Rooster Bet Casino - Player seeks refund after account closure request.

Good evening,

I have a gambling problem.

I signed up on this site and spent about €1000 between July and August.

On August 9, I requested the closure of my account via the normal chat, and they told me to send an email to their address closeaccount@rooster.bet to close the account.

The email was sent with a clear request to close the account, without mentioning my gambling addiction because I was ashamed.

They responded with a bonus, and from there, I did not close the account because of my gambling problem.

On September 5, I deposited and spent €760, all the money I had to live on.

In their Italian terms and conditions, I also found that Italian players are not allowed. They then said that only the English version of the terms and conditions is valid for the translation. I pointed out that it is not a translation but a list of countries.

I am requesting a refund of all the money I deposited on September 5, which amounts to €760.

Thank you.

Dear 9dr2k6jfcq, Thank you very much for submitting your complaint I'm truly sorry to hear about your issue with Rooster Bet Casino.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. 

In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. 

If you haven't informed the casino about any gambling problems we believe you were still in control of your gambling.

• Have you completed account verification in the casino?
• Could you please let me know whether you informed the casino about any gambling problems on any occasion?
• Is your account currently accessible to you?

Thank you very much in advance for your reply.

Best regards,

Tomas

HI,

I don't understand what you're asking me, I suppose that a compulsive gambler should be able to say that he is, since it is in itself an illness where the desire to gamble is sought and not stopped, as I can say before.

I however requested to close my account as suggested by the live chat on August 09th and sent the email as per their instructions

now i already understand where he wants to get to, exactly like the mess as if you were the same company.

can you help me get my money back or not?

However, the casino is evaluating the refund request, after they said no to me, they have been evaluating internally for 2 days how to proceed.

I hope I have to change my mind about this mess and that he behaves well

they rejected the request for a refund of the deposits… now surely this complaint will be rejected like 70% of the complaints, because when the player is right you at casinoguru as I have noticed from the complaints you have…. I am simply completely right as they do not specify that I have to justify the request to close the account, in the terms and conditions nothing of this is specified!

I think I am right to request a refund and according to a first-grade logical analysis I deserve to be defended by you, but I already know for sure that the complaint will be unjustified because as I noticed Dama Nv here with you is well reviewed.

Thanks for your replies.

Please understand we believe the casino has obligation to protect you from further gambling after you inform them about a gambling problem.

A request to close an account doesn't represent a player protection request.

From our point of view if you haven't informed the casino about any gambling problems you are responsible for the gameplay and aren't eligible for a refund. I understand there is the burden of admitting such an issue publicly, nevertheless, that is a necessary step.

If your account in the casino is still open I would recommend you contact the casino again and request a self-exclusion due to gambling problems.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Rooster.bet support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

If you have any other open account in online casino, 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.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I'll await your reply.

Dear 9dr2k6jfcq,

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.