Rollero Casino - Player’s account has been closed without reason.

Based in Ireland but can't update country.

Signed up to Rollero as I have played at their sister site for almost a year. They sent a boosted welcome offer to entice me.

Was verified with all my documents, then tried to withdraw 220. Two days later got an email saying 'administrative decision to close your account', yet they are trying to steal the funds in the account and refund only my last deposit. That's obviously not legal and looking through the complaints section here I see two more players from canada had exact same attempted on them.

I want my balance sent to my skrill, and an explanation of why they would try and entice me to play just to do this. Am obviously closing my PlayMojo account

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Rollero Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you provide details about the welcome offer you received? Have you completed the wagering requirement before requesting the withdrawal?
• Have you claimed the welcome bonus at the sister casino too? Have you experienced any similar problems there?
• Have you already received a refund of your deposit?  

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,

Natalia

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Their sister site PlayMojo where I have been a player for this year, sent me a 200% offer.

I took a bonus at Play Mojo about 6 months ago but never used any other bonuses. Ive used cash deposits and been fine there.

No refund on my deposits. They are trying to refund only my last deposit when there is 220 in the account. My last deposit alone would be less than this. That is not legal. You cannot allow me to deposit MULTIPLE times, then try and steal the account balance and offer to refund the last deposit.

I want a refund of ALL my deposits (that's more then the 220 in the account now) or, if they don't want me playing there just to refund the account balance of 220.

I see other players in the complaint section have encountered the same issues.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I have uploaded them here.

It is the same copy and paste, saying they will only refund my last deposit. I refuse this. My balance was 220, they either send me that or they send me ALL my deposits (Far more then 220).

I also include the email of them enticing me to sign up

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jessethome, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Rollero Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s acount has been closed and winngs were refused to be paid? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for reaching out to try and resolve this situation.

Please be assured that we take such cases very seriously and have been working to gather all the necessary information. We have sent you an email to this effect. 

Kind regards,

The Rollero Team

Would love to see any 'information' and/or 'evidence', given I have been given no reason as to why they have attempted the theft of the balance?

I would like to thank the Rollero Casino for a prompt response, as well as provided evidence.

Dear jessethome, the casino has provided me with the gameplay history of yours, which I am unable to share for the usual reasons. From this history it can be seen that a technique called "delaying rounds" has been used at slot Spirit of the Lake, which is against the casino's bonus terms and conditions:

5.7. The use of the bonus funds purely to progress through the bonus stages is prohibited. For example, it’s prohibited to use the bonus or cash funds purely to progress through the bonus stages (e.g. collecting 9 out of 10 coins to reach a bonus feature) and then the final stages (e.g. playing to collect the final coin to reach 10 out of 10 coins to reach the bonus feature), and to complete the stages with cash bets when the bonus funds have been forfeited, lost or wagering met and converted to cash. All the winnings gained during such a play may be considered void.

Since your deposit has been refunded and the casino has been only following their own Terms & Conditions that you have agreed to upon signing up, this case will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion.