Roulettino Casino

Public

Inessilva

Bronze

Portugal

Public

4 days ago

Original

Translation

I am filing a complaint against Roulettino, operated by Terdersoft B.V., regarding the closure of my account and the withholding of a balance of €5,000.91, without, to date, having been provided with a clear and properly substantiated justification for the withholding of that amount.

Let me explain.

On November 22, 2025, I made a deposit of 0.037000430511409129 BNB, corresponding to approximately 30 €, into my Roulettino account. I subsequently continued to use the platform as usual, and on September 2, 2026, my account balance reached 5,000.91 €.

That same day, I attempted to withdraw the funds via cryptocurrency, but was unable to complete the process. I then contacted Roulettino’s customer support, who informed me that I needed to enable two-factor authentication and complete additional verification/KYC procedures. I complied with all the requests made of me, including submitting my driver’s license, a selfie, and the rest of the requested documentation.

I want to emphasize that, throughout this entire process, I remained in contact with customer support and followed the instructions I was given. I was always available to provide any clarification and submit the necessary documentation to confirm my identity.

After completing the verification procedures requested of me, I tried again to make a withdrawal via cryptocurrency, this time for the maximum amount allowed by the platform per withdrawal—750 €—but was again unsuccessful. I informed customer support, and they recommended that I use another withdrawal method. Following their advice, I submitted a withdrawal request for 750 € via Skrill. A few days later, that withdrawal was also declined.

Subsequently, I received an email from Roulettino informing me that my account had been closed and that the remaining balance would be sent to a wallet that I was to provide via email.

This information is particularly relevant, since it was Roulettino itself that initially informed me that the balance in the account would be sent to a wallet I specified.

However, after several email exchanges—which I can verify—the company’s position changed: the funds earned on the platform would not be paid to me, and I would only be refunded the amount originally deposited.

In other words, my account showed a balance of €5,000.91, but I was later informed that only the amount I initially deposited would be refunded to me.

To date, I have not been provided with a sufficiently concrete explanation demonstrating:

exactly what violation I allegedly committed;

which specific clause of the Terms and Conditions was allegedly violated;

what facts and evidence were used to reach that conclusion;

and, most importantly, which contractual provision allows Roulettino to withhold the entire €5,000.91 in my account.

I was provided with references

Venho apresentar uma reclamação contra a Roulettino, operada pela Terdersoft B.V., relativamente ao encerramento da minha conta e à retenção de um saldo de 5.000,91 €, sem que, até ao momento, me tenha sido apresentada uma justificação clara e devidamente fundamentada para a retenção desse montante.

Passo a explicar.

No dia 22/11/2025, efetuei um depósito de 0,037000430511409129 BNB, correspondente aproximadamente a 30 €, na minha conta Roulettino. Continuei posteriormente a utilizar normalmente a plataforma e, no dia 02/09/2026, o saldo da minha conta atingiu 5.000,91 €.

Nesse mesmo dia, tentei proceder ao levantamento dos fundos através de criptomoeda, mas não consegui concluir o processo. Contactei então o apoio ao cliente da Roulettino, que me indicou que deveria ativar a autenticação de dois fatores e realizar procedimentos adicionais de verificação/KYC. Cumpri todas as solicitações que me foram feitas, incluindo o envio da minha carta de condução, selfie e restante documentação solicitada.

Quero salientar que, durante todo este processo, mantive contacto com o apoio ao cliente e segui as instruções que me foram transmitidas. Estive sempre disponível para prestar qualquer esclarecimento e apresentar a documentação necessária para confirmar a minha identidade.

Após concluir os procedimentos de verificação que me foram solicitados, tentei novamente efetuar um levantamento através de criptomoeda, desta vez no valor máximo permitido pela plataforma por levantamento, 750 €, novamente sem sucesso. Informei o suporte e foi-me recomendado que utilizasse outro método de levantamento. Seguindo essa indicação, efetuei um pedido de levantamento de 750 € através da Skrill. Alguns dias depois, esse levantamento foi igualmente recusado.

Posteriormente, recebi um e-mail da Roulettino a informar-me de que a minha conta tinha sido encerrada e de que o saldo remanescente seria enviado para uma wallet que eu deveria fornecer por e-mail.

Esta informação é particularmente relevante, uma vez que foi a própria Roulettino que inicialmente me informou de que o saldo existente na conta seria enviado para uma wallet por mim indicada.

No entanto, após várias trocas de e-mails, que posso comprovar, a posição da empresa alterou-se: os fundos obtidos na plataforma não me seriam pagos e apenas me seria devolvido o montante originalmente depositado.

Ou seja, a minha conta apresentava um saldo de 5.000,91 €, mas fui posteriormente informada de que apenas me seria devolvido o valor inicialmente depositado.

Até ao momento, não me foi apresentada uma explicação suficientemente concreta que demonstre:

qual foi exatamente a infração que alegadamente cometi;

qual a cláusula específica dos Termos e Condições que terá sido violada;

quais os factos e elementos utilizados para chegar a essa conclusão;

e, principalmente, qual a disposição contratual que permite à Roulettino reter a totalidade dos 5.000,91 € existentes na minha conta.

Foram-me apresentadas referênci

Automatic translation:

Public

Attila

Complaint Specialist

Public

2 days ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Attila

Complaint Specialist

Public

2 days ago

Hello,

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

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
Did you successfully pass the verification before you lost access to the account?
Did you accumulate your winnings with or without an active bonus?

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,

Attila

Waiting for approval

Inessilva

Bronze

Portugal

Waiting for approval

2 days ago

Original

Translation

Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Roulettino Casino - Player's account has been closed and funds withheld.

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Case summary

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