Rolletto Casino - Igrački nalog je ponovo otvoren

I had closed my account on a few occasions, once for 1 year and another for 6 months, however have been able to reopen again, once after 1 day of my account being closed. I have to repeatedly ask for a complaints procedure, I believe that this is against their duty of care and responsible gambling standards. If on my first request to close the account for 1 year then I should not have been able to reopen within that time frame.

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Dear Pepper1982,

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. The casino can even try to keep the player by offering bonuses or other advantages to them.

On the other hand, self-exclusion does. If a player successfully requests 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? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

I have emailed Kristina

Hi Kristina, 

I asked Roletto for my chat history yesterday but they would not provide it, therefore I don't know the exact dates I have asked as far back as August for my account closures, they have acknowledged the closures requests for October as per the chat history yesterday and when asked for the complaints procedure or any further information were very reluctant to provide it as you will see. When asking for account closures, they asked for a reason and each time I advised that I had spent far too much money, one message I stated that I had spent thousands of pounds. It's clear that they can see my messages in the background but would not provide a copy. 

Rolletto’s responsible gambling policy states:

"We offer various tools to ensure safer gambling, such as account limits, time-outs, self-exclusion periods, and the option to close your account permanently or indefinitely."

The reopening of my account after just one day contradicts the responsible gambling and account closure procedures, indicating a failure in duty of care.

I appreciate your support and guidance on this matter. 

Thank you for your reply, Pepper1982. Could you please clarify whether you currently have access to your casino account?

Yes I still have access to my account

Yes I still have access to my account

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, the self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you didn't provide sufficient proof to support your case, I can only recommend that you send another self-exclusion request if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Please send another self-exclusion request to the casino support team ([email protected]) and keep me updated on any further developments.

Hi Kristina, Rolletto have this information on my chat history but will not provide it to me. I don't feel that this is a fair outcome. How do i escalate it further?

I have messaged them again today and they are denying that I asked for accounts closure or to be excluded earlier this year. However they admitted the could see my account closure requests in a previous chat history, so they are being dishonest and I have the proof of that. See attached

Could you please advise whether you've already sent the self-exclusion request following the instructions in my last message? If so, please forward the request to me and let me know if you still have access to your casino account. Thank you very much for your cooperation.

Hi yes I have sent the exclusion email and no longer have access. I have sent you a copy.

Do I understand correctly, based on your last email, that your account was closed on November 22?

Yes that is correct

Dear Pepper1982,

We acknowledge your concerns and understand how disappointing this situation may be. However, we are unable to assist further with this case. A self-exclusion request that clearly states a gambling problem is mandatory evidence for us to proceed with a claim like this.

Since you didn't provide sufficient proof to support your case, and your account has been closed after you sent another request, we cannot handle this complaint as a failed self-exclusion, and request a refund. I can only recommend that you always follow the instructions listed in the responsible gambling policy of each casino and always mention that you suffer from a gambling addiction, so that the casino can take appropriate steps.

Also, 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 no longer brings you joy and 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)

This complaint will now be closed. 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.