Rooli Casino - Das Konto des Spielers wird trotz Aufforderung zur Selbstausschließung nicht geschlossen.

Hello, I have a gambling addiction and wanted to have my account blocked. After repeatedly writing to them asking them to block my account, I was always told to calm down and take a day off. Then they kept giving me bonuses to keep me playing. This meant I kept falling into the trap and had to deposit again.

I don't think that's okay at all. I keep asking them to please block my account and I keep getting tempted to deposit again.

I hope you can help me somehow, the losses are at least 500€ if not more..

Best regards

Hallo, ich bin an Spielsucht erkrankt und wollte mein Konto sperren lassen, nach wiederholtem anschreiben sie sollen mein Konto sperren wurde mir immer nur gesagt ich solle doch kurz runterkommen einen Tag Pause machen und dann haben sie mir immer wieder Prämien gegeben damit ich bleibe.. dadurch bin ich immer wieder in die Falle und habe wieder eingezahlt..

Ich finde das überhaupt nicht okay.. immer wieder sage ich sperren sie bitte mein Konto und ich werde immer wieder dazu verleitet wieder einzuzahlen.

ich hoffe ihr könnt mir irgendwie helfen, die Verluste beziehen sich auf min 500€ wenn nicht sogar mehr..

Liebe Grüße

Dear Porzelan776153,

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

Self-exclusion

In case you wish to block access to your account on our website, then you can self-exclude yourself from accessing your gaming account on Rooli.com for a desired period.

To enable self-exclusion, please visit the "Responsible Gambling" section in your account. You also can contact our Customer Service via chat ("Chat now") or sending us a message when Support staff is not online by using the "Leave us a message" function at the bottom of the site.

Could you please advise if you have informed the casino about your gambling problem? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello, the casino knows about it but keeps offering me things and bonuses.. because of this I can't stop and keep paying in, I just want to be blocked but keep losing more

Hallo, das Casino weiß darüber Bescheid aber bieten mir immer wieder Sachen an und Prämien.. dadurch kann ich nicht aufhören und zahle immer wieder ein, ich möchte einfach gesperrt werden aber verliere immer mejr

My account is now closed. After repeated discussions, they have finally closed it. Now the only problem that remains is the money I lost during this time.

what happens next?

Mein Konto ist nun geschlossen nach mehrfachem diskutieren haben sie es nun geschlossen. Jetzt bleibt nur noch das Problem mit dem Geld das ich in dieser Zeit verloren habe..

wie geht es nun weiter?

Hello Porzelan776153,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, and I apologize for the delayed response, Porzelan776153. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this, and from your screenshot, I only see you informed the casino that you are dissatisfied with the winnings. Since you didn't inform the casino about your gambling problem and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

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.