Rooster Casino Does Not Follow Account Closure Rules

Hey there,

I would like to add some points to this subject if you don't mind.

Not only is the Self-Exclusion request a matter of utmost importance, but I'm also sure it is quite a straightforward process if held responsibly on both sides. To begin with a relevant detail, are we by any chances talking about the Rooster Bet Casino instead?

In any case, if you informed the casino you are a compulsive player, hence you request the self-exclusion from the casino, such a request should be carried out as efficiently as possible. Sometimes the casino needs to verify the account first, sometimes an active balance prevents immediate account closure, yet still all must be done to prevent the players from further harm.

Well, even when it comes to the refunds, I think it would be best to provide further details. For example, when and how did you ask for the aforementioned self-exclusion? How did they respond? Or which deposit do you believe you should get from the time perspective?

To add something to the restricted country topic, I think it's good to know whether the casino used this fact against you when you tried to withdraw your funds or not.

It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

In any case, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,200 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Should help you at least a little bit.

We will be here for additional information, thank you.

Unfortunately, such cases are really difficult to handle. If a player doesn't say clearly that the account should be closed because of an addiction, the casino is not able to do so as they cannot know about this addiction.🤷‍♀️

So, if you didn't indicate that straight away, I am not sure if our complaint team will be able to help.

We need to wait now and see how it will unfold and if our team will be able to get to the resolution of your case.

I wonder how it is possible that you deliberately omit my description of the problem.

I officially requested to close my account on August 09th as per their live chat instructions

Sorry if you feel this way. All I was trying to say is that the casino is supposed to close the account of each player right away they mention the gambling problems, or addiction. If the player doesn't mention it, the casino is not able to know by any chance that this player has got some problem.

If you did mention your gambling problems, the casino should close the account.

I would like to recommend you read our article about how we review all the casinos, so you have a better idea about our work. Hopefull it'll help.

Also, as Radka wrote in her previous post, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, so please take into consideration this action as well.