Rolly Spin Casino - Se ignora la solicitud del jugador para el cierre de la cuenta.

I asked for self-exclusion of the account for addiction to the game and they won't close the account.

It's still open and there's no reply to my emails

Pedi autoexclusao da conta por vicio do jogo e nao fecham a conta .

Continua aberta e sem resposta aos e mails

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Dear sylviaslb, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rolly spin (Rollyspins777.me). Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please confirm the exact date you have first asked for self-exclusion in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

On January 7th, I asked for self-exclusion.

To this day, no one has replied and the account is still open. I've uploaded the emails sent and no reply. Thank you

Dia 7 janeiro pedi a autoexclusao.

Ainda hoje ninguém respondeu ao pedido e a conta continua aberta. Enviei nos prints os e mails enviados e sem resposta. Obrigado

The next day I spoke to someone in chat and they couldn't do anything either. That's impressive

No dia seguinte falei com alguém no chat e tb nao podem fazer nada. Isto é impressionante

Good morning, everyone. This morning I received an email from this casino that hasn't even closed my account yet and the most impressive thing is that it demands all kinds of documents to be able to self-exclude. This is not normal. I enclose the reply

Bom dia a todos. Esta madrugada recebi um mail deste casino que ainda nem fechou a minha conta e o mais impressionante é que exige todo o tipo de documentos para me poder autoexcluir. Isso nao é normal. Envio em anexo a resposta

So when you start playing, they don't ask for verification straight away, but if I want to block you because I'm addicted to the game, what do they want me to send my documents for? That sounds strange to me.

Portanto quando se começa a jogar nao pedem logo verificação mas se quero bloquear por vicio do jogo querem que eu mande os meus documentos para quê? Até me soa a estranho isso.

Dear sylviaslb, thank you for your response.

Could you please confirm whether you were allowed to deposit funds into your account from the moment of your self-exclusion request? If so, could you please share your deposit history?

Additionally, are you still able to access your account and deposit funds?

Could you please advise whether you have proceeded with the verification process?

Thank you in advance for your patience and cooperation.

The account is still open today. I've sent everything I have.

A conta continua aberta ainda hoje. Ja enviei tudo o que tinha.

They don't want to close. I don't care anymore.

Nao querem fechar. Ja nao quero saber .

And I haven't started any process to verify the account if I don't even intend to play there. That doesn't even make any sense.

E nao iniciei processo nenhum para verificar a conta se nem pretendo jogar la. Isso até nao tem logica nenhuma.

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

Dear sylviaslb,

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

We’ve reopened this complaint at the request of sylviaslb. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sylviaslb, are you still able to access your account and deposit funds? If so, could you please attach receipts of your deposits?

Thank you in advance for your response.

I've just sent a message in the chat where the agent actually confirms that my account has been verified. After that I asked for the block again and the account is still open. I know I won't get anything because I don't believe any of this anymore.

Good night

acabei de enviar uma mensagem no chat onde o agente realmente confirma que a minha conta foi verificada. Após isso voltei a pedir o bloqueio e continua a conta aberta. Sei que nao vou receber nada porque ja nao acredito em nada disto.

Boa noite

Dear sylviaslb,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you for your help. Just today I went to deposit another 30 euros... anyway

Obrigada pela ajuda. Ainda hoje fui para la depósitar mais 30 eur.. enfim

Hello sylviaslb, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Rolly Spin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Good evening

I was asked to delete my account due to addiction to the game over a month ago. Not only did they not block it, they asked me to validate the account, which I found strange if they intended to block it. I validated the account, which also took a while, and in the meantime I was still depositing! They shouldn't let people deposit. After validation, the account is still open today. I've mentioned it several times in the chat and I've shown it here too, and the answers were always the same: you have to wait your turn for the blocking request. This is unbelievable. Today I went to make another deposit of 20 euros.

It's been 2 months.

Boa noite

Foi feita o pedido de exclusão da conta por vicio do jogo há mais de 1 mes. Alem de nao bloquear pediram me para validar a conta o qual achei estranho se ptetendia bloquear. Fiz a validação da conta o k tambem demorou e entretanto continuava a depósitar! Deviam nao deixar depósitar. Após a validação a conta continua ainda hoje aberta. Falei varias vezes disso no chat e ja o demonstrei aqui tambem que as respostas eram sempre as mesmas: tem que aguardar a sua vez para o pedido de bloqueio. Isto é inacreditável. Hoje la fui fazer mais um depósito de 20 eur .

Ja passa de 2 meses .

Regarding prints etc. I initially sent them everything I had, including emails and so on.

I sent everything here and of course they have it too.

I haven't sent all my deposits because there are quite a few, but they have them too. It's over 600 eur / 700 eur. I don't even feel like going over it again.

Em relação a prints ect. Ja enviei inicialmente tudo o que tinha inclusive e mails trocados ect.

Emviei tudo para aqui e eles também têm naturalmente.

Nao enviei todos os meus depósitos pk sao bastantes mas eles tb os têm. Ultrapassa os 600 eur / 700 eur. Nem me da vontade de rever isso tudo.

I've already gone to deposit more. This is unacceptable

Ja fui depósitar mais . Isto é inadmissível

Dear sylviaslb, verification of the account is a standard procedure even when self-excluding yourself from the casino. It is there for the casino to obtain and verify your personal data, so it can be blacklisted and prevent you from re-registering in the future.

However, reputable casinos would either close the account or at least suspend the option for depositing and playing, while the KYC verification was happening. Given the casino's low safety rating and the fact they still did not react to my e-mail sent 7 days ago, I do not believe much will change. For now, I can only recommend getting together with a trusted friend or a family member, log into the account, disconnect your payment method and have them change your password, to prevent you from further play.

Today, I will try to get in touch with the casino representative again, and try to find another contacts I could use as well.

Thank you very much for your help. I will continue to send emails as well

Muito obrigada pela ajuda . Vou continuar a enviar e mails também

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much

Ok muito obrigada

Good morning, I wanted to let you know that the casino is still open and there are no replies.

Bom dia era para avisar que o casino continua com a conta aberta e nada de respostas.

Dear sylviaslb,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First of all, I would like to ensure your safety going forward. Please go to the casino website, and in the footer of the main page click the licensing validator of Anjouan Gaming Authority icon. It should look like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button Request Self-Exlucison, click it and follow the instructions.

Then, in your e-mail app disable or block all the addresses that are sending you promotional materials, and if able, block their whole "rollyspin.com" domain.

As a third step, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. And once again, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, while within the Anjouan validator, you can click the button File a Complaint, and follow the instructions to lodge an official complaint to the casino's regulator. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej