Rolletto Casino - Player's account closure request is delayed.

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.

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

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)

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.

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

That makes no difference in my opinion. They allowed me to deposit knowing I had a gambling problem.

Hello Mrkrm,

I’m sorry for the inconvenience, but there is a distinction to be made: the casino was unaware of your gambling addiction until they received and opened your email. This is why it’s important to understand that processing a self-exclusion request can take up to 72 working hours.

As mentioned earlier, deposits made after submitting the request are non-refundable.

Given the above explanation and since your account is now successfully closed, I will proceed with closing this complaint.

Best regards,

Nick