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

Hello,

I requested via email for the casino to close my account as this option is not available for me to do myself.

They did not fulfill this request, and as a result, I was able to deposit an additional €3,500.

They are ignoring my gambling addiction and my right to responsible gaming.

I hope you can assist me in quickly recovering my losses.

Hallo,

Ich habe das casino per Email gebeten mein Konto zu schließen da diese Funktion nicht für mich selbst zur Verfügung steht.

Sie sind dieser Bitte nicht nachgekommen und so war ich in der Lage noch 3500€ einzuzahlen.

Sie ignorieren meine spielsucht und mein Recht auf verantwortungsvolles spielen.

Ich hoffe sie können mir helfen meine Verluste schnell zurück zu erhalten.

Dear justins99js,

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

Players can choose to self-exclude from our platform for 6, 9, or 12 months. During the self-exclusion period, players will be unable to access their account and will not receive any promotional communications from Rocket Spin.com.

Could you please advise if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Yes, I still have access to my account.

I will send you the mail

Ja ich habe noch Zugriff auf mein Konto.

Ich schicke Ihnen die mail

Hello

Can you help me speed up the case? I have lost money that I cannot actually spend. I am afraid that the processing will take a long time.

Can you help me at all?

Hallo

Können Sie mir helfen den Fall zu beschleunigen? Ich habe Geld verloren das ich eigentlich nicht ausgeben kann. Ich habe Angst das die Bearbeitung sehr lange dauert.

Können Sie mir überhaupt helfen?

Thank you for your reply, justins99js. I'm sorry, but 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. Since you've never informed the casino about your problem, I can only recommend that you send another self-exclusion request.

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 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."

Please send another email to the casino and keep me informed about any developments.

justins99js informed me via email that he wishes to close this complaint, therefore we will not proceed with further investigation.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.