Rollbit Casino - The player's self exclusion failed.

Permanent Self Exclusion not honored, Rollbit won't take accountability for their mistake even though it would have never happened unless they ignored a request.

On ~1st august 2021 I requested a self-exclusion which would be permanent under the note to never unban my account. The representative agreed to my request and self-excluded my account with noted as permanently and not to be unbanned. Yet just some week later I was able to have my account ready for gambling, since then I've been losing well over 50,000. I Contacted rollbit through email to have the situation rectified as this should have never happened and if they followed a simple exclusion with a literal note themselves added to be permanent everything would have been good.

In the email, I received this response

"

Good day there,

You asked for your account to be re-enabled. We re-enable accounts when requested, except for users with gambling problems. We're afraid we won't be able to assist you with this."

The problem with this is that their ToS clearly states this!

"

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.

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

"

Proving that what they are saying is not accurate and should be rectified as they undid a protection that I had to prevent me from gambling for their own benefit.

Hello christt,

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

How exactly did you request for the self exclusion in the past? Do you still have the e-mail or the chat transcript where you requested it? Did you ever mention that you have gambling issues to the casino?

Please send all the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello, yes i attached the Transcript when it asked me for it before opening the complaint. I emailed you now with the full transcript. And also their ToS. I made it super clear in the transcript with them ( live chat ) and they confirmed everything.

Hello christt,

Did you ever mention gambling problems to the casino? Based on the screenshots you provided from the time of your account closure, you asked only to be closed not self excluded. Please note that self exclusion is only for gambling addiction and any other way of "account closure" can be undone by requesting it. Unfortunately we won't be able to help you out if you never mentioned gambling addiction to the casino as it is counted as account closure with a possibility to reopen it.

Regards,

Nick

Hello christt,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.