The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.
Rolletto Casino - Player’s attempts to self-exclude herself have been overlooked.
Amount: €500
Rolletto Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Rolletto is ignoring my request for self-exclusion due to gambling addiction. Since it is not possible to set any limits (I specifically asked support) I have asked for self-exclusion due to gambling addiction.
This is the 6th time I've asked for my account to be closed because I was addicted to gambling, but they completely ignore me and let me keep depositing.
I was able to deposit €500 in the meantime, since I know about my gaming problems and since no limits can be set, I immediately asked for self-exclusion in order to avoid further deposits. You just ignore me.
There is no reply from you
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2 years ago
Dear LouAnn123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the original emails showing that you have sent requests 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 general terms and conditions on the website, and this is what I found (here):
„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.
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Contact Info
If you have any questions or need further information, contact us on the following:
Is support@rolletto.com the email address where your requests have been sent 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
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2 years ago
Translation
Hello Petronela, it went like this:
On 02/07/2022 :
around 09:00 am I asked in the chat for settings for responsible gaming because you offer it in your terms and conditions, the chat said there is no setting for it, so I'm asking for self-exclusion due to gambling addiction
Around 4pm I asked again in the chat for self-exclusion due to gambling addiction as the account was still active
Around 21:00 I was in the chat again asking for self-exclusion due to gambling addiction, account was still active
On February 8th:
Around 08:00 chatting again asking for self-exclusion for gambling addiction, as the account was still active, I saw that they sent me an email where to write
Around 08:00 I wrote to the email address about self-exclusion due to gambling addiction
Around 10:30 am I emailed again asking for self-exclusion due to gambling addiction
At 11:18 they finally banned the account, so it took 6 requests to ban the account
Of course, I was allowed to continue making deposits. And the fact that they say they have responsible gaming limits, but there aren't any, is also terrible. They don't care about problem players, they make it unnecessarily difficult for them.
I'd like to send you screenshots of the chats, but I didn't take any. That's why I've asked several times for a chat log both by email and chat, but they don't provide me with one, instead the chat refers me to the email address and the email address to the chat, I think they want it don't give it out.
I don't understand why they have such a good rating, they don't take player protection seriously at all.
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2 years ago
Thank you, LouAnn123, for your reply. I have carefully checked the forwarded transcripts from live chat conversations. Please understand that not every casino department can self-exclude your account. I absolutely understand your point of view and struggle associated with admitting your gambling problem however, if you expect the casino to follow the rules and apply the self-exclusion, you should follow the casino's rules too. We always try to help players, but we are able to do so only if they have followed the casino instructions first.
From the point that you sent an email requesting the self-exclusion to the email address that has been provided to you, your account was blocked three hours later. Is that correct?
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2 years ago
Translation
Yes, that's right after the time I wrote an email, it was blocked within 3 hours. I just want to bemoan the fact that they are making it unnecessarily difficult for vulnerable players. And also that the advertised funds for responsible gaming (deposit limit, session limit,etc.) are not available at all. I just don't think that's right and I'd like other players to experience that too. If it had been possible to set a deposit limit like it says on the site I would have done so straight away but it's not possible to set limits ui I just want other players to know too.
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2 years ago
I fully understand your point of view, LouAnn123. However, after following all the necessary steps to block your account it was done within three hours.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
