RollXO Casino - Solicitud de cierre de cuenta del jugador no cumplida.

Hello,

I have an issue with the casino.

I asked in the chat to close my account, and I was redirected to send an email.

I did send the email and made it clear that I wanted my account closed. This has not been done, and now I've lost another 40 Euros.

What happened to player safety? The casino is therefore a 0 out of 10.

I hope you can assist me with the refund and account closure.

Hallo,

Ich habe ein Problem mit dem Casino.

Ich habe im Chat nach einer Account Schließung gefragt und da wurde ich darauf verwiesen eine Email zu schreiben.

Dies hab ich getan und deutlich gemacht, dass ich meinen Account geschlossen haben möchte.Dies ist nicht passiert und jetzt hab ich schon wieder 40 Euro verloren.

Was ist mit Spielersicherheit?Das Casino ist somit eine 0 von 10.

Ich hoffe sie können mir bei der Rückerstattung und Account Schließung helfen.

Dear Cutzii,

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 problems).

Could you please specify the reason for closing your account? Do I understand correctly that you want to close your account simply because you didn't receive an in-game feature?

If there is any other account closure request, please send it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello, I know the difference.

But since the casino doesn't offer any option for self-exclusion or limits, this was the only way to protect myself. The casino didn't comply with this and I then deposited another 60 euros.

Hallo, Ich kenne den Unterschied.

Aber da es in dem Casino keine möglichkeit zum selbstauschluss oder Limitierung gibt war das die einzige möglichkeit mich zu schützen.Dies ist das Casino nicht nachgekommen und ich habe danach noch weitere 60 Euro eingezahlt.

Thank you for your reply, Cutzii. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello, of course I wanted to close the account to protect myself, SINCE THERE IS NO SELF-EXCLUSION FUNCTION.

Hallo, natürlich habe ich das konto schließen wollen um mich selbst zu schützen, DA ES KEINE SELBSTAUSSCHLUSS FUNKTION GIBT.

The same is true of another casino. Retro Bet also does not close accounts upon request without the option to self-exclude.

Genauso ist es in einem anderen Casino von denen der Fall. Retro Bet schließt konten ebenfalls auf anfrage nicht ohne die möglichkeit einen selbstausschluss zu machen.

Do I understand correctly you still have access to your casino account?

Not anymore, because I put a lot of pressure on them after repeated deposits...but these deposits should never have happened because I told them in the chat to close my account and also by email, close it without asking questions, just close it! This didn't happen, instead a handful of free spins were credited to my account.

Jetzt nicht mehr, weil ich nach Wiederholten Einzahlungen richtig Druck gemacht habe..aber zu diesen Einzahlungen hätte es nie kommen dürfen da ich dem chat gesagt habe er soll meinen Account schließen und per Email auch, schließen ohne fragen zu stellen, einfach schließen! Dies ist nicht passiert ,stattdessen wurden mir eine Hand voll freespins auf Konto gutgeschrieben.

We can only assist with refunding deposits made after a self-exclusion request if the player has clearly informed the casino of their gambling problem. Unfortunately, the screenshots you provided do not include this information. If you mentioned gambling addiction in any of your account closure requests, please share that email/message with me.

This is a joke.

Das ist ein Witz.

No, this is not a joke, this is our company policy. Do I understand correctly that you cannot provide the required information?

If I explicitly tell the casino to close my account and not ask any questions, but simply close the account, is it correct that I will be credited with 20 ridiculous 10 cent free spins and the account will remain open? There must be a reason why you close your account.

Wenn ich dem Casino ausdrücklich mitteile meinen Account zu schließen und keine Fragen zu stellen, sondern einfach den Account zu schließen ist es so richtig, dass mir 20 lächerliche 10 cent free spins gutgeschrieben werden und der Account offen bleibt?Es wird schon seinen Grund haben warum man seinen Account schließt.

As previously explained, there is a distinct difference between a standard account closure and self-exclusion, which is specifically designed to protect players dealing with gambling-related issues. The self-exclusion involves stricter regulations and safeguards. Therefore, if there is a reason for the closure, the casino is within its rights to ask for details, whether it is convenient for you or not. In fact, we encourage casinos to inquire about the reasons behind account closure requests as part of their commitment to enhancing responsible gambling practices.

Unfortunately, we haven't proceeded anywhere for three weeks. Since your account has been closed, I am afraid there is nothing more we can do for you.

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.