Rollino Casino - Player struggles with self-exclusion process.

I have emailed around 4 days ago mentioning that I had a gambling addiction , I also messaged the live chat to close my account the live chat said I have to wait for a email. It’s ridiculous as I have a gambling addiction and I’m losing all my money. What shall I do next.

Dear callumwoody123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear callumwoody123,

Following an extensive review of your activity, it was confirmed that you've never emailed our support department with a closure request. On April 6th, you've contacted the live chat with a request to close your account specifically because you did not receive the desired number of bonuses. Although you were instructed by our live chat representative about the need to contact our support email in order to process the closure request, you've refused to cooperate, stating a gambling addiction.

As per Rollino's T&C's:

10.1. The user can close his account at any time by contacting customer support. The closure of an account may take up to two business days.

Please rest assured that in response to your complaint, your account was now closed, in accordance to our T&C's. You've also received an email from our support department, confirming the closure being effective.

Kind Regards,

Rollino Team

Well that’s a total lie as i messaged the live chat yesterday and the days before mentioning my gambling addiction and they didn’t do anything about it at all , yes I have mentioned this but I’ve also emailed twice about my gambling addiction and I’ve messaged the live chat multiple times. So don’t take one piece out of the puzzle and make me out to look like an idiot

Thank you very much, Rollino Casino Team, for your assistance.

Hello callumwoody123,

• Would you mind sending any supporting evidence and relevant communication to petronela.k@casino.guru to substantiate your side of the story?

Thank you.

Dear callumwoody123,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.