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.

Thank you for your email. I have checked the messages you sent to customer support and although you requested the casino to close your account, you did not specify the reason for your decision. Please understand that we are able to assist only those players who clearly stated that they wished to be self-excluded from the casino due to gambling addiction, but the casino failed to close their account and allowed them to deposit more money and lose. Have you mentioned gambling addiction in any of your self-exclusion requests?

Hi Veronika. No I did not specity my gambling addiction problem. It is not obvious to do so. This should not make any difference. Normally a online casino provider must provide a possibility to a player to "stop" an account immediately online. In such a case the player can clarify the reason why he wants to shop the account. As this is not foreseen the player has no choice but to ask this by email which costs extra time and gives room to the provider not to do what is necessary in the right way.

After all they only blocked the access to my account after my third email. What is than the difference ?

The Rollino casino knows very well that they made a mistake. During one of my many online chats with their customer service they said that the refund was in "consideration". Why else should they say that ?

Please send all this information to them and let me know if they even answer or not.

Many thanks in advance.

Patrick G.

While I completely understand your perspective, please consider our position as well. At Casino Guru, we can only request refunds from casinos in cases where players can provide evidence that they specifically requested account closure due to their inability to control their gambling behavior and acknowledged they had developed an addiction. If a casino fails to act on such a request, it can be held accountable for not protecting the player.

However, if a player simply asks to close their account without mentioning addiction or any related concerns, the casino may not treat the request with urgency. Additionally, players without gambling issues can simply log out and stop using their accounts.

Since there is no record of you informing the casino of your addiction, we are unable to ask for refunds for the deposits lost during regular gameplay.

Due to the aforementioned reasons, this complaint will now 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.

Best regards

Veronika

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