The player from Italy faced issues with the casino, which refused to refund purchased tokens, stating they were non-refundable. The player indicated intentions to contact the relevant authorities regarding this matter. The Complaints Team was unable to proceed with the case due to a lack of response from the player to follow-up questions, resulting in the rejection of the complaint. The team remained open to assisting the player should he choose to resume communication in the future.
Rollblock Casino - Player seeks refund for purchased tokens.
Amount: 230 ₳
Rollblock Casino
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
They refuse to refund the tokens I purchased, claiming they are non-refundable?? I have already informed them that I will be contacting the relevant authorities. Thank you.
Automatic translation:
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2 months ago
Dear Lorenzo84,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing regarding the refund of your purchased tokens.
In order to better understand the situation, I’d like to ask a few additional questions:
- Could you clarify the type of tokens you purchased (e.g., in-game tokens, bonus tokens, etc.) and when the purchase was made?
- Did the casino provide any specific reasons or terms stating why the tokens are considered non-refundable?
- Were you informed of the refund policy before making the purchase, and was there any mention of the tokens being non-refundable in the terms and conditions?
Your cooperation is crucial for us to proceed with this case. Without your input and these details, we won’t be able to take the necessary steps to address the issue. If you have any relevant communication or documentation related to this, please feel free to forward them to petronela.k@casino.guru.
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
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1 month ago
Dear Lorenzo84,
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.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.v
