Rollino Casino - Player's account has been closed after gambling issues.

Hello. I have a gambling addiction, I wrote to them so that they would close the account. But they did not close it, on the contrary, they persuaded me to make a deposit to gain luck, but I made a deposit and lost my health and money, I wrote to them in the chat and their service by email since November 5, they did not close the last time I made a deposit, I lost again, I wrote in the chat, sent a letter, they immediately closed the account, so if they could close it immediately, why did they not close it since November 5? so that I could not make a deposit, so I demand to return the deposit that I made after I asked for the account to be closed due to their fault that they deliberately did not close it so that I would lose a lot of money

Dear xachdanielyan,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Have you informed the casino of your gambling problems in any of your account closure requests?
• Would you be so kind as to forward me the account closure requests that you sent to the casino on November 5th onward?
• Have you asked the casino to refund you the lost deposits already with what result?
• Please send any supporting correspondence and evidence to my email address at tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello Thomas, thank you for bringing this issue to my attention and agreeing to look into the complaint. YES I have emailed, chatted and even WhatsApped them to close the account but as I said they convinced me I would win soon and would need to make a deposit

Yes I have emailed, no one is answering, chatted they said the last request request was being processed, that I should have received notifications yesterday but I have not received anything, only that they closed the account after several deposits and a loss... which should not have happened if they closed the account as I asked

Dear xachdanielyan,

I apologize for not replying earlier.

We believe online casinos are obligated to offer a mechanism of self-exclusion due to gambling problems. If such a mechanism fails the player is eligible for a refund. If you don't inform the casino about any gambling problems, you are responsible for deposits, wins, and losses. Since you haven't informed the casino about a gambling problem earlier than December 2nd, we don't think such player protection applied to you earlier.

Consequently, we won't be able to argue for a refund of your earlier losses on your behalf and the complaint will be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Please, let me share with you several tools that might be useful to you:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers