The player from Germany had repeatedly requested the permanent closure of his casino account, but his requests were ignored or met with standardized responses. He had lost approximately €300 during this process and sought reimbursement along with a resolution to close his account. The Complaints Team closed the complaint as per the player’s explicit request.
Rooster Bet Casino - Player's account closure request is ignored.
Amount: €300
Rooster Bet Casino
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
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
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
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 [email protected]
Thank you very much in advance for your reply.
Public
Complaint Specialist
Public
1 month ago
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 [email protected]) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide
Looking forward to your reply.
Public
Public
1 month ago
Translation
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.
Automatic translation:
