Rolletto Casino - 適切な検証が行われずにプレイヤーのアカウントが閉鎖されました。

how can I be allowed to spend so much without the right verification being done and

how can I be seen to loose so much without a single check in with me personally and mentally

Username [removed by Casino.Guru admin]

Hi I have a gambling problem and been on GameStop 5 years now in the uk

I had a gambling block on my card but somehow payments still went through 

I have a serious gambling issue and I’m in alot of debt because of it and it’s caused serious mental health I haven’t lost a crazy amount with ur casino compared to others but could I request a refund back please as I’m in very bad place and I need all the money I can / lost to pay off the debts due to the problem 

And could my account be closed immediately 

Please could u consider refund as I wasn’t in the right frame of mind to gamble with ur casino and lost a lot of money in one go and

I’m already in a lot of debt due to gambling 

I had blocks on my bank and still went through I want to have some compensation please 

I’ve spoke to some professionals and got some proper advice on the laws and regulations round this and I shouldn’t of been able to deposit so much without more checks from your company to see who i was to take my money and then when its got really bad ur company did no checks to highlight problem gambling from myself which you state you do this as a company as a duty of care

I’ve also spoke to my bank and they’ve advised me to contact you before they start to go about getting my money back thank you

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rolletto Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi will send all over on email now

I will not contact them again after I got no response last time hence why I’m trying to resolve through here

thank you

Thanks for providing the requested information.

If you informed the casino about your gambling problem and the casino acted by closing your account, we would consider such actions as satisfactory.

From the information you provided, you informed the casino on March 7th, and the casino closed your account the same day.

Please note that if you wish to be protected in online casinos operating outside of the jurisdiction of the UKGC, you need to inform them about your gambling problem and request a self-exclusion.

We pursue only cases where such protection fails. Whether the casino has a particular license or not can't be used as a pretext to pursue a refund by our complaint resolution center.

If you haven't informed the casino about suffering from gambling problems before March 7th, we won't be able to intervene, and the complaint will be closed.

Looking forward to your reply.

I have done this

Thanks for your reply.

Without further information, we are powerless in confronting the casino regarding the issue due to the reasons above. From our point of view, you informed the casino about your gambling problems on March 7th, which led to the closure of your account, which we find acceptable. The other concerns you raised are not enough for us to request a refund of your lost funds.

Due to the aforementioned reasons, 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.