Roostino Casino - La solicitud de cierre de la cuenta del jugador sigue sin resolverse.

Dear Sir/Madam, I contacted you on December 18, 2025, regarding a game search and live chat. I also contacted you to close your account, unfortunately without success.

I'm addicted, please help!

Sehr geehrte Damen und Herren Am 18.12.2025 angeschrieben wegen Spiel sucht live chat angeschrieben Account zu schließen leider ohne Ergebnis

Bin süchtig bitte um Unterstützung

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Dear besarion,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have been experiencing, and I appreciate you reaching out for support.

To understand the situation clearly, could you please provide a bit more information?

• You mentioned you contacted the casino on December 18, 2025. Did you reach out only by email, or did you also try to use live chat or any other method to request the account closure?
• Did you receive any confirmation from the casino that they received your message or processed your request to block your account? If yes, please share it.

If you have any additional messages, screenshots, or communication with the casino, you can upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela, thank you very much for your reply.

I have not received any message from the casino, nor any delivery.

It's no longer about 3000 but 4000 euros; I'll send you all the documents.

Hallo Petronela vielen Dank für Ihre Antwort

Ich habe keine Nachricht von casino erhalten auch keine Zustellung

Es geht nicht mehr um 3000 sondern 4000 Euro ich senden Ihnen alle Schreiben zu

I just sent you all four emails. Kind regards, Beteev

Ich habe Ihnen so eben alles 4 Email gesendet mit Freundlichen Grüßen Beteev

My account is still open and I'm losing money because I'm addicted.

Account ist immer noch offen und verliere geld weil ich süchtig bin

Hi besarion,

Thank you very much for your update. I’m sorry to hear that your account still appears to be open and that you are continuing to lose money despite clearly requesting help and explaining that you are struggling with a gambling problem. Thank you as well for sending the additional emails and screenshots — this information is very important.

I can see that you contacted the casino multiple times (on 18.12., 23.12., and 24.12.) using the correct support address listed in their Terms and Conditions (support@roostino.com) and that you clearly mentioned your addiction and requested the account to be closed. I also see that you reached out via live chat on 24.12.2025 with the same request due to gambling problems.

To make sure we fully understand the current situation, could you please confirm the following:

• Is your account still open and accessible right now, even after your written request and the live chat request for closure due to addiction?
• Are you currently still able to deposit, play, or place bets?

Thank you in advance for your reply.

Hello Petronela, your account has been closed.

Hallo petronela Account wurde geschlossen

Hi besarion,

Thank you for your message. I’m sorry to hear that your account needed to be closed due to this situation, but I’m relieved to hear that the closure has finally been applied.

Before we proceed further, could you please clarify the following points so we can fully understand the timeline:

• On which exact date was your account officially blocked/closed by the casino?
• When did you make your last deposit before the closure was applied?

If you are able to provide a screenshot or email confirming the closure date, you can upload it here or forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Account was closed on December 26, 2025

Account wurde am 26.12.2025 geschlossen

Hi besarion,

Based on the information provided so far, the timeline appears to be as follows:

Timeline (please confirm if correct):

• 18.12.2025 – First email to the casino requesting account closure due to gambling problems.
• 23.12.2025 – Second email to the casino with the same request; several deposits were made on this date.
• 24.12.2025 – Third email + live chat contact, again mentioning addiction and asking for closure.
• 26.12.2025 – Account was finally closed by the casino.

Before we proceed further, could you please confirm if this timeline is accurate?

Additionally, would you happen to have a screenshot of your cashier / transaction history from 18.12.2025 onwards? This could help us better understand what happened between your first request for closure and the final date when the casino disabled your account.

If yes, you can upload it here or send it to petronela.k@casino.guru.

Thank you very much for your cooperation.

The CS transfer is all casino deposits

Die Überweisung mit CS ist alles Einzahlungen casino

Thanks again for your quick communication

Danke nochmals für deine schnelle Kommunikation

Hi besarion,

Thank you very much for your patience and for providing all the communication and supporting documents. After a thorough review of everything you forwarded, I would like to clearly explain what we were able to establish.

Based on the available evidence, the first email sent on 18.12.2025 requesting account closure due to gambling problems was not answered by the casino. In their later communication dated 26.12.2025, the casino stated that they never received this first request and specifically asked you to provide a reference number for the email from 18 December, saying:

"Therefore, please also share the reference number for the email from 18th December which you were referring to, so we can check and help you accordingly."

Could you please confirm whether you received any automatic reply or reference/ticket number when you sent the email on 18 December? If you do have such a reference number, please share it with us, as it would be crucial for verifying that the casino received the request.

What we can confirm with certainty is the following:

• A second email requesting self-exclusion was sent on 23.12.2025.
• The casino did reply to this second request.
• Your account was then closed on 26.12.2025, which is also supported by the screenshot you provided.

Unfortunately, if no reference number exists for the email sent on 18 December, it appears that the casino may not have received that first request at all. In that case, the evidence suggests that the casino acted promptly on the second request once it was received and processed.

I understand this is disappointing, especially given how difficult this period has been for you. However, our conclusions must be based strictly on verifiable communication and timestamps.

Please let me know whether you have the reference number from 18 December or any automated confirmation of receipt. Once we know this, we can determine whether there is any further step we can take in your case.

I haven't received a confirmation, but I did send them the email.

Ich habe keine Bestätigung bekommen aber ich habe ihnen die Email ja gesendet

I also didn't receive a confirmation for the other email.

I have forwarded all four original emails to you as proof.

I demand a full refund from the casino after December 18, 2025.

To pay

Ich habe auch keine Bestätigung bekommen für die andere Email

Ich habe Ihnen alle besweis 4 Email in original weitergeleitet

Ich vordere das casino auf gesamte Rückerstattung nach dem 18.12.2025

Zu leisten

Dear besarion,

Thank you for your reply and for forwarding all four original emails you sent to the casino. I appreciate the effort you made to document your communication.

After carefully reviewing everything available, I would like to clearly explain our final position.

While we acknowledge that you sent an email on 18.12.2025 requesting account closure due to gambling problems, there is no verifiable evidence that the casino received this request. As you confirmed, no automatic confirmation, reference number, or ticket ID was issued for that email. Unfortunately, the fact that an email was sent does not, by itself, prove that it was successfully delivered to or received by the casino.

What can be verified with certainty is the following:

• A second self-exclusion request was sent on 23.12.2025.
• The casino acknowledged this request and responded to it.
• Your account was subsequently closed on 26.12.2025, which is supported by the evidence you provided.

For this reason, we can only assess the casino’s responsibility from the moment they acknowledged receipt of your self-exclusion request. Based on the available evidence, the casino acted on the confirmed request within a reasonable timeframe.

Regarding your request for a refund of deposits made after 18.12.2025, please note that we are only able to pursue refunds from the date on which the casino can be proven to have received and acknowledged the self-exclusion request. As such, we are unable to request refunds for the period prior to the acknowledged request on 23.12.2025.

This is also why we consistently advise players to use multiple communication channels (such as email, live chat, or support tickets) when submitting important requests like self-exclusion, to ensure that the operator has clearly received them. In your case, the later contact via live chat demonstrates that you made a genuine effort to get the casino’s attention, which ultimately led to the account closure.

I understand that this is not an ideal outcome and that the situation has been difficult for you. However, our conclusions must be based strictly on verifiable communication and confirmed timestamps.

For these reasons, we are unable to proceed further with this complaint and must reject it at this time. Please note that this decision does not diminish the importance of responsible gambling, and we encourage you to continue seeking support if needed.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru