Rolletto Casino - プレイヤーはアカウントの再開と自己排除ポリシーについて質問します。

first of all I won't make a complaint I self excluded for a year I tried to reopen my account to be told I wasn't allowed due to exclusion being in place and had to wait until the year was up I then contacted yesterday and I was asked was I sure I wanted to reopen my account and I said yes as am a gambler and I have a problem I just want to ask first of all why was I allowed to reopen my account when I got told the first time I wasn’t allowed to reopen it due to the exclusion that was in place secondly I won’t to no why I was allowed to open different casinos and deposit I also I closed one account due to having a gambling problem but was then allowed to open another casino acount which are sister sites surely in the terms and conditions I shouldn’t of been allowed as there sister sites and the same license as rolletto there’s sites are velo bet my stake don bet when in reality and the terms and conditions I shouldn’t of been allowed to open other accounts it should of flagged up on the system that I wasn’t allowed to open any sort of acount as there all linked this is breaking the terms and conditions and especially with rolletto as I was told first of all I wasn’t allowed to reopen as I had the self exclusion but then I was allowed to reopen it again yesterday

Dear Dolanw01,

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

Please note that Curacao-licensed casinos are not obligated to enforce self-exclusion in associated brands. To self-exclude in these casinos you need to contact each one and request a separate self-exclusion.

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

• Have you informed the casino about suffering from gambling problems at any time?
• Is your casino account currently closed?
• Could you please share the confirmation regarding your self-exclusion you received from the casino one year ago?
• Have you contacted support and asked for assistance? With what result? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Dolanw01,

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.

I have emailed you

Thanks for your reply.

Could you please share with me responses from the casino you received on the day your account couldn't be reopened and on the day your account has been reopened?

Please send this information to my email at tomas@casino.guru

Dear Dolanw01,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.