Rollino Casino - Player’s account closure request has been repeatedly ignored.

Hello to everyone at Casino Guru. For some time now, I have been having an issue with Rollino Casino as they consistently refuse to close my account. So far, I have sent more than 5 requests to close the account, but my account is still active. I would appreciate your help because it is clear that I will not be able to close the account on my own. Thank you in advance.

Dear blazan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What reason have you given to the casino for closing your account?
• Could you please share your account closure request with me? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I simply do not want to have an active account at Rollino casino. Like many others, I do not have a very good experience and opinion about this casino. In principle, I think that it is impossible to make a profit or it is very difficult, the reason is probably very low RTP.

Is unsubscribing from the casino's marketing communication and stopping frequenting the website a valid option for you?

If not, would you consider self-excluding from the casino?

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Rollino Casino support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (unrelated to any gambling problems / due to my ongoing gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rollino.co (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I sent them all of the above more than five times. I really don't know how to describe their actions and ignoring my requests to deactivate the account. They just don't want them to do it even if I have every right to demand it.

And Casino Rollino finally closed my account. I didn't get any notification from them either that the account was closed. In any case, thank you for your support.

Dear blazan,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru