Romancasino - Die Schließung des Spielerkontos wurde nicht respektiert.

Hello, I requested that my account be permanently closed last month, which they did. This month, I asked them to reopen it, and they did. I deposited a total of 1680 EUR and lost it. Afterwards, I remembered that I had requested a permanent closure of the account, which the casino did not adhere to. Now, I am requesting a refund, but they refuse to pay.

Hej jag begärde mitt konto skulle stängas PERMANENT förra månaden , vilket dom gjorde, denna månaden begärde jag att dom skulle öppna den igen och det gjorde dom , jag satte in totalt 1680 EUR och förlora dom , därefter kom jag på att jag hade begärt permanent stägning av kontot vilket kasinot inte följde nu begär jag refund men de vägrar betala

Dear mdarowiche1978, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi, the day I closed my account I said in the chat clearly and firmly that I want my account to be closed without the option to be reopened, close the account without option to be reopened, the reason was because their RTP was under all criticism. When a player requests such closure, the account should not be reopened even if the player himself requests it, in this case they opened it again and did not care about the permanent closure which led to me being right about their RTP and therefore lost 1680 EUR in just 2 days ...

Hej , den dagen jag stängde mitt konto sa jag tili chatten klart tydligt och bestämt att jag vill mitt konto ska stängas ner utan möjlighet att återöppnas , close the account without option to be reopen, anledning var för deras rtp var under all kritik . När en spelare begär sådan avstägning skall kontot inte återöppnas även om spelaren själv begär det , i detta fall öppna dom den igen och brydde sig inte om permanent avstägningen vilket ledde till att jag hade rätt om deras rtp och förlorade därför 1680 EUR på bara 2 dagar ...

Hi again, I would like to add that the casino site knows that they made a mistake by opening my account and refuses to admit it in order to avoid a refund. Their terms and conditions state very strictly that if a player chooses to close themselves, there is no possibility of reopening the account. This is their policy, which they have violated.

Hej igen, vill lägga till att casino sida vet om att dom gjorde misstage genom att öppna mitt konto och vägrar erkänna det för att slippa refund, i deras terms and conditions står det väldigt strikt att om en spelare väljer att stänga av sig finns ingen möjlighet att återöppna wtt konto det är deras policy vilket dom har brytit mot.

Please note that there is a distinction between a standard account closure due to dissatisfaction with the gaming experience and a self-exclusion request due to gambling addiction. If your account was closed solely because of concerns like a low RTP of the games, this does not qualify as a valid self-exclusion request. In such cases, we do not hold casinos accountable for allowing players to reopen their accounts.

If you do not have evidence indicating that your request was made due to gambling addiction, we will not be able to request a refund of your lost deposits from the casino.

Thank you for your understanding.

Permanent shutdown means permanent

Permanent avstägning betyder permanent

There is a difference between closing an account due to your dissatisfaction with the user experience and closing an account due to compulsive gambling, as I explained in my previous reply. Please forward me the account closure request you sent to the casino as requested. Otherwise, I will be forced to reject your complaint due to insufficient evidence on your part. Thank you. I appreciate your cooperation.

Dear mdarowiche1978,

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.