Rollbit Casino - La cuenta del jugador ha sido reabierta varias veces.

Hi,

I'd like to raise a complaint; as I have a medical diagnosis for a gambling addiction. Back in October 2021 I requested a permanent ban from Rollbit due to my compulsive gambling. The customer service team on chat implemented this ban. However, after a few months, during a relapse, I requested the ban to be lifted, and it was without any further questions from support . Since then, I had carried out many deposits and withdrawals. I then carried on gambling and requested for my account to be closed once again indetinitely in February 2023, and it was re-opened without question. I then closed the account again in December 2023, and I gave up gambling for over 2 years. Unfortunately I relapsed again 2 months ago, and have lost out on another $800. I have lost over $5000 in total since originally asking for a perm ban from the casino.

Considering the circumstances, I'd like to request a refund of the difference between my deposits and withdrawals, as well as a definitive ban of my account and access to this casino.

Dear JTR18,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Thanks for responding. I have forwarded you screenshots of the account closure requests, including their responses.

Thank you for the screenshots. However, I noticed that in the conversations you provided, you did not specify the reason for closing your account.

Please note that we are only able to assist with refund requests in cases where players have explicitly informed the casino about a gambling problem and requested account closure, but were still allowed to deposit, play, and lose money afterward.

If you did not clearly state to the casino that you were struggling with gambling addiction, we unfortunately won’t be able to proceed with your case.

Thank you for your understanding.

Dear JTR18,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.