Rolly Spin Casino - Запрос игрока на закрытие аккаунта игнорируется.

I asked for self-exclusion of the account for addiction to the game and they won't close the account.

It's still open and there's no reply to my emails

Pedi autoexclusao da conta por vicio do jogo e nao fecham a conta .

Continua aberta e sem resposta aos e mails

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sylviaslb, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rolly spin (Rollyspins777.me). Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please confirm the exact date you have first asked for self-exclusion in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila G.

On January 7th, I asked for self-exclusion.

To this day, no one has replied and the account is still open. I've uploaded the emails sent and no reply. Thank you

Dia 7 janeiro pedi a autoexclusao.

Ainda hoje ninguém respondeu ao pedido e a conta continua aberta. Enviei nos prints os e mails enviados e sem resposta. Obrigado

The next day I spoke to someone in chat and they couldn't do anything either. That's impressive

No dia seguinte falei com alguém no chat e tb nao podem fazer nada. Isto é impressionante

Good morning, everyone. This morning I received an email from this casino that hasn't even closed my account yet and the most impressive thing is that it demands all kinds of documents to be able to self-exclude. This is not normal. I enclose the reply

Bom dia a todos. Esta madrugada recebi um mail deste casino que ainda nem fechou a minha conta e o mais impressionante é que exige todo o tipo de documentos para me poder autoexcluir. Isso nao é normal. Envio em anexo a resposta

So when you start playing, they don't ask for verification straight away, but if I want to block you because I'm addicted to the game, what do they want me to send my documents for? That sounds strange to me.

Portanto quando se começa a jogar nao pedem logo verificação mas se quero bloquear por vicio do jogo querem que eu mande os meus documentos para quê? Até me soa a estranho isso.

Dear sylviaslb, thank you for your response.

Could you please confirm whether you were allowed to deposit funds into your account from the moment of your self-exclusion request? If so, could you please share your deposit history?

Additionally, are you still able to access your account and deposit funds?

Could you please advise whether you have proceeded with the verification process?

Thank you in advance for your patience and cooperation.

The account is still open today. I've sent everything I have.

A conta continua aberta ainda hoje. Ja enviei tudo o que tinha.

They don't want to close. I don't care anymore.

Nao querem fechar. Ja nao quero saber .

And I haven't started any process to verify the account if I don't even intend to play there. That doesn't even make any sense.

E nao iniciei processo nenhum para verificar a conta se nem pretendo jogar la. Isso até nao tem logica nenhuma.

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

Dear sylviaslb,

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,

Attila