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