Live Chat Request

Can a casino from which I am self-excluded refuse to provide me with a copy of the conversations I had with one of their agents (who no longer works with them) where I clearly indicate my gambling addiction?

I believe that if it is needed as evidence, they should provide it, of course.

May I ask if it is needed in some of your complaints here on our website?

Yes it is necessary for the complaint against rokubet

You know the casino can refuse anything.

The point is whether the explanation provided makes sense or whether they just don't want to cooperate in general.

Some casinos even say they can't provide chat transcripts; in some cases it is really a sort of platform issue, especially if your account is already closed and the person has left the company.

It is sad you did not capture a screenshot. 🙁

And in fact they are telling me that they cannot provide me with the transcripts, they refuse to provide them to me because there is evidence against them, so there is nothing I can do at all?

I understand the casino said they can't provide the transcript. I believe I already added another insight to it.

As far as I can see, you are convinced the casino refuses instead of technically not being able to provide it. Ok, I have no reason to oppose your opinion.

To form my own though, could you tell me how exactly you were told that the transcript is not available?

In any case, I don't think there is much you can do.

Out of curiosity, I spotted many recently opened complaints, and all seem to be related to the same matter. Is that so? Well, every time you intend to self-exclude in a casino, always capture a screenshot of your formal request, especially if you mention gambling issues.

So the casino initially agreed to provide me with the conversations, even sending me some screenshots, but after seeing the incriminating part they changed their story and told me they could no longer provide me with the chats, so I'll send you the screenshots.

I don't see you have any pending complaints against Rokubet, though.

So, whom would you like to send the screenshots as you said, please? Or am I missing something here?

Really? That's a very intriguing course of events. Has the casino employee told you so?

Please ensure the screenshots will be provided to the complaint handler.

May I finally know which casino we are talking about, please? Just in case you could use a direct link to the proper complaint. Might certainly be handy.

Unfortunately you did not accept my complaint for the dates, we are talking about the Rokubet casino

Okay, now I understand.

I can see that your complaint was rejected due to the fact that it was an old case, and unfortunately our team wouldn't be able to intervene now.

I'm really sorry that we couldn't be of any help with this casino anymore.