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I am submitting this formal complaint to report a serious failure by a licensed online casino to enforce responsible gambling protections and a requested account closure, despite clear and timely communication of a gambling addiction.

Chronology of Events

On 22 January 2026, I contacted the casino and explicitly requested the permanent closure and deletion of my account due to a gambling addiction problem.

I received confirmation from the casino that my request for account closure had been received and forwarded for processing.

Despite this, on 30 January 2026 and 31 January 2026, I was still able to deposit and gamble a total of 900 EUR on the same account.

These deposits were processed successfully and without any restriction, even though my account should have been closed or at minimum fully restricted.

Responsible Gambling Failure

At the time of my request, I clearly communicated a gambling-related problem and explicitly asked for my account to be closed. Under responsible gambling obligations, such a request should result in immediate and irreversible restriction of the account, preventing any further deposits or gambling activity.

Allowing continued deposits after a clear request for account closure due to gambling addiction represents a serious breach of player protection duties and responsible gambling principles.

Refund Request

I am formally requesting a refund of the 900 EUR deposited on 30 and 31 January 2026, as:

I disclosed my gambling addiction in a timely manner,

I requested permanent account closure,

and the operator failed to enforce appropriate safeguards, allowing further financial harm.

Supporting Evidence

I am attaching the following documents for your review:

Proof of my account closure request dated 22 January 2026,

The casino’s confirmation that the request was received and forwarded,

Transaction records showing deposits made on 30 January 2026 and 31 January 2026.

Requested Action

I respectfully request that the regulator:

Investigate this matter,

Review the operator’s compliance with responsible gambling obligations,

and assist in resolving my refund request for the deposits made after my closure request.

Thank you for your time and attention to this matter. I am available to provide any further information if required.

Kind regards,

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Dear zoroporoxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

SELF-EXCLUSION:

Should You require a break from online gambling, You can choose the option to self-exclude for whatever time You wish and feel secure. We will make sure to effectively bar You from playing on our website during such period. Self-Exclusion means that You exclude yourself, out of Your own choice, from accessing Our Services. Self-exclusion is aimed as a strong intervention tool when gambling becomes compulsive. If you wish to self-exclude yourself, please send an email to our support team at support@rollcasino.com and give them a time span of Your choice for exclusion. Once Our support team receive Your email, they will immediately reach out to explain You all the implications of self-exclusion, future steps and any additional information or assistance needed. Remember that You may not request the lifting of Your self-exclusion before the end of the effective period for your own protection. During Self-Exclusion You are not allowed to create a new account and every attempt to create a new account shall be a violation of our Terms of Service and may result in Your permanent ban from our website. Your account will only be reopened if You contact us to request it after the self-exclusion period has expired.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Yes, I have. I also sent them an email.

Ja habe ich. Ich habe ihnen auch email geschickt.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear zoroporo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra