The player from the United Kingdom requested account closure due to a gambling problem but sent the email to the wrong department after depositing £130. Although he realizes the mistake, he believes the casino should have escalated the matter considering his situation.
Rolletto Casino - Player's account closure request is delayed.
Amount: £135
Rolletto Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for player to reply
5d 21h 57m 0s
Case summary
yesterday
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6 days ago
I emailed Rolletto to tell them to close my account because I had a gambling problem. I realised after I deposited £130 that I sent the email to the kyc department, and they told me to contact chat. I only saw their response a day later after sending the email.
I appreciate I sent the email to the wrong dept but they still explicitly knew I had a gambling problem so should've passed the matter onto someone else.
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5 days ago
Hello mrkrm,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- How fast did the casino respond to you?
- How long after you request did you deposit?
Please note that such requests take up to 72 hours to be processed so if you did deposit right after your request, it is not refundable anyway.
Looking forward to your answer.
Regards,
Nick
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5 days ago
Hi,
My account is now closed, but at the time i emailled it was already verified.
The kyc team did respond to me in a couple of hours, but they told me i had to contact live chat and they left it open and allowed me to deposit £130. I deposited after a few hours I sent the email ( I relapsed)
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5 days ago
This is not fair that requests have to take a while after I submit them. I emailled them literally telling them I had a problem and they did not close my account when they responded.
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yesterday
Hello Mrkrm,
Unfortunately, if you made a deposit immediately following your request, those funds are not refundable. Please understand that the casino support team manages a high volume of requests daily, which can limit their response capacity; hence, the 72-hour processing period for such requests.
If they closed your account within this timeframe, they acted in accordance with their policies, and deposits made during this period remain non-refundable.
Is there anything further we can assist you with?
Best regards,
Nick
mrkrm has 5d 21h 57m 0s to reply
