Rooster Bet Casino - O pedido de encerramento da conta do jogador foi ignorado.

Ladies and Gentlemen

I have emailed the casino several times requesting that my account be permanently closed. Unfortunately, my request was always rejected with standardized responses or ignored, without any concrete steps being taken to close it.

After several unsuccessful attempts, I finally gave up, as they clearly didn't have a serious intention to close my account. In the meantime, I've lost around €300 – an amount I'd like to be reimbursed, as I've proven to have repeatedly tried to close my account.

If you wish, I will be happy to send you screenshots of the email conversation to demonstrate my efforts.

I request a prompt response and an appropriate solution.

Kind regards

Sehr geehrte Damen und Herren,

ich habe das Casino mehrfach per E-Mail darum gebeten, mein Spielkonto dauerhaft zu schließen. Leider wurde meine Bitte jedes Mal lediglich mit standardisierten Antworten abgelehnt oder ignoriert, ohne dass konkrete Schritte zur Schließung unternommen wurden.

Nach mehreren erfolglosen Versuchen habe ich schließlich aufgegeben, da offensichtlich keine ernsthafte Bereitschaft zur Kontoschließung bestand. In der Zwischenzeit habe ich rund 300 € verloren – ein Betrag, den ich gerne erstattet bekommen möchte, da ich nachweislich und wiederholt versucht habe, mein Konto schließen zu lassen.

Gerne sende ich Ihnen auf Wunsch Screenshots des E-Mail-Verlaufs zu, um meine Bemühungen zu belegen.

Ich bitte um eine zeitnahe Rückmeldung und eine entsprechende Lösung.

MfG

Dear Mxxxi,

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 protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Share any supporting evidence with me at tomas@casino.guru

Thank you very much in advance for your reply.

I sent the documents to the email

Ich habe die Dokumente an die E-Mail geschickt

Thanks for your reply and the information provided.

If you asked the casino to close your account due to RTP-related reasons, and the casino offered you bonuses as a result, we might not ask for a refund of lost funds.

If you view yourself as a vulnerable person in need of protection from further gambling, I would recommend that you request a self-exclusion from the casino.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rooster Bet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to RoosterBet Casino support (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Looking forward to your reply.

I've asked the casino several times to close my account. I've been constantly rejected. It's very unfair to the player. The casino knows exactly that I have a gambling problem and doesn't take it seriously. I've sent them all the screenshots of the emails I've requested to close my account. I'm not getting any help here or from the casino. The money is gone, and they're tolerating it. Close the case. It makes no sense. It's best to delete my casinoguru account at the same time.

Ich habe dem Casino mehrfach gebeten bitte mein Account zu schließen. Ich wurde ständig abserviert. Es ist sehr unfair gegenüber dem Spieler. Das casino weiß genau das ich ein spielproblem habe und nimmt das nicht ernst. Ich habe Ihnen alle Screenshots von den Mails geschickt wie oft ich angefragt habe mein Account zu schließen. Weder hier bekomme Hilfe noch vom casino. Das Geld ist weg und sie tolerieren das. Schließen Sie den Fall. Es macht keinen Sinn. Am besten löschen Sie mein casinoguru Account gleich mit.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run issues with any online casino.