Rolly Spin Casino - Запрос игрока на закрытие аккаунта задерживается.

The casino won't close my account even after I inform them that I have a gambling addiction. I've already sent several emails and the answer I got was that I would have to carry out a profile check to make the request to close the account, which I found strange. Since the verification I've never had a reply and the account is still open, which is very damaging for me at all levels.

O casino não encerra a minha conta mesmo depois de eu informar que se trata de um vício de jogo. Já enviei vários e-mails e a resposta que obtive foi que teria de efetuar uma verificação de perfil para efetuar o pedido de encerramento de conta, o que achei estranho. Desde a verificação nunca mais obtive resposta e a conta continua aberta o que está a ser muito prejudicial para mim a todos os níveis.

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 Jorgesilva26,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and the General T&Cs and I found this:

When to Take a Break

If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at [email protected].

During the exclusion period, your account will remain inaccessible, and you are not permitted to create new accounts. After the selected period has ended, your account can be reactivated only upon request. super-spin.com bears no responsibility if you continue to gamble using another account, name, or address during the exclusion period.

SELF-EXCLUSION

The Casino offers a self-exclusion option for players who wish to take a break from gambling. To initiate self-exclusion, please contact us at [email protected] with a clear request and the desired duration of the exclusion period.

Self-exclusion can be requested for a specific period of up to 12 months. The account will be blocked only after the exclusion period has been clearly stated in your message. During this time, access to the account will be restricted, and it will not be possible to reverse the exclusion until the specified period has ended.

After the exclusion period has passed, you may contact us to request reactivation of your account. The account will remain blocked until you contact us with a formal request to re-open it.

Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.

When did you inform the casino about your gambling problem for the first time? Could you please forward the account closure requests you sent to the casino to my email at [email protected]?

Thank you very much for your cooperation.

Best regards,

Kristina

Dear Jorgesilva26,

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.

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

Dear Jorgesilva26,

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,

Kristina