The player from Germany requested to close their account via chat and email, but the closure has not been completed, resulting in a loss of 40 Euros. They seek assistance with both the refund and the account closure.
RollXO Casino - Player’s account closure request not fulfilled.
Amount: €40
RollXO Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
4d 12h 33m 46s
Case summary
2 days ago
Public
Public
3 days ago
Translation
Hello,
I have an issue with the casino.
I asked in the chat to close my account, and I was redirected to send an email.
I did send the email and made it clear that I wanted my account closed. This has not been done, and now I've lost another 40 Euros.
What happened to player safety? The casino is therefore a 0 out of 10.
I hope you can assist me with the refund and account closure.
Automatic translation:
Public
Public
2 days ago
Dear Cutzii,
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 problems).
Could you please specify the reason for closing your account? Do I understand correctly that you want to close your account simply because you didn't receive an in-game feature?
If there is any other account closure request, please send it to kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Public
Public
2 days ago
Translation
Hello, I know the difference.
But since the casino doesn't offer any option for self-exclusion or limits, this was the only way to protect myself. The casino didn't comply with this and I then deposited another 60 euros.
Automatic translation:
Casino Guru is examining the case
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
