Rollero Casino - Player’s winnings are incorrectly compensated.

Hey. This might be a bit long, sry about that.

about 6 days ago i was playing on this site, and long version short i made a withdrawal, while i did that i saw on my profile that i was in a Tournament.

i got curious about it, and decided to contact live chat support about it.

The support explained to me what it was and gave me a link to the tournament.

i took a look at it and decided i wanted to try and climb up the tournament ladder, so i went ahead and canceled my withdraw of 40 000nok and started climbing it.

After the tournament ended last monday i got 10th place. which is 777eur.

but the site gave me just 200nok.....

i contacted live support about this, and explained that was the wrong amount given etc..

They contacted the manager and checked this, but the manager told me i got given the '' correct amount ''

i pointed out that i DID NOT get the correct amount, and gave them several screenshots proving it.

then today i was told by the manager that they can see what the live support agent told me and the link i was given.

BUT said THAT was done out of '' human error ''

and i got given the wrong information, and infact was never in THAT tournament i was told i was in.

I told them thats not my fault, i contacted AND asked. and i was told i was in the specific tournament and even given a link to it.

They then decided to end the ''case'' and say there is nothing they can do about it.

And gave me a ''compensation'' of 200nok. When i should've gotten 777 EUR.

They stand firm on that now, and they refuse to cooperate with me further on this matter. so the only choice i have left is to come here and see if anything could be done to make this right.

If screenshots are wanted let me know. Thanks.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollero Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Have you saved the communication with the casino from the time you discussed the tournament participation with the casino?
• When initially requesting the payout, have you achieved those winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. Yes i can still access my account just fine at this moment atleast 🙂
2. Yes. i have saved the communication i had with the casinos live chat.
3. Yes, i did have a deposit bonus that i had fully wagered done, it was after that i noticed the tournament thing and wanted to try and climb up that ladder.
4. I'll send you the screenshots of the chat to your email, as the attachments limit gets reached quickly it seems

Hello notKAKE,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the information you provided.

Based on the information I gathered, you participated in the weekly tournament. After you found out you were enrolled in that tournament, you contacted support. While discussing the placement and the information about when the tournament ends, the live chat agent provided you with a link to the wrong tournament.

Please note we are not able to ask the casino to grant you awards for a tournament in which you weren't participating. Based on the information from support, the prize for the tournament you were participating in was already paid out to you and played with.

While we acknowledge the mix-up took place, after careful consideration, we are unable to ask the casino for any kind of compensation, since the prize was already paid out. There is no outcome we could hope to achieve more than what was already paid out.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.