A player from Italy requested self-exclusion and account closure via email and chat yet the account remains open. After the attempted self-exclusion, she managed to deposit and lose an additional €1600 and has requested a refund. The casino's response is pending. The complaint was resolved as the player's account got closed within a reasonable time frame.
Rollino Casino - Player's self-exclusion request was not implemented.
Amount: €1,600
Rollino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Sensitive attachment
Sensitive attachment
7 months ago
Translation
Yesterday morning, I requested via email for the immediate closure of my gaming account and an indefinite self-exclusion. I also urged the Operator via chat to apply the self-exclusion immediately.
My account still appears to be open and I managed to deposit and lose an additional €1600, for which I have requested a refund.
The casino continues to not respond.
I am desperate.
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7 months ago
Hello carsix79,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How long after your request did you deposit into the casino again? Did you contact the casino by live chat as well?
Please note that processing a self-exclusion may take up to a few days and not immediately unless the casino has a manual self-exclusion within the player account. The casino staff has a processing time as they receive multiple requests daily and they are not sitting there watching every single e-mail right away and the player has to respect that so any deposits made right after the self-exclusion requests are not eligible for a refund.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
The account was already verified.
Yes, I also contacted the chat about an hour after making the self-exclusion request via email to request self-exclusion.
I paid €1600 12-13 hours after the self-exclusion request. The times you see in the screenshot of the deposits are 2 hours behind for the different time zone.
If the casino does not implement a system to allow a problem player to immediately exclude themselves, they must at least be able to handle requests via email immediately. I therefore do not accept this justification because these things are not to be joked about and it is a serious shortcoming of the casino.
On Saturday when I sent an email regarding the cashback they responded to me in less than an hour.
Now it's been 24 hours and my account is still not self-excluded.
Tell me if you can help me because from your premises it seems that you want to be on their side.
Edited
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7 months ago
Translation
From the moment we received the first email, the closing was carried out within 24 hours in accordance with the Terms and Conditions and within the specified time frame.
In particular:
14.1. If you have no debt owed to us or any other third party, you may close Your Account and terminate the Terms of Use on not less than twenty-four hours' notice at any time. You can contact our Customer Service - support@rollino.co to inform us of your decision.
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7 months ago
Translation
And in fact you closed the account exactly 24 hours after my self-exclusion request.
What a coincidence! You shouldn't think that you were specifically stalling to collect more money from me, right?? You have taken all 24 hours available..
However, after the email with an immediate self-exclusion request, I also contacted support via chat to request the operation and despite this you left my account open.
If you have some conscience and loyalty, refund me the €1600 or at least a good part of it for the delay with which you handled my self-exclusion request.
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7 months ago
Hello carsix79,
As explained above, nobody will sit 24/7 to wait for player requests and process them immediately. As the casino excluded your account within a reasonable time frame, they are not responsible for your loss.
Please keep in mind that such request may take up to 3 days to process so any deposits made right after your exclusion request are purely the player's responsibility.
Is there anything else we could assist you with?
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7 months ago
Translation
Yes, they should do it since they haven't implemented a system that automatically upon player's request the account is self-excluded immediately.
They haven't read my email in nine hours? It may be but the responsibility always lies with the casino in these cases.
If it were a fair and honest casino it would refund me at least half of the amount lost.
But I see that you are always on their side regardless..
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7 months ago
Hello carsix79,
It's not about sides but about fairness. You can't really expect that the casino staff sitting there and replying to only you as they have thousands of players with thousands of e-mails daily. Every single company and not just online casinos has processing time for e-mails.
As your account got closed within a reasonable time frame, the complaint will be now closed as resolved.
Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Regards,
Nick
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