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