Romus Casino - Das Spielerkonto ist weiterhin geschlossen.

Bon Casino has changed its name and is now called Romus Casino. I haven't reopened my account even though I reported gambling problems.

bon casino à changé de nom et maintenant il ce prénomme romus casino j'ai plus réouvert mon compte malgré que j'avais signalé des problèmes de jeux

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Hello,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Romus Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Additionally, could you kindly provide a link to the casino against which you would like to file a complaint?

Thank you in advance for your response.

Best regards,

Attila

Hello, I reopened my Romus account, which is July. I reported some gaming issues, but the casino hasn't closed it. I've even deposited another 100 euros. I have screenshots if needed.

bbonjour j'ai réouvert mon compte sur romus qui est juilus , j'ai signalé des problèmes de jeux et le casino n a pas éffectue la fermeture j'ai plus encore déposer 100 euro, j'ai les capture d écran au besoin

Dear Player, could you kindly provide a link to the casino against which you would like to file a complaint?

https://romuscasino1.com/en/blocked

Thank you for clarifying. Could you please confirm when did you first request a self-exclusion from Romus Casino? Additionally, when exactly did Romus Casino close your account?

Thank you in advance for your reply.

Hello, do you see the screenshots? The message was sent on February 10th at 4 AM, and on the morning of February 10th, the casino replied asking me to choose self-exclusion, and in the evening they still allowed me to deposit. I confirm that Romus is identical to Jullus, and they reopened my account, but I no longer have the date?

bbonjour voyez vous les capture d écran Le message a été envoyé le 10 février à 4h et le 10 février au matin le casino m'a répondu en me demandant de choisir une autoexclusion et au soir il me laisse encore déposer, je vous comfirme que romus et identique à jullus est il ont réouvert mon compte mais je n ai plus la date?

Hello Atilla, you see, I reported my gambling problems by email. The casino read my request, but instead of permanently closing my account as requested, they offered me self-exclusion. Where is responsible gambling if the casino doesn't take the request seriously? My message was clear, and that morning they should have closed the account immediately. That's a sign of the casino's seriousness. I didn't ask for anything else, and that evening I continued to deposit, so I think the casino should refund my deposits since they were aware of my gambling problems. Sincerely, [Redacted]

bonjour Atilla voyez vous je signale par mail mes problèmes de jeux le casino lis bien ma demande, au lieu de fermer mon compte définitivement comme demandé il me propose une autoexclusion, ou et le jeux responsable si le casino ne prend pas au sérieux la demande, pourtant mon message été clair et ce matin la il aurait dû fermer immédiatement le compte, cela et un signe de sérieux du casino,je n ai pas demandé autre chose et ce soir là j'ai continuez à déposer donc je pense que le casino devrait me rembourser mes dépôt car il avait pris connaissance de mes problèmes de jeux. Cordialement [Redacted]

Thank you for clarifying. I apologize, but we won't be able to assist you with the refund. Based on the information you have shared, it appears that you requested a self-exclusion from the casino on February 10th, and as a result, they closed your account on the same day. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Romus Casino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint.

Best regards

Attila

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