Rolletto Casino - Failed self-exclusion.

Jag spelade på ett casino utan svensk licens. Jag har sakt till dom om mina spelproblem och min spelmissbruk men dom lätt mig spela ändå och sätta in pengar. Jag skrivit i emailet specifikt :

"Please close my acount I have a gambling addiction , I have lost my money for rent , it feels shit. Thank you."

Jag kunde ändå göra insättningar för pengar som inte är äns mina. Jag har alla emails som jag kan skicka till dig privat. Hade uppskattas för pengarna är lånade pengar och inte mina egna. tack.

Dear mandimani,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Har skickat bilderna!

mandimani, thank you for your email. I am sorry, but all pictures are blurry and I cannot read anything. Would you be so kind and provide everything again in better quality? Thank you in advance.

Hej , har skickat samtliga bilder igen!

Thank you for sending the email again, mandimani. Do I understand correctly that you requested self-exclusion on the 11th of August, but your account still hasn't been closed?

Precis , men dom stängde ner det efter många mejil men dom "mjölka" mig riktigt bra hela vägen tyvärr.

Thank you very much mandimani for your cooperation so far. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear mandimani,

I looked at your complaint as well as the provided screenshots and I understand the situation. Before I contact the casino, could you please state the date when the self-exclusion was applied to your account?

jag vet inte exakt men dom stängde av mig efter jag sa att jag inte har några pengar kvar. Dom svarar mig inte på eamil eller något, väldigt oseriöst casino.

Thank you, mandimani, for your reply. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Rolletto Casino to join this conversation.

Dear Rolletto Casino team,

Can you please state the reason why no restrictions were applied to mandimani’s gaming account until after more than two weeks since the initial request to be self-excluded was sent?

Lycka till att få ett svar , jag har väntat på det i över 1 - 2 månader. Men jag hoppa dom svarar!

Hoppas*

Dear mandimani,

Unfortunately, we still haven’t received a response from the casino.

We would like to ask Rolletto 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, we will close the complaint as ‘unresolved’.

Tror ni min bank hade kunnat hjälpa mig?

Dear mandimani,

If all payments were successfully credited to your account, I don’t think there’s anything your bank could do, unfortunately. In case the casino doesn’t respond to this complaint, I would recommend you contact its Licensing Authority (Curacao eGaming).

We’re still waiting for a relevant response from the casino.

Good day, 

Sorry for the delay in replying. 

We are investigating the case and as soon as I receive an answer we will contact you.

Please be assured that we will do our best to solve the problem as soon as possible.

Thank you. All the money is loans i have taken to play at your casino. My life is very bad right now becouse off this. Hope you can help me.

Dear mandimani,

Please be informed that we have discussed your case with the casino representative. They claim that the e-mail you sent on August 11, 2021, was never received.

Could you please make a screenshot of your e-mailbox, where all messages you received from and sent to customer support on August 11, 2021, and August 12, 2021, would be visible? You can forward the screenshots to andrej.p@casino.guru.

Dear mandimani,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply and/or provide the requested information in the given time frame, I will have to reject your complaint.

Jag ber om ursäkt Andrej. Jag har svart och skickat samtliga emails. Tack för din hjälp!

Thank you, mandimani, for forwarding the screenshots via e-mail. Could you please make a screenshot of your outbox where the e-mail you sent to the casino on August 11, 2021, as well as other e-mails you sent to the casino in the same time period would be visible?

Jag har försökt hela dagen för att få tillbaka alla mailen men jag lyckas inte. Jag tog bort allt då jag blev väldigt depprimerad av att bara kolla på emails och alla insättningar. Finns det något sätt jag kan göra? Finns det någon chans casino kan erkänna sitt misstag , jag vill verkligen komma bort från den här mardrömmen.

Dear mandimani,

I’m afraid that without the requested information, we will not be able to confront the casino and help resolve the issue. Do I understand correctly that you have removed all relevant e-mails from your mailbox?

Inte alla e-post , jag har inte kvar just det meddelandet. Men jag har sakt till dom fler tall gånger inte enbart i mail utan också på chatt. Jag har sakt , pengarna är lån osv , dom har verkligen förstört mitt liv. Jag försöker och skriver till dom dagligen men dom bryr sig inte.

Not all eamils are gone. I have some left i have even told them in the chatt , i have a problem i must win , the money is loan. They have only told me "good luck and we hope you Will win in the Future" my life is destoryed totaly. I cant sleep or eat , i am just at home. They dont even care about good will , they absolutly dont see there misstakes. I hope nobody will ever go thurth off What am going throuh right now.

the money is "sms lån" its the must expansiv loan in the market every month i it goes upp 3 % off the 3500 euro , today its 3650 euros, and minimum payment is 150 euros every month its alot off money for me . i dont have a Job i will be in debbt to them very very long time. I feel so sick.

Please just talk to them meaby they can do something for good will or anything, i just want to go out off this nightmerr.

Thank you agin

I’m really sorry to hear that, mandimani. Unfortunately, as mentioned earlier, it’s close to impossible to confront the casino without the proof that you’ve sent the e-mail (since the casino has no record of it). Is there a chance that the deleted e-mail is still in the ‘Trash’ folder in your mailbox?

In addition, I strongly recommend you read this article - https://casino.guru/how-to-gamble-safely. There are lots of tips on how to keep gambling addiction under control. I truly believe they can be helpful.

Snälla andrej, jag ber dig gör bara ett försök, diskutera min situation med dom , snälla.

Dear mandimani,

I tried. Unfortunately, the casino is not willing to reconsider its decision in this case.

As explained before, without the necessary evidence, we cannot confront the casino and/or make an informed decision in this case.

There’s also the option to contact the Licensing Authority of the casino (Curacao eGaming).

Please let me know if you decide to do so and/or our assistance is needed.

Dear mandimani,

Have you contacted the Licensing Authority? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given timeframe, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because mandimani has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

Dear mandimani,

Should you have any questions and/or require further assistance, feel free to contact me via e-mail. My e-mail address is andrej.p@casino.guru.