you send the self-exclusion request to the casino as I instructed in my previous reply?

Am 26.05 um 12:43 seit dem habe ich denen das mitgeteilt selbstausschluss nur so wie ich ihnen das geschickt hatte

Has the live chat support responded to your messages in any way? If so, please include their response as well.

Please also bear in mind that live chat agents are often outsourced and may not have access to players' accounts. That is why it is important to review the casino's Responsible Gaming section and follow the instructions on how to request self-exclusion properly.

Additionally, kindly forward me the account closure request based on the template I provided, and let me know whether the casino has responded so that we can proceed with the investigation as soon as possible.

Dear Ahmet17,

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.

ich habe wie zuvor mich am 13.05 per E-Mail sperren lassen so wie ich ihnen das geschickt habe mit meinem eigenen Wörtern und nicht so wie auf dem Muster was sie mir geschickt haben so wie auf dem Muster habe ich das erst am 30.06. wie gesagt nach dem 13.05 habe ich mich selbst entsperren lassen und wieder viel verzockt am 26.05 habe ich dem Live Chat explizit gesagt dass Ich Spielsüchtig bin wie auf dem Screenshot zu erkennen was aber schon vorher Bekannt war dann haben die mich gesperrt und nach dem bekannt geben meiner Spielsucht konnte ich mich wider entsperren lassen was nicht hätte sein dürfen und dann wider viel Geld verzockt, dieses Casino tut garnichts gegenüber den Spieler Schutz wie zu sehen ich will wenigstens nach der bekanntgebung meiner Spielsucht meine Einzahlungen wieder das Casino wusste Bescheid von meiner Spielsucht und dass ich sogar wegen der Spielsucht aktuell mich in einer Spielsucht Reha befinde dennoch haben die mich weiter einzahlen lassen. Am 30.06 habe ich das Muster was sie mir geschickt haben an das Casino weiter geleitet darauf haben die mein Konto gesperrt habe es aber seit dem auch nicht mehr versucht wieder zu eröffnen, aber ich warte immer noch auf meine ein und Auszahlungsbilanz. Die ganzen Screenshots vom 26.05 schicke ich ihnen per E-Mail und den selbstausschluss vom 30.06 auch. Ich wette mit ihnen wenn ich den schreibe macht mein Konto wider auf dauert das ganze keine 2 Stunden und mein Konto ist wider eröffnet, was ich nicht verstehe wenn ich meine eigene email wegen selbstausschluss schreibe dass ich mich wegen Spielsucht permanent sperren möchte was ist da der unterschied von ihrem Muster das macht doch kein unterschied ich finde meine email vom 13.05 ist auf alles eingegangen das ich mich permanent sperren lassen möchte denn konnte ich danach mein Konto 2 mal wieder eröffnen und einmal sogar danach wo ich offiziell bestätigt habe dass ich spielsüchtig bin deswegen ist die Sache doch eindeutig.

Dear Ahmet17

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, Michal (michal.v@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,

Veronika

Hello Ahmet17,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Roostino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 Ahmet17,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V