Rolletto Casino - Zahtev za samoisključivanje igrača je ignorisan.

I asked to be self excluded from gambling at their casino due to a gambling problem. They did not close my account and a few months (2025-04-15)later I gambled again and was able to deposit and lose 395€

Dear Veven,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your self-exclusion request.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• How many deposits did you make to this casino from the moment you informed them of your gambling problem and requested your account be closed? Did you make one deposit of 395€ or did you make several deposits? Please specify the exact dates you made these deposits.
• Have you contacted the casino more than once to request account closure?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello,

It was two deposits of a total of 395,02€.

Yes, multiple times. Including their sistersites with the same owner Santeda international.

I will attach email conversations.

I made the deposits 15/04/2025

Have you forwarded any emails to me? I have not received any messages from your email address yet. Please double-check if you typed my address correctly. It's veronika.f@casino.guru. Thank you for your cooperation.

Please check your email now.

Thank you for your email.

Could you please clarify the following points to help us understand your situation better?

• Have you been in contact with the casino between December 8 and April 19?
• Did the casino respond to your email in December ("Hello?"), when you were asked for your username because the representative couldn’t find your email address due to a typo?
• Have you tried reaching out to the casino again between December 8 and April 19?
• Have you accessed your casino profile at any time between December 8 and April 15, when you made the two deposits?

Hello.

It's a no on all questions

Thank you very much, Veven, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Veven,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rolletto Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rolletto Casino,

Could you please provide detailed information regarding this case and explain the reasons why the player's account has not been closed despite the multiple self-exclusion requests?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for your message.

Dear Veven, we truly apologize for any inconvenience this may have caused. We understand the importance of responsible gaming and take such matters seriously.

Upon reviewing our records, we can confirm that your request to close the account was received on April 19, 2025, and the account was closed on April 20, 2025.

Unfortunately, we did not receive any prior self-exclusion request before this date. While we acknowledge there may have been an attempt to contact us earlier, there is no verifiable record or follow-up in our system that would have triggered account closure.

We also confirm that two deposits totaling €395.02 were made on April 15, 2025, before the closure.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for your response and the clarification.

Could you please confirm the email address the player used to register at your casino? According to the correspondence shared by the player, your support agent was unable to locate the player’s account using the email address the player used to contact support. For your reference, the player’s provided email address is listed beneath each of their posts.

Thank you for your cooperation.

Hello!

On 6 december I told them my Username. So they were well aware of who I was.

Hello Veven,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru