Winrolla Casino - Se ignora la solicitud de cierre de cuenta del jugador.

The casino doesn't comply with Responsible Gaming regulations and doesn't close accounts upon request. In the chat, they simply apologize for the error, but I want my deposited money returned, as what they're doing isn't fair.

On August 29th, I requested closure via chat, and they told me to send an email. In the email, I specifically stated that I have a gambling problem, and they sent me a message stating that the case had been escalated.

On day 3, I realize that the account is still open. As I still have a gambling problem, I decide to gamble and lose an amount of money that I request to be returned to me, since the account should have been closed within a maximum of 24 hours according to its own terms and conditions.

I've tried to talk to the casino, but they've only acknowledged that it was a mistake and apologized, but they haven't taken responsibility.

El casino no cumple la normativa de Juego responsable ni cierra las cuentas tras su solicitud. En el chat se limitan a pedir disculpas por el error pero yo quiero que me devuelvan el dinero depositado, ya que no es justo lo que están haciendo.

El día 29 de agosto solicito el cierre por chat y me dicen que envíe un correo electrónico. En el correo electrónico indico expresamente que tengo problemas de ludopatía, me mandan un mensaje de que se ha escalado el caso.

El día 3 me doy cuenta de que la cuenta sigue abierta, como sigo con el problema de ludopatía, decido apostar y pierdo una cantidad de dinero que es la que solicito que se me devuelva, ya que la cuenta debería haberse cerrado en un máximo de 24 horas según sus propios términos y condiciones.

He tratado de hablar con el casino pero solo se limitan a reconocer que se trata de un error y me piden disculpas, pero no asumen su responsabilidad.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winrolla Casino. I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: cs@winrolla.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;

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Could you please share the chat transcripts?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Hello,

The account is already closed, but I requested closure on the 29th and it wasn't closed until yesterday.

The chat doesn't send me transcripts even though I've verified my email address to receive them and it's the same as my account email. I've notified casino support, but they haven't given me any solutions.

I am also sending a screenshot of this to the email address provided.

Hola,

La cuenta ya está cerrada, pero solicité el cierre el día 29 y no me la cerraron hasta ayer.

El chat no me envía las transcripciones a pesar de haber verificado mi email para recibirlas y ser el mismo que el de mi cuenta, lo he notificado a soporte del casino y no me dan ninguna solución.

Envío captura de esto también al correo indicado.

Is it normal that no one responds?

Es esto normal que no responda nadie?

Dear player, could you please forward me the actual full email communication between you and the casino (not as a screenshot)? Unfortunately, it is not visible in your screenshot what the casino replied to you, nor do I see the email address where your email was sent.

Additionally, in this email, you do not request to close your account; it rather looks like a complaint. Please let me know if you actually sent any self-exclusion requests via email.

Hi, I didn't specifically say they should close the account, that's true. However, other sites have closed me immediately as soon as I've said I'm a gambling addict and registered with a gambling addiction registry, and I think that's how it should be. I do receive messages in the chat where I specifically request closure, and I sent screenshots. One operator even acknowledged there was a mistake and attached the screenshot.

You keep talking about responsible gaming, but now you don't think it's enough to admit to having a gambling problem and report it via email to close an account.

As for the response thread, there is no thread, they just replied that they are reviewing the case, for 10 days now.

Hola, no dije expresamente que cerrasen la cuenta, eso es cierto. Ahora bien, otras páginas en cuanto he dicho que soy ludópata e inscrito en registros de adicción al juego me han cerrado inmediatamente y considero que debe ser así. En el chat si tengo mensajes donde solicito expresamente el cierre, que envié capturas. Incluso una operadora reconoce que ha habido un error y adjunté la captura.

No paráis de hablar de juego responsable, pero ahora no os parece suficiente razón reconocer la ludopatía e indicarlo por email para cerrar una cuenta.

En cuanto al hilo de respuesta, no hay hilo, solo me responden que están revisando el caso, desde hace 10 días.

Dear player, could you please forward me the full email communication between you and the casino, including their reply that you cut off on the screenshot? I haven't received anything yet. My email is natalia.b@casino.guru.

Additionally, please send me the full chat communication that took place on 1st September. I can see that the live chat agent reacted to your message about gambling addiction and wrote: "Please, contact..." But the screenshot is cut here, unfortunately. So I wonder, what specific instructions you received from the chat?

Email sent

Email enviado

One week to respond...

Una semana para responder ...

Dear player, thank you for the email.

Unfortunately, you haven't provided a complete chat transcript. From what is visible, it appears that the Winrolla Casino support agent on 1 September began providing you with instructions on how to submit a self-exclusion request ("Please, contact …"), but the crucial part containing the contact details is cut off.

According to the casino’s responsible-gambling policy, self-exclusion requests must be sent via the dedicated email address the agent was likely about to provide. Since we have no record of a follow-up message from you or a full transcript showing that you contacted the recommended email address, it seems those instructions were not followed.

While your initial email to the casino was sent on 29 August, it doesn't contain a self-exclusion request. A proper self-exclusion request must clearly state that you wish to stop gambling and that you want your account to be closed or blocked due to gambling problems or addiction. Your email primarily threatens legal action and requests a refund of deposits, but it does not include a direct instruction to permanently close or self-exclude your account for responsible-gambling reasons.

This distinction is important because casinos handle ordinary complaints and legal disputes differently from responsible-gambling self-exclusion. Without an explicit statement that you need to self-exclude because of gambling addiction, the casino is not obliged to treat it as a responsible-gambling request.

Given the absence of a complete chat transcript and the lack of a properly submitted self-exclusion request via the required email channel, we have no verifiable evidence that Winrolla Casino failed in its responsible-gambling obligations. Your account was closed on 4 September, which is within a reasonable timeframe for processing such requests.

Accordingly, we are unable to uphold your complaint and must respectfully close this case.

When applying for 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 of having 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."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.

Regards,

Natalia