Rolling Slots Casino - El jugador cuestiona las prácticas de juego responsable.

Hello everyone,

So today i'm writing this complaint regarding my experience with rolling slots casino which it operates with curacao gambling licence (Netherlands Antilles (Antillephone 8048 / JAZ2020-070)) everything was good at the beginning except for the responsible gambling section. So i had won a total of 9687,5 Euro till the 15th of july and in between i contacted many times the customer service to set a limit so i'll be sure i won't be addictive and don't gamble the whole sum away. Even i contacted the kyc team nicely to ask them to accelerate the withdrawal process and they started playing with rules like they have the right to determine the maximum and minimum amount to withdraw per day and to set and schedule the payment as they want without respecting the player. I was begging them many times and a employee just told me on the 14th of july that due to active balance my account couldn't be frozen which is against responsible gambling so what i got from their part was simply ignorance and my requests got rejected. So both wishes got ignored and they told me that such a possibility isn't available although at each online casino provider there's a whole section for reasonable gambling where the player adjusts the limit when in danger and that's what i wanted exactly. I find this really unfair and i'm really sick of such casino's behavior because it's the second time that i experience this matter with the same operating licence (vulkan.bet) where i ask for limits to be sure that i'll get the whole amount withdrawn but indeed i stay with empty pockets and lose everything because they know that with such an amount the player is insecure and will gamble it sooner and later they really don't want to cash out the money. So i'm asking you kindly once for all to intervene and help me out in such a matter to get the unfairly loss because the money is extremely needed and i really would appereciate your help. My id login is rad234 and the email address is samlosbagloss@gmail.com. And yeah just for information from the whole 9687,5 Euro i just got 500 Euro withdrawn which i gambled back after losing the pending amount of 9187,5 Euro.

I would like to thank you in advance for your help and your time dedicated to my case and i'll be looking forward to hear from you back.

Best regards,

rad234

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible gambling section and General T&Cs and I have not found a single word about such a limit. Even the casino informed you that they are not able to set this limit.

Please note that tools such as the loss limit and other types of limits are not mandatory, and we cannot penalize casinos for not having them, or if casinos are not using them according to your expectations.

I am sorry, but if you lost your winnings, there is not much more we could do for you. Please let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards,

Kristina

Hello Kristina,

well not only i asked for a limit but also i wanted to get a break where the account would be set frozen. Normally and according to their terms and conditions it‘s possible but even it was refused. I don‘t know why they don‘t protect such a player especially when mentioning this big section called responsible gambling that‘s what made me confused for sure.

Thank you for your reply, rad234. Could you please forward those requests to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please, forward it as well. Much appreciated.

Have a nice day Kristina,

Thank you for your cooperation and taking my case. That matters a lot to me right now. So I sent you an email with more details. Could you please confirm receipt here.

Best regards,

rad234

Einen schönen guten Tag Krisitina,

danke für Ihre Zusammenarbeit und die Übernahme meines Falles. Das zählt viel für mich derzeit. Also habe ich Ihnen eine Email mit weiteren Details geschickt. Könnten Sie mir bitte den Empfang hier bestätigen.

Viele Grüsse,

rad234

Thank you for your email, rad234. Unfortunately, I don't see any messages in which you directly asked for a cool-off period, or informed the casino that you have a gambling problem before you lost your money. Would you be so kind as to forward these conversations as well?

Hello Kristina,

sorry for the late reply. So you noticed that in the official answer from casino side and the screenshot with one of their employee which i sent you already that they knew about the matter and it was simply ignored. Even i contacted them to request the concrete chat transcript which justify and prove my complaint they just ignored my request and told me that it’s impossible. But stay assured that i was like begging them to make a cooling off period and that was between the 12th of July and the 14th of July and what i received is only ignorance. So i’m really relying on your help to accord a chance to my case and move forward with this matter because what i faced was only injustice 😞

I would like to thank you once again for your support and time dedicated to my case.

rad234, I am sorry, but in cases like this one, we need to see the request itself. This evidence is crucial for us to fully evaluate cases like this.

Moreover, I would like to emphasize that such tools are not mandatory, they are just an extra feature for players. Unfortunately, there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. The situation would be different if you requested a permanent self-exclusion due to gambling addiction which doesn't seem to be the case here. If the casino is not able to set a cool-off period or a loss limit, I am afraid there is not much more we could do.

Dear rad234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.