The player from Germany had requested to close their account via chat and email, but the closure had not been completed, resulting in a loss of 40 Euros. They sought assistance with both the refund and the account closure. The Complaints Team explained the difference between account closure and self-exclusion, stating that the casino was allowed to inquire about the reasons for closure requests. After three weeks of communication, it was determined that no further assistance could be provided, and the complaint was rejected.
RollXO Casino - Player’s account closure request not fulfilled.
Amount: €40
RollXO Casino
Safety Index:Fresh casinoSafety Index
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6.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months 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.
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3 months 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
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3 months 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.
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3 months ago
Thank you for your reply, Cutzii. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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3 months ago
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Hello, of course I wanted to close the account to protect myself, SINCE THERE IS NO SELF-EXCLUSION FUNCTION.
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3 months ago
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The same is true of another casino. Retro Bet also does not close accounts upon request without the option to self-exclude.
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2 months ago
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Not anymore, because I put a lot of pressure on them after repeated deposits...but these deposits should never have happened because I told them in the chat to close my account and also by email, close it without asking questions, just close it! This didn't happen, instead a handful of free spins were credited to my account.
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2 months ago
We can only assist with refunding deposits made after a self-exclusion request if the player has clearly informed the casino of their gambling problem. Unfortunately, the screenshots you provided do not include this information. If you mentioned gambling addiction in any of your account closure requests, please share that email/message with me.
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2 months ago
No, this is not a joke, this is our company policy. Do I understand correctly that you cannot provide the required information?
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2 months ago
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If I explicitly tell the casino to close my account and not ask any questions, but simply close the account, is it correct that I will be credited with 20 ridiculous 10 cent free spins and the account will remain open? There must be a reason why you close your account.
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2 months ago
As previously explained, there is a distinct difference between a standard account closure and self-exclusion, which is specifically designed to protect players dealing with gambling-related issues. The self-exclusion involves stricter regulations and safeguards. Therefore, if there is a reason for the closure, the casino is within its rights to ask for details, whether it is convenient for you or not. In fact, we encourage casinos to inquire about the reasons behind account closure requests as part of their commitment to enhancing responsible gambling practices.
Unfortunately, we haven't proceeded anywhere for three weeks. Since your account has been closed, I am afraid there is nothing more we can do for you.
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.
