The player from Germany who was experiencing gambling problems had been able to register and play at Rooli Casino despite having a national self-exclusion in place. During the play, the player had lost 1700 Euros and was asking for assistance in reclaiming the lost amount. The player admitted that he had not informed the casino about his gambling problem and had not requested to be self-excluded before depositing and losing all his balance. The casino, which was operating under a valid Antillephone license issued by Curacao, had been unaware of the player's gambling addiction as it did not have access to the German OASIS register. Due to these reasons, the player's request to reclaim the lost amount had been rejected.
Rooli Casino - Player registered at OASIS lost 1700 Euros.
Amount: €1,700
Rooli Casino
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello everyone,
I hope you are doing well. Unfortunately, I experienced a severe relapse yesterday that could pose an extreme threat to me. Despite my understanding of having an OASINS restriction in place, I was able to successfully register at the online casino "Rooli1". In just 20 minutes, I regretfully lost 1700 Euros.
This situation is particularly alarming to me, as it could determine whether I lose my home or not. Therefore, I'm wondering if there are any opportunities to reclaim these 1700 Euros.
I've already contacted the service team and they've escalated my request to a supervisor who has the authority to make such a decision. Nonetheless, I'm worrisome and hopeful for a positive resolution.
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8 months ago
Dear Stevstevii,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise how long have you been playing in this casino? Has your account been fully verified?
Have you informed Rooli Casino about your gambling addiction and requested to be self-excluded? If you have, please specify the exact date. Did you deposit after you requested to be self-excluded in Rooli Casino, or before that?
Kindly keep in mind that the casino operates under a valid Antillephone license issued by Curacao. It does not have a German license, meaning the casino doesn't have access to the OASIS register.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
Hello, first of all, thank you very much for your quick answer.
Regarding the question of how long I have been playing at this casino. I only registered there the day before yesterday and deposited €200 straight away. A short time later €500 and then €1000. Verification didn't take place. After registering my relapse, I contacted the support team within the first 24 hours because I I read in the terms and conditions that you can get a refund if you contact us within the first 24 hours, but another employee wrote to me earlier that he couldn't see any request for a refund. I already contacted you back then about my illness. Back then I wasn't self-excluded. Now unfortunately I've had a relapse. I hope you can help me because otherwise I'll really lose my apartment. The money was for my 3 months of rent arrears
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8 months ago
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Dear Veronika,
I know you are all doing your best and I really appreciate that. Nevertheless, time is extremely short, because today is already April 4th, 2024. Actually, I should have paid all three of my rents yesterday at the latest. Now I fear that the termination without notice has already been sent to me by post. In addition, I received a notification in the live chat from the casino that my customer account was immediately closed after my first refund request in the chat. According to the customer representative in the chat, it appears that it is not possible to process a refund request if the customer account has been closed. I pray and hope that you can help me.
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8 months ago
I'm truly sorry to learn about the challenges you're facing. It's a difficult situation, and I empathize with you.
Do I understand correctly that you informed the casino about your gambling problem and requested to be self-excluded only after you deposited and lost all your balance playing?
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8 months ago
Translation
Dear Veronica
It's hard for me to write this but I want to be honest with you. I lost my entire stake of 1700,- which was my entire deposit and I did not request my self-exclusion directly from this casino separately before playing.
In such moments of relapse, it is difficult to maintain full control over my actions and this is what made me start playing again. I am normally registered with Oasis but I contacted the casino within the first 24 hours of relapsing to request a refund. Unfortunately, I was informed that all deposits are made at your own discretion and therefore no refund is possible.
It is important for me to understand that when a person relapses, they often do not have full control or discretion. Otherwise, gambling addiction would probably not be classified as a recognized illness.
There are certainly people behind the casino who should be able to make decisions with a clear conscience. A casino can only be described as really good if it actively protects people with illnesses like mine.
I know I have made mistakes, but I am determined to learn from this situation and continue to focus on my recovery process.
If you have any advice or support for me, I would be very grateful.
Best regards
Steven
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8 months ago
Dear Stevstevii, thank you for reaching out and being honest about your recent experience. It takes courage to confront these challenges, and I commend you for your openness. I can only imagine how difficult it must be to face the consequences of a relapse. It's important to recognize that relapses are a part of recovery, and they don't define your progress. Acknowledging your actions and seeking support are significant steps towards healing.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers#cnt_87=true
Unfortunately, since you did not inform the casino about your gambling problem and did not request to be self-excluded before depositing and losing all your balance playing, I am afraid we are unable to help you get your deposits back. The casino was unaware of your gambling addiction because they do not have access to the OASIS register valid in Germany.
I apologize but due to the aforementioned reasons, this complaint will now be rejected. I'm sorry we could not be of more help.
Kind regards
Veronika
