Rolletto Casino - Player’s attempt to self-exclude themself has been overlooked.

I'm writing to complain against rolletto responsible gambling policy.

On 8 January 2021 I emailed clear instruction for my account to be self excluded for 12 months.

The guidance on their website is:

Self Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self exclusion for a period of between 6 months and 5 years.

I firstly asked online chat to exclude me for 1 year, they told me to send email request to support@rolletto.com, which I did on 8 January.

My account was blocked but self exclusion request period ignored and I was able to regain access to my accoun on 13 January. So they have mo controls in place to put in self exclusion - all they will do is simply block and unblock your account whenever you like.

Others should warned that Rolletto have no social responsibility measures to protect gamblers from cooling off periods and the self exclusion options stated on their website do not in fact exist.

Dear Dcressman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://rolletto.com/en/static/terms/responsiblegaming:

„Self Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self exclusion for a period of between 6 months and 5 years.

Contact Info

If you have any questions or need further information, contact us on the following:

support@rolletto.com"

Is this the email address that you have sent your email to?

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

I have forwarded my email sent to the casino on 8 january, title self exclusion and requesting 1 year period, and to the email address specified

Thank you very much, Dcressman, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Dcressman,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

Hello,

This customer requested increased withdrawal status after substantial winnings which we granted and let him withdraw huge amounts. We gave him a VIP status.

After that, he asked us to block him, which we did. Then he asked us to reopen, which we did only after asking for a selfie and a handwritten request.

Then he lost multiple times and asked for cashback/bonus. We credited him 500 eur which he lost.

Considering everything, in our opinion the player has to be responsible for their actions and make better decisions in the future.

You have avoided the question!

Specifically that of actioning my self exclusion in 8 January.

The history of my account is not relevant. I take responsibly for all my actions up until the point I emailed clear instruction on 8 january for a 12 month self exclusion. I emailed exactly as requested on your sites instructions on self exclusion process, and you have not followed through on that request.

You say the player has to be responsible for their actions.

But you dont give the players the tools to take action.

So why not have functionality on your site to allow player to select a time out or self exclusion period automatically, and then the account automatically reopens when time out or self exclusion served.

Or at very least, if player has to request such actions, the casino surely has tge responsbility to action them seeing as player cant.

The only thing you do is block and unblock account, but the block doesnt count for much when player can reopen at any time.

It's all about casino caring more about profit than player welfare.

Of course you will happily increase my withdraw limits, add bonuses when I have lost, unblock my account when I request becasue all these things keep the player playing even if trying to stop and control, like I was trying to do when I requested a self exclusion on 8 january. I did it because I needed to put brakes on gambling - but your casino has not allowed this. A block that can be reopened at any moment is not what I requested and a self exclusion 12 month request is a request from a player that should be taken more seriously by a casino - it even says on your website for more serious problems players can request self exclusion. So it's a red flag to you my problem is serious and you have overlooked it and casino has taken no action to put measures in place to protect player either by auctioning such requests for players, or allowing players to have access to action these responsible gaming tools themselves.

Dear Rolletto Casino team,

I understand your point of view. You showed a gesture of goodwill and it kind of backfired. However, it doesn't change the fact that the terms have been broken. As mentioned above, it is clearly stated in your responsible gaming section:

"Self Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self exclusion for a period of between 6 months and 5 years."

Why wasn't the player self-excluded for 1 year?

Dear Peter,

Please be informed that the player has been self-excluded for one year upon player’s respective request. The account has been blocked effectively. According to our responsible gaming policy the self-exclusion will be carried out upon the respective request of the player. The account will be blocked and the player is effectively not able to play. Our Self-exclusion policy says:

"Self-Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self-exclusion for a period of between 6 months and 5 years."

This policy regulates (solely) the possibility of self-exclusion, i.e., blocking of the account. The account blocking prevents the player from using the services, unless the player proactively requests the reopening. Therefore, many casino operators have the rules which state that during the self-exclusion period no account reopening is possible. Our rules (as mentioned above) don’t state it. Therefore, we haven’t breached our own rules of self-exclusion.

Due to the current misunderstanding with the rules, our company will implement a new explicit policy of Self-exclusion which will explicitly state that the reopening of the account during the self-exclusion period will not be possible.

Why does a self exclusion need to state that.

So only going forward you will explicitly prevent reopening - so too late for me and cost me more thank 20k.

Juat becasue your policy does not explicitly state this previously doesnt mean it should be acceptable.

Self exclusion request for 12 month is a 12 month self exclusion no matter whether player proactively requests reopen. The whole point of self exclusion request is for that very reason. By letting me unblock again you havent allowed proper self exclusion.

The account wasnt blocked effectively for 1 year. Your opening para is untrue. As how I am able to lose 24k after 8 january when I requested self exclusion

A policy should not have to state that no account reopening is possible in self exclusion period.

By definition in it's own right self exclusion for 12 months is self exclusion for 12 months.

To say you havent breached policy because you dont state that account cant be reopened is non sensible and utterly rediculous because self exclusion for 12 months is what it is, it doesnt need further clarification in policy it is exactly what it says it is!!!!!!!!!!!!!!!!!!

Hi all, thanks for your replies.

Dear Rolletto team,

The player asked for a self-exclusion on the 8th of January. When exactly was his account closed and when was it reopened and under what circumstances?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you very much for your letter.

Please be informed on the following:

The Player asked for self-exclusion on 8th January, 2021 (for one year) and then repeatedly on 13th January (for 3 months).

The Player’s account has been blocked on January 13th and the player has been informed that the account would be blocked until the explicit request for the reopening was made.

The Player requested the reopening on January 13th. The Player was requested to provide his KYC documentation and after the provision thereof the account was opened on January 14th, 2021.

Regards,

Rolletto team

So my self exclusion on 8th jan was ignored, and even 3 month exclusion on 13th ignored.

So all you are proving in your response is it was impossible to request and have auctioned a self exclusion.

All you have done is block and unblock again by player sending a selfie of themself.

So you have confirmed you didnt grant my self exclusion.

A player asking for self exclusion should not be given opportunity to reactivate before that period.

You seem unable to realise this. Your stated self exclusion policy on website at time of my request was non existent.

And has enabled you to profit 28,000 in deposits made since 8 January request

In fact u completely ignored my request for 1 year exclusion on 8th.

I had to request again on 13th as 5 days had passed and nothing had happened not even a block on account or acknowledgement of my email request on 8th.

So on re requesting as 1 yr request ignited I reduced request to 3 months and then u blocked but did not self exclude me for even 3 months, as u allowed me to reopen within 24 hrs by simply sending a selfie

Hi all,

Thank you for your replies. I discussed this issue with the team and the management. Dcressman, I have a question for you. Did you at some point mention a gambling problem when asking for a self-exclusion? I'll explain why I'm asking. The concept of "self-exclusion" should serve the purpose of helping players with a gambling addiction and prevent them from playing and losing all their money. The self-exclusion should be irreversible, no matter if it's for a certain period of time or permanent. Unfortunately, this is not an industry-standard yet. Many casinos offer the option to close/block a player's account with the possibility of reopening later under certain circumstances and call it "self-exclusion". This is where the confusion comes to play and that's what causes the most issues. On one side, the players who self-exclude themselves even without giving a reason think that they will not be allowed to play anymore, and on the other side, the casinos let the players reopen their accounts because they consider the account to be blocked or closed only temporarily since the player didn't mention a gambling problem. Our position, in this case, is the following: if you asked for a self-exclusion and informed the casino that you had a gambling problem, the casino should have closed your account permanently without the option to reopen and you should get your deposits back. However, if you asked for an account closure/block/self-exclusion without giving a reason, the casino acted in accordance with its terms and conditions and we can't really force it to refund you.

Disgraceful that you have to specify this.

In terms it said if problem more serious you can email support to request a self exclusion.

So by definition of their own terms, my request for self exclusion means the problem is more serious.

No I didnt spell out in my email request - I simply asked for exclusion for 1 year. The request is black and white - how am i meant to know it requires embellishment.

Why didnt it say in their terms then that for it to be enforced tou have to specifically write you have a gambling issue. I mean a self exclusion request for such an extended period signals that very clearly.

The casino had no system in place for a self exclusion to be enforced in any case. They even admitted that on the live chat that.

No player protection whatsoever.

Hi Dcressman,

I fully understand your frustration. I can only recommend you always be more specific when it comes to any type of self-exclusion/account blocking. When you inform the casino that you have a gambling problem properly, the casino should act immediately and not let you play anymore under any circumstances (there may be very special and rare exceptions). When it comes to gambling addiction, we take these matters very seriously and don't let the casinos get away with it. However, the self-exclusion request has to be clearly communicated. I'm afraid there is not much we can do with this one. I wish I could be of more help.

Best regards,

Peter