Rollbit Casino - Player’s attempts to self-exclude themselves have been overlooked.

I have told the casino oppretor i have a gambling addction , even after that they let me gambel away further more money. How is this okey? The dont even follow there own ruls? Please help me. I have all the eamils left.

Dear Helpme,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the actual emails showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru.

I have checked the general terms and conditions on the website, and this is what I found https://rollbit.com/responsible-gaming:

"Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span of 6 months and 5 years. They also will explain all future steps and what we need from you.

•email: support@rollbit.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion, you may not create a new account. Every attempt to create a new account during Self Exclusion violates our Terms of Service and may result in the permanent ban of your original account."

Is support@rollbit.com the email address where your requests have been sent?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Helpme, for the forwarded screenshots. Do I understand correctly that you have informed the casino about your gambling problem for the first time on September 8th?

Yes! Thanks!

Yes! Thank you so much for your help!

Thank you very much, Helpme, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: I have corrected the disputed amount from €2,000 to €447.

Thank you so much !!!

Hi Mahmoud,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rollbit Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Rollbit 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Mahmoud,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter