Rollino Casino - Player’s account has been closed with delayed responses.

I sent emails to rollino on 18/06/24, on 01/07/24 and on 15/07/24 asking to stop my account. Till today I never had any reply. Only after my third email on 15/07/24 my account was finally stopped.

After my first email I made deposits for a total of 2.235 euro. I asked a refund because they refused / failed to close my account. I sent them emails on that matter on 16/09/24 and on 14/11/11. Also never got any reply.

During these months I had several contacts with their online assistance (6 or 7 times I guess). They told me that my question was pending and that I had to be patient to receive an answer. I think I gave them more than enough time.

During my online chatting sessions they kept inventing all kind of excuses.

This is a summary of my situation. I really hope your services can help me further.

Many thanks in advance.

Dear goessenspatrick, 

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 a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear goessenspatrick,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Veronika

I did send you my email with all the details already on Saturday 30/11 at 21h07. Did you receive it ? Many greetings; Patrick G.