Roku Casino - The player's self exclusion was ignored.

Hello Xotin35,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roku Casino. Please allow me to ask you a few more question before we would move forward.

Is your account still active at the moment? If not, since when it is closed? What did the casino respond to your request? Could you please forward their answer and proof of deposits which happen after the request to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

The account is closed and the casino answered me giving me long that I had to write in English or Russian... and there were 3 deposits of €25 a total of €75. I don't have the statements because I no longer have access to the account.

The account was closed when I realized that I could continue entering, I looked at the mail and requested it with a translator.

I request a refund of €75. Since they are the ones who should translate and not me. Since they are the ones that allow Spanish players.

Hello Xotin35,

We have received evidence from the casino that the contacted you immediately after your request to resend it in English or Russian language. As you requested it only hours later, the casino can't be responsible for the loss between the Spanish and the English request. I believe that players would prefer that the casino would translate every single request but as they may receive tons of requests daily, it is not mandatory.

Unfortunately we have to reject the complaint as the casino reacted immediately to your request in Spanish language and also closed your account immediately after requesting it in English.

Best regards,

Nick