Rollbit Casino - Player's self-exclusion request not honored.

Hi,

The 7th of April I wrote to Rollbit support and told them to self exclude my account permanently.

However, the 13th of April, almost a week later, I was somehow able to still login and lost another $672,65.

Is it just me, or should this not be possible? I took the step and self excluded because I felt like I was just loosing unnecessary money, but apparently they didn't block my account, and today after a night out I came home, and gave in to the addiction.

Feels illegal.

Can you help?

Hello actiqdino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi,

I requested a self exclusion - I wrote them an e-mail (I attached a screenshot) saying that they need to self exclude my account permanently.

However, apparently, they needed me to write another e-mail 'confirming' - after I already confirmed what I wanted in my second e-mail.

Is this really allowed practice? Sending a sneaky little e-mail, that I didn't see, asking me to confirm AGAIN that I want to self-exclude.

I just want to bring your attention to the fact that even though I wrote them again 13th of April, I still haven't been self-excluded until 15 minutes ago (when I realized it and wrote them again). Please see attached screenshot of mail thread. Is this really OK behaviour from a Casino? I haven't lost more funds since last time.



Hello actiqdino,

Based on the screenshot you provided, the casino requested a confirmation on 13th of April which you did not do and replied only days later. Please note that you mentioned nowhere anything regarding gambling issues or addiction as it is what the self-exclusion is for therefore the casino was not obligate to exclude you or refund back anything.

Is there anything else we could assist you with now as your account is closed?

Dear actiqdino,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.