Vinyl Casino - La cuenta del jugador ha sido cerrada pero reabierta.

Dear Guru,

I had an account with Roby casino, and due to my gambling addiction I requested last year via chat the PERFECT closure of the account and on 10/11/2024 I received an email from the casino support confirming it.

For about a month now, suddenly, I have received various emails and text messages on my cell phone from robycasino offering free spins and deposit bonuses, as did its affiliate Robycasino (about which I have already filed a complaint).

I tried, in vain, to block these text messages and emails, but today I managed to access the same account that had been closed, but inexplicably reopened by you, with the same text message and the indicated link, and I lost control because of my

compulsive gambling disorder and I have deposited and lost a total of €960.00.

I asked them the reason for opening my aitoescluso account without receiving any response or consideration. So I urgently requested yesterday again the immediate definitive closure of my account due to compulsive gambling problems and I asked for the return of my deposit because I should no longer receive promotional emails and text messages and I should not even be able to access and make deposits on the same

account that I closed months ago.

The casino has not respected the commitment to responsible gaming and has not protected me as a player causing me serious financial and health damage and therefore is required to return my deposit and, once and for all, add my name to the list

of accounts closed permanently, following the example of other more serious and honest casinos.

I would like to point out that the same fraudulent behavior was carried out by the affiliate of the same ROBYCASINO group about which I opened a second complaint because they also deliberately did the same thing.

I would also like to point out that I have been self-excluded from all online casinos via the AAMS website for over a year and that last year I lost thousands of euros on Robycasino without ever having had the funds returned.

Gentile Guru,

avevo un account con Roby casino, e a causa della mia dipendenza dal gioco d’azzardo ho richiesto l’anno scorso via chat la chiusura DEFINITIVA dell’account e il 11/10/2024 ho ricevuto una mail dall’assistenza del casino di conferma. 

Da circa un mese a questa parte, all’improvviso, ho ricevuto varie e-mail e sms sul mio cellulare da robycasino di offerte di giri gratuiti e bonus sul deposito, come ha fatto il suo affiliato Robycasino (di cui ho aperto già reclamo).

Ho provato, inutilmente, a bloccare questi sms e mail, ma in data di oggi sono riuscita con lo stesso sms e il link indicato ad accedere allo stesso account che era stato chiuso, ma inspiegabilmente da voi riaperto, e ho perso il controllo per via della mia

 patologia del gioco compulsivo e ho versato e perso un totale di euro 960,00. 

Ho chiesto a loro il motivo dell apertura del mio conto aitoescluso senza ricevere alcuna risposta o considerazione. Quindi ho richiesto con estrema urgenza in data di ieri nuovamente la chiusura immediata definitiva del mio account per problemi di gioco compulsivo e ho chiesto la restituzione del mio deposito perchè non dovrei ricevere piu email ed sms promozionali e non dovrei nemmeno poter accedere e poter effettuare depositi sullo stesso

 conto che ho chiuso mesi fa. 

Il casino non ha rispettato l’impegno del gioco responsabile e non mi ha tutelato come giocatore causandomi seri danni di natura finanziaria e di salute e pertanto è tenuto a restituire il mio deposito e, una volta per tutte, inserire il mio nome nella lista

 di account chiusi definitivamente, seguendo l’esempio di altri casinò piu seri e onesti. 

Faccio presente che lo stesso comportamento truffaldino e’ stato effettuato dall affiliato dello stesso gruppo ROBYCASINO di cui ho aperto secondo reclamo perché anche loro hanno deliberatamente fatto la stessa cosa.

Faccio anche nota che mi sono autoesclusa da tutti i casinò on line tramite il sito AAMS da oltre un anno e che l anno scorso ho perso altre migliaia di euro su Robycasino senza mai aver avuto la restituzione del fondi .

Dear Micia73,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@vinylcasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

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,

Kristina

Greetings ,

I have never opened or closed the same account due to my self-exclusion request on 10/11/2024 and I have never opened new accounts either on Vinyl casino or on other casinos!

While waiting for an email from the casino, I sent

I have attached the screenshot of the account closure confirmation email I requested in October 2024.

But I will also send you the email as per your request.

I note that in the original post I incorrectly wrote robycasino, but instead I am referring in this case to vinyl casino, which is the same group, and they scammed me on both casinos with the same deception.

salve ,

io non ho mai aperto ne’ lo stesso account chiuso per mia richiesta di autoesclusione il 11/10/2024 e mai ho aperto nuovi account ne’ su Vinyl casinò e ne su altri casinò !

In attesa di un e-mail dal casinò , ho inviato

ho allegato lo screenshot della mail di conferma chiusura account da me richiesto a ottobre 2024.

Ma le invierò anche la mail come sua richiesta .

faccio nota che nel post originario ho erratamente scritto robycasino , ma invece mi riferisco in questo caso a vinyl casinò , che e’ lo stesso gruppo , e mi hanno truffata su entrambi i casinò con lo stesso inganno .

Please obscure my screenshot in the previous reply as there is sensitive privacy data.

Thank you

Per favore oscurate il mio screenshot nella risposta precedente in quanto ci sono dati sensibili di privacy .

grazie

My sensitive data has been leaked as you did not obscure the screenshot, I am in a total state of panic.

I am receiving injustice after injustice.

I consider all this very serious and now I will have to file a complaint against you too!!

I miei dati sensibili sono stati divulgati in quanto non avete oscurato lo screenshot, sono in uno stato totale di panico .

sto ricevendo ingiustizie su ingiustizie .

ritengo gravissimo tutto ciò e ora dovrò fare denuncia anche contro di voi !!

It is shocking that your site has a flaw of this magnitude causing serious damage to users because not only has the screenshot in the previous communication not been obscured and practically now the whole world, including my family, knows who I am with devastating consequences, and my data could now be in the hands of hackers and online scammers, but your site does not allow you to make changes to your own posts that I have written, so I could have personally deleted the screenshot with my data!!!!

I'm devastated!

E’ allucinante che il vostro sito abbia una falla di tale portata recando gravissimi danni agli utenti in quanto non solo lo screenshot nella comunicazione precedente non è stata oscurata e praticamente ora in tutto il mondo , compreso i miei familiari, sanno chi sono con conseguenze devastanti , e i miei dati ora potrebbero essere in mano ad hacker e truffatori on Line ,ma il vostro sito non permette di apportare modifiche ai propri post che ho scritto , così avrei potuto eliminare personalmente lo screenshot con i miei dati !!!!

sono devastata !

Good evening, any news?

Buonasera , novità ?

Hi, but why isn't anyone answering me?

Salve , ma come mai non mi risponde nessuno?

Thank you for your reply, Micia73. First, I want to apologize for the mistake. We always strive to detect and mark sensitive information, but unfortunately, this didn't happen due to human error. The screenshot has been marked as sensitive, and I hope you will accept my sincere apology.

Now to your complaint against Vinyl Casino. Do I understand correctly that you didn't save the initial self-exclusion request? Could you please advise if you currently have access to your Vinyl Casino account?

Dear Kristina, thank you for replying and explaining how inserting sensitive attachments works.

That's right, I don't have a copy of my self-exclusion request made in October 2024 as I requested it via live chat and at that moment (of desperation) I didn't save the chat as I could never imagine that the casino in question did not respect the law and players with gambling problems and that they could therefore reopen my account independently.

Now, after losing more money, I insistently requested a new self-exclusion from vinylcasino, therefore the account was closed again.

I really want to explain that I have been playing online for no less than 15 years, since Italians could play on foreign state groups, such as the Fortune Lounge, and that therefore I know perfectly well how casinos work and their regulations, especially regarding the difference between a request for normal closure and self-exclusion, just as I know perfectly well that opening a second account is prohibited, something that I have never done in 15 years.

For 15 years I have been self-excluded from most online casinos, for a few years I have been self-excluded with Italian casinos via ADM. If you note, last October I also opened another contemporary complaint with Dolfwin casino because they did not want to self-exclude me despite the thousand requests, and it is exactly the same period in which I asked for self-exclusion from Vinylcasino and RobyCasino which are the same affiliate group, and both of them unexpectedly reopened the two accounts for me in February of this year without me ever, and I repeat, ever, having contacted them.

With these 2 casinos, last year, before the closure request, I lost thousands and thousands of euros, I have never and I repeat never requested a withdrawal, I am full of debt, and from October to this year I was doing well trying to slowly restore my financial situation, as I could not have any access to any casino having in fact excluded myself everywhere until I lost my entire salary this month thanks to what vinylcasino and robycasino did.

I am in a desperate situation, having lost a total of around 1500 euros with them this March and if it hadn't been for their fraudulent actions I would never have lost this money.

I kindly ask, if you do not believe me, to ask the casino for a copy of the transcript of my live chat with them in October of my request for self-exclusion in order to be able to demonstrate the whole truth and my honesty, which instead they did not do with dishonesty, I feel robbed and cheated.

Gentile Kristina , grazie per avermi risposto e per avermi spiegato come funziona l’inserimento di allegati sensibili .

Esatto non ho la copia della mia richiesta di autoesclusione fatta ad ottobre 2024 in quanto l’ho richiesta via live chat e in quel momento (di disperazione ) non ho salvato la chat in quanto non potevo mai immaginare che il casinò in questione non rispettasse la legge e i giocatori con problemi di gioco e che quindi potessero riaprire il mio conto autonomamente.

Ora, dopo aver perso altri soldi , ho fatto insistente nuova richiesta di autoesclusione a vinylcasinò pertanto il conto e’ stato nuovamente chiuso .

ci tengo molto a spiegare che gioco on line da non meno di 15 anni , da quando gli italiani potevano giocare sui gruppi di Stati esteri , come il Fortune Lounge , e che pertanto conosco perfettamente il funzionamento e i regolamenti dei casinò , sopratutto inerente alla differenza tra richiesta di normale chiusura e autoesclusione, così come so perfettamente che è vietato l’apertura di un secondo account , cosa che in 15 anni non ho mai fatto .

Da 15 anni sono autoesclusa dalla maggior parte dei casinò on line , da qualche anno sono autoesclusa con i casinò italiani tramite ADM. Se nota anche a ottobre scorso ho aperto un altro reclamo contemporaneo Dolfwin casinò perché non volevano autoescludermi nonostante le millle richieste , ed è esattamente lo stesso periodo in cui ho chiesto l autoesclusione a Vinylcasino e RobyCasino che sono lo stesso gruppo affiliato , ed ambedue mi hanno riaperto a febbraio di quest’anno inaspettatamente i due account senza che mai e dico mai io li abbia contattati .

Con questi 2 casinò , l’anno scorso , prima della richiesta chiusura , ho perso migliaia e migliaia di euro , non ho mai e dico mai richiesto un prelievo , sono piena di debiti , e da ottobre a quest’anno stavo andando bene cercando di risanare piano piano la mia situazione finanziaria , in quanto non potevo avere nessun accesso in nessun casinò essendomi appunto autoesclusa ovunque fino a quando non ho perso questo mese tutto il mio stipendio grazie a ciò che ha fatto vinylcasino e robycasino.

sono in una situazione disperata , avendo perso in totale con loro questo marzo circa 1500 euro e se non fosse stato per colpa delle loro azioni di truffa io non avrei mai perso questi soldi .

chiedo , gentilmente, se non mi credete , di chiedere al casinò la copia della trascrizione della mia live chat con loro ad ottobre della mia richiesta di autoesclusione al fine di poter dimostrare tutta la verità e la mia di onestà , cosa che invece non hanno fatto loro con disonestà , mi sento derubata e truffata ..

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this and request a refund. Since you didn't provide the request and your account has been closed, we cannot handle this case as failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, 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 to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a 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."

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.