RollXO Casino - La cuenta del jugador se reabrió por error después de la autoexclusión.

I did permanentely self exlclude in this casino because of Gambling Addiction. (And yes I have a gambling Problem, at one point, I made 50+ Deposits at this casino without a single withdrawal)

I asked specifically to close the Account permanentely and without the option to reopen it later.

10 Days after the self exclusion I asked them to reopen my Account (Which to be honest NEVER worked in any other Casino where I self excluded in the past years)

They did reopen my account by answering 3 simple Questions with yes:

Do you confirm that issues with compulsive gambling were treated, and you experience them no more?

Do you understand that gambling may lead to losing money and must be treated as an entertainment measure only?

Do you make a conscious decision and willing to accept the risks associated with gambling?

You cant do a gambling therapy within 10 days .....

I made 99 Deposits and just 1 withdrawal in this Casino, if they would care about their players someone would have noticed I have a gambling problem, reopening my account after self exclusion is the last thing they should do.

I demand to return all deposits made since reopening my account (578€) and close the Account now once forever without the option to reopen it.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 86Lukas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Could you please confirm the exact date your account was closed? Was it closed on the same day you submitted your request, on the 20th of November?

Additionally, could you please confirm whether you currently have access to your gaming account?

Thank you very much in advance.

Best regards,

Attila G.

Hi Atilla,

yes the Account has been closed on the 20th of November

The Account currently is closed again since a few hours because of my complaint.

The Casino did not contact me yet neither a refund has been recived

Hello 86Lukas,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, the Casino has refunded the deposits, the issue is resolved for me.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 86Lukas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila