Rollino Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello,

Due to a gambling addiction, I sent an email to support@rollino.co on October 10, 2024, requesting that my account be permanently closed.

Since I received no response and the account was still open until October 28, 2024, allowing for further gambling, I contacted my VIP manager and the live chat. Neither could assist me; the VIP manager claimed that the live chat team could close my account, while the chat team advised me to send an email. However, as mentioned, the email was sent on October 10.

As it is evident that players with gambling addiction issues are being exploited here, I hereby request that all deposits made by me since the request for account closure be refunded to my account.

I have a screenshot of the email sent to Rollino on October 10 and the confirmation of account closure on October 28, which I can gladly provide.

Guten Tag,

aufgrund Glückspielsucht habe ich am 10.10.2024 eine Mail an support@rollino.co geschrieben mit der Bitte mein Konto permanent zu sperren.

Da ich keinerlei Rückinfo bekommen habe und das Konto bis 28.10.2024 noch immer offen war und Geld verspielt werden konnte habe ich mich an meinen VIP Manager und an den Livechat gewandt. Diese konnten mir beide nicht helfen, der VIP-Manager meinte die Leute im Live Chat können mein Konto sperren und die im Chat wiederum sagten, ich soll eine Email schreiben, die Email wurde aber wie besagt am 10.10. verschickt.

Da hier offensichtlich Glückspielsüchtige Spieler ausgenutzt werden fordere ich Sie hiermit auf, alle getätigten Einzahlungen von mir seit der Bitte um Kontoschließung an mein Konto rückzuüberweisen.

Einen entsprechenden Screenshot der Mail vom 10.10. an Rollino und die Bestätigung der Kontoschließung am 28.10. habe ich parat und kann gerne verschickt werden.

Dear fabianhsv98,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Have you requested a refund of your deposits from the casino? With what result?
• Have you specified 'gambling problems' as a reason for account closure or self-exclusion in any of your requests?
• Could you please specify the circumstances under which your account was closed on October 28th?
• Share any supporting evidence in the form of screenshots here or send the information to my email address at tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello,

I requested the refund in a long email, but all I got back was a stupid sentence: "Your account has been closed at your request" and no information about the refund.

Not in the email request, but constantly via live chat and also the VIP manager.

On October 28th I finally received an email:

Thank you for your email - your account has been closed. When I try to log in to my account it says: User is blocked due to gambling addiction - so the casino knows the reason from the start and it was a self-exclusion.

Hallo,

die Rückerstattungen habe ich in einer langen Email gefordert, daraufhin kam nur ein schwachsinniger Satz zurück: „Ihr Konto wurde auf Ihren Wunsch hin geschlossen" und keinerlei Info zur Rückerstattung.

In der Email Anfrage nicht, aber ständig per Live Chat und auch dem VIP Manager.

Am 28.10. bekam ich endlich eine Mail:

Vielen Dann für Ihre Mail - Ihr Konto wurde geschlossen. Wenn ich mich anmelden will mit meinem Konto steht da: Benutzer ist wegen einer Spielsucht gesperrt - also weiß das Casino den Grund von Anfang an und es war ein Selbstausschluss.

Hello?

Hallo?

Does no one want to take on the obvious case? It is more than obvious that gambling addiction was exploited here. I request that Rollino comment on this, otherwise I will hand the matter over to my lawyer, whose costs will be passed on to Rollino.

Will keiner den Offensichtlichen Fall übernehmen? Hier wurde mehr als offensichtlich die Spielsucht ausgenutzt. Ich fordere Rollino hierzu auf, Stellung zu nehmen ansonsten übergebe ich an meinen Anwalt dessen Kosten an Rollino übergeben werden.

Thank you for your patience, fabianhsv98.

We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Please allow me to ask you further questions:

• Have you saved any communication between you and your VIP manager?
• Could you please share it with me and indicate when the communication took place? Send it to my email at tomas@casino.guru or share screenshots here
• Could you please share a screenshot of your attempts to log in resulting in the 'blocked due to gambling addiction' error?

I apologize but your current status of excluded due to gambling problems doesn't provide sufficient evidence you informed the casino before depositing and losing this amount.

Kindly provide an acknowledgment from the casino as to when your account was blocked and when you informed them about the gambling problem, otherwise, we can't ask the casino for a refund. I understand this is frustrating for you, however, we stand no chance against them without sufficient evidence.

Dear fabianhsv98,

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.

Due to the aforementioned reasons, this complaint will now be rejected. 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.