The player from Switzerland requested self-exclusion in a casino operating on the same platform. Since these casinos are not sister casinos, and the casino blocked the account we couldn't help further.
Rouge Casino - Player's asking for a deposit refund.
Amount: €700
Rouge Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi...
Here I have similar problems as with casino empire.
It certainly wasn't a coincidence.
You really screwed me up.
In May, shortly after I blocked my account at Empire Casino for being addicted to gambling, I received an offer from Rouge Casino via whatsapp that I should activate my account.
Although I am a gambling addict and (Rouge casino has the same website as casino empire ) and I was already registered as a gambling addict at empire casino. And in the meantime, empire casino has activated my account again. Or activated. Without my permission.
After I gambled away EUR 700 at Rouge Casino in 2 days, I politely asked the vip manager via whatsapp to block my account at Rouge Casino forever because I'm addicted to gambling, strangely my account at Casino Empire was also automatically blocked.
So I think they have a trick like a deal background just can't be both casinos at the same time all in parallel.
I have emailed Casino Rouge 3 and politely asked them to get back to me. If not, I will file a complaint with the licensor.
Till now they still haven't answered.
I ask you to help me here too, transfer my money back to my bank because I paid 700eur at Rouge Casino.
I opted for gambling addiction therapy because I no longer want to be involved with casinos. I gambled away about 4000eur in May.
I have a 2 year old daughter
My husband earns minimum living wage
I'm out of control.
Casino empire and casino rouge took advantage of my gambling addiction weakness and intentionally activated my account even though I was blocked.
Thank them for their support and efforts
With kind regards
Automatic translation:
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2 years ago
Dear Vreni,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
I checked the casino’s Responsible Gambling section and I found this:
"In order to help you be more in control, rougecasino offers tools such as betting and spending limits as well as cool off periods. Please contact us directly if you have any questions relating to our responsible gaming policy.
Our service team can be contacted by e-mail: support@rougecasino.com"
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
Could you please clarify if you made those deposits before or after you informed the casino about your problem?
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,
Kristina
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2 years ago
Translation
Dear Kristina,
Can you please check both casinos ( Empire and Rouge casino ) if there is any connection?N
As I mentioned in the first email, it can't all be coincidence.
Casino empire has just reactivated my account. Exactly in the meantime I received a WhatsApp offer from Roger casino. After I wrote the Casino Rouge email that I was addicted to gambling, they should block my account forever, both casino accounts were automatically blocked by empire immediately.
So I think background has something to do with context.
Thank you for your feedback.
Warm greetings
Automatic translation:
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2 years ago
Thank you very much for your reply, Vreni. I have checked both casinos and we are not aware of any connection other than the platform they both use. This, unfortunately, means that self-exclusion from one casino doesn't necessarily mean that you are automatically self-excluded from all associated or similar websites.
I am afraid that if you informed Rouge casino about your gambling problem after you made a deposit, we are not in a position to ask the casino for a deposit refund.
Could you please advise if you currently have access to your Rouge Casino account?
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2 years ago
Translation
Hello Kristina.
Thanks for the answer.
I suspected it wouldn't work.
But why did Empire Casino disable my account after I disabled my account at Rouge casino due to gambling addiction. But they didn't do the opposite. First time I closed my account at Empire Casino. Because of gambling addiction after a few hours, a VIP manager from Rouge Casino contacted me via whatsapp. I suspect they are somehow related to Casino Empire casino. But it doesn't matter if it's not like that then it's not like that. I think you're trying your best.
Thank you
Automatic translation:
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2 years ago
I am sorry, but I am not able to answer your questions, I can only collect and evaluate the information that you provided me. There indeed may be a small connection, for example via shared customer support (a lot of casinos that operate on the same platform share the same customer service), but that doesn't mean that these casinos are connected and they can share all data about players. I understand your point of view and we would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
