The player from Germany had requested the permanent closure of his account due to gambling addiction on October 10, 2024, but received no response, which allowed for further gambling until October 28, 2024. He sought a refund of all deposits made after his initial request for account closure and had documentation to support his claim. The Complaints Team found insufficient evidence to support the player's claim that he had informed the casino of his gambling problems before incurring losses, resulting in the rejection of the complaint.
Rollino Casino - Player's account remains open despite closure request.
Amount: €1,200
Rollino Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.9
Rollino Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
Due to a gambling addiction, I sent an email to support@rollino.co on October 10, 2024, requesting that my account be permanently closed.
Since I received no response and the account was still open until October 28, 2024, allowing for further gambling, I contacted my VIP manager and the live chat. Neither could assist me; the VIP manager claimed that the live chat team could close my account, while the chat team advised me to send an email. However, as mentioned, the email was sent on October 10.
As it is evident that players with gambling addiction issues are being exploited here, I hereby request that all deposits made by me since the request for account closure be refunded to my account.
I have a screenshot of the email sent to Rollino on October 10 and the confirmation of account closure on October 28, which I can gladly provide.
Automatic translation:
Public
Public
1 month ago
Dear fabianhsv98,
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 requested a refund of your deposits from the casino? With what result?
- Have you specified 'gambling problems' as a reason for account closure or self-exclusion in any of your requests?
- Could you please specify the circumstances under which your account was closed on October 28th?
- Share any supporting evidence in the form of screenshots here or send the information to my email address at tomas@casino.guru
Thank you very much in advance.
Best regards,
Tomas
Public
Public
1 month ago
Translation
Hello,
I requested the refund in a long email, but all I got back was a stupid sentence: "Your account has been closed at your request" and no information about the refund.
Not in the email request, but constantly via live chat and also the VIP manager.
On October 28th I finally received an email:
Thank you for your email - your account has been closed. When I try to log in to my account it says: User is blocked due to gambling addiction - so the casino knows the reason from the start and it was a self-exclusion.
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Does no one want to take on the obvious case? It is more than obvious that gambling addiction was exploited here. I request that Rollino comment on this, otherwise I will hand the matter over to my lawyer, whose costs will be passed on to Rollino.
Automatic translation:
Public
Public
1 month ago
Thank you for your patience, fabianhsv98.
We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.
Please allow me to ask you further questions:
- Have you saved any communication between you and your VIP manager?
- Could you please share it with me and indicate when the communication took place? Send it to my email at tomas@casino.guru or share screenshots here
- Could you please share a screenshot of your attempts to log in resulting in the 'blocked due to gambling addiction' error?
Public
Public
1 month ago
I apologize but your current status of excluded due to gambling problems doesn't provide sufficient evidence you informed the casino before depositing and losing this amount.
Kindly provide an acknowledgment from the casino as to when your account was blocked and when you informed them about the gambling problem, otherwise, we can't ask the casino for a refund. I understand this is frustrating for you, however, we stand no chance against them without sufficient evidence.
