Rolletto Casino - Player’s requesting a full deposit refund.

Have a self exclusion from mystake, another company under the same brand. Wrote to chat of rolletto and explained I was an addict and that I wanted my account closed, representative said they cannot help me any further, subsequently deposits another 4000 euro and had to write many emails and many chats to eventually get my exclusion. Have not responded to any of my emails- I believe all deposits made after initial request for exclusion should be refunded as they are in blatant disregard of responsible gambling laws, Also accepted too much money as a deposit without ever asking for verification

Dear Conor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the self-exclusion conditions, and this is what I found:

"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."

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested self-exclusion from Rolletto Casino directly?

Looking forward to hearing from you.

Best regards,

Kristina

Hi, I did not explicitly ask roletto for an exclusion before I deposited 4000 euro, I did however chat them and tell them I was excluded from a sister casino and that I was an addict. And I believe it is their duty to have picked up on this and closed the account as I clearly explained that I had a gambling issue. All other casinos when they think there may be a responsible gambling issue put the account on suspension until clarification is reached.

Thank you for your reply, Conor. Did you mention your problem before or after making deposits? Could you please forward me the live chat transcript? My email address is kristina.s@casino.guru.

I don’t have a live chat transcript, where could I get one. I made some deposits, went to live chat and said I was an addict and that I had an exclusion from a sister site and that I wanted my account closed, then I deposited a further 4000 without being stopped. Had to send multiple emails to eventually get the account closed.

I apologize, Conor, but this evidence is essential for us to proceed with this case. Unfortunately, self-exclusion from one casino doesn't apply to sister casinos when they are licensed by Curaçao. We must see that you informed this specific casino about your problem.

I did inform this specific casino. They said that it doesn’t count because it was in chat. I requested a live chat transcript and they are ignoring me.

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time and I am forced to reject this complaint. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.