Rolletto Casino - Pelaaja pyytää menettäneiden talletustensa palautusta.

I have had some issues with gambling and this has heightened recently de to personal circumstance and the passing of my mother. As a way of coping, my gambling has once again become out of control. In recent weeks (the last 3), Rolletto casino has received a significant increase in deposits from me, especially on Christmas Eve, where I was able to deposit over £500 without any notification or acknowledgment from the casino. I wasn’t even aware of this at first until I reviewed my transactional summary. Since the GCB (Gaming Control Board) has come into effect, Rolletto features their logo at the bottom of their website as they operate under their license. The GCB operator requirements are listed as bulletins that operators must abide by both legally and morally. One of the requirements laid out by the GCB is that casinos should have a deposit limit system in place to prevent people from depositing obscene amounts of money, where the casino benefits financially without any care for the player. As this has still not been added several months later, it is a clear disregard for people like myself and others who rely on these systems to prevent financial harm. I have been a member of Rolletto for a few years now. I previously had an account that was closed for self-exclusion, but I was later able to open another account, which has now also been closed as of a couple of days ago at my request. Rolletto also claims to be a responsible operator because they have a very small link at the bottom of their website that takes you to another page providing minimal and commonly known information on gambling-related harm. A responsible operator would have deposit and loss limits on their website if they had the best interests of their players at heart. In fact, despite their claims, Rolletto casino does not feature any meaningful safer gambling options. On Christmas Eve, I noticed how much I had lost and deposited into this website without any fair warning or indication. Unfortunately, I had deposited everything I had. I immediately contacted Rolletto, who have been non-compliant, refusing to take accountability and purely trying to shift the blame back onto me. They have not even acknowledged any of the issues I raised, despite me providing clear evidence of how they are breaking their contractual agreement with the license holder. Had this system been in place when it was originally required by the GCB, things might have been different for me. I fully hold Rolletto responsible for my losses because they have not followed proper procedures, and they seem to think they are exempt. The money I have deposited into the casino has only brought profit to the casino, not loss, adding to the 20–30 million they make annually in revenue. Therefore, I believe this money should be refunded to me, as they are not acting within their terms and conditions or protecting me as a player. If anything, they are exploiting me. The knock-on effect this situation has had has caused unnecessary stress that I do not need. I believe I am being reasonable by only asking for my recent withdrawals back when I know I could pursue this further and request much more. However, it has been a stressful few days, and I just want my money back under fair circumstances so I can mo

Dear eimajj666,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the challenges you’ve encountered.

At Casino.Guru, we are staunch advocates of responsible gambling practices, and we firmly believe that casinos must adhere to high standards to ensure the well-being of their players. The details you’ve shared highlight a troubling pattern of high-frequency deposits over a relatively short period. While we understand your concern about the casino not intervening or conducting affordability checks, our ability to assist players with financial restitution is limited to specific scenarios. In cases where a player formally requests self-exclusion due to gambling addiction and the casino fails to act, we investigate to ensure accountability. However, situations where red flags, such as high deposits, are not acted upon fall into a grey area that often depends on the casino's policies and licensing authority.

We absolutely share your perspective that gambling operators should take proactive steps when such patterns emerge, and we believe this to be an essential aspect of responsible gambling protocols. However, enforcing these standards falls under the jurisdiction of regulatory bodies, or the relevant licensing authorities. We recommend you escalate your complaint to the Curaçao Gaming Control Board (GCB), which has the authority to investigate the casino’s practices thoroughly.

Also, please allow me to ask you a few questions to further clarify your situation.

• You mentioned that you had an account at this casino in the past that was closed for self-exclusion. Could you please specify when exactly you requested to be self-excluded and for how long? Please forward me the account closure request of your first account that you sent to Rolletto at veronika.f@casino.guru.
• When you opened your second account, did you use the same personal information? Has any of your accounts been fully and successfully verified?
• When exactly did you open your second account?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, thanks for your response.

I’ve reached out to the GCB, but they haven’t replied or even acknowledged receipt of my email yet. Honestly, I’m not expecting them to respond. I’ve seen multiple reports across different platforms, and it seems that neither gamblers nor players are getting any feedback from them. This is quite concerning, especially since they are supposed to be constructing the framework for the "major changes and reforms" to Curacao gaming. Yet, nothing seems to have changed except the rising fees for licensees.

I’m also a bit confused now. I tried to log in to Rolleto using my old account details, which I haven’t used in years. However, I received a message saying the account is locked but not closed. It would have let me reset my login details if I could proceed, but I can’t because I no longer have access to the email address associated with that account. This email was linked to my original GamStop registration and connected to several casinos, which made it overwhelming for me due to the constant spam. The email address is also associated with my UK GamStop registration and the recently closed account. I’m sure this second account has been open for at least a year, if not longer.

I’m really sorry, Veronika, but it’s unlikely I’ll be able to provide anything supporting the first account due to the lack of access to the original email. Rolleto hasn’t been helpful either. Every time I’ve requested information or assistance regarding a data request, they’ve completely refused, despite being legally obligated to comply. I understand I should have kept access to everything, but due to my chaotic lifestyle at the time, I didn’t think it through. I can’t remember if the first account was fully verified, but the recently closed account was verified through mobile, Skrill, passport, address, and payment method.

Hi is there any update regarding this

Thank you for your reply. Please understand that at Casino Guru, we can assist players with their complaints only when sufficient evidence is provided to demonstrate that they were treated unfairly by the casino.

In cases where players request refunds for lost deposits, it is crucial to provide clear evidence, such as emails or chat transcripts, where you explicitly informed the casino of your gambling addiction and formally requested the closure of your account. If the casino failed to act on such a request and allowed further deposits, this could be considered a failure in player protection.

Unfortunately, if you are unable to provide communications that show you explicitly requested self-exclusion due to gambling addiction, we will not be able to proceed with your complaint.

If you happen to locate any relevant correspondence, please do not hesitate to share it with us. We’re here to assist you if additional information becomes available.

Thank you for your understanding, and I wish you the best moving forward.

I believe each case is unique, but I’m having trouble understanding your response in this instance. While I recognize that you have policies in place regarding the level of support you can offer, I don’t fully grasp your reasoning. You mentioned that you can only assist players when sufficient evidence is provided to demonstrate the unfairness of the casino. However, I’ve already submitted several documents, including email communication with the casino, where it is clear they are from the casino itself.

In these emails, the casino falsely claims that they have multiple safer gambling features displayed on their website, yet I’m unable to find these features. This isn’t an opinion—it’s a fact. This isn’t a review; it’s a formal complaint. I’m even more confused given the review of the casino, Roletto, on Casino Guru, which clearly states that their responsible gambling options are limited. If they claim to have multiple options available, yet no one can find them, why does your review still say they offer limited options? Limited means some, though not many. You also mentioned that I haven’t provided the correct evidence because I can’t access an old email account linked to the casino account. I’ve been upfront about this from the beginning. However, I have been registered under GamStop for the past two years, which should serve as sufficient evidence.

It’s perplexing that regulators who genuinely care about player protection aren’t questioning things like the lack of visible safer gambling features on the site, the absence of deposit limit warnings to help prevent excessive spending, or the use of third-party merchants that potentially bypass UK gambling laws. Considering Roletto's revenue is likely well over £20 million per year—probably much higher given the increasing rates of gambling addiction—these issues are all the more pressing.

So, what is the purpose of Casino Guru offering assistance with complaints if you aren’t being reasonable, fair, or logical? Not only have I received conflicting, confusing, and inaccurate information, but it feels like the core issues are being ignored altogether.

Thank you for your detailed response and for sharing additional context regarding your concerns. I deeply empathize with the challenges you’ve faced and understand how distressing this situation must be.

To address the points you raised:

We acknowledge that Rolletto Casino's responsible gaming measures are limited. By "limited," we mean the casino offers basic options like self-exclusion or taking a break from gambling. However, it does not provide features like deposit, loss, or wagering limits, which are crucial tools for players who wish to manage their gambling responsibly.

Moreover, it’s important to note that Rolletto Casino operates under a license issued by the Gaming Control Board (GCB) and not the UK Gambling Commission (UKGC). As a result, Rolletto does not have access to the GamStop registry. This is a limitation inherent to casinos licensed outside the UKGC's jurisdiction, and we understand how this can cause confusion for players who rely on GamStop for self-exclusion.

We genuinely wish to assist you in recovering your lost deposits. However, our assistance is limited to cases where a casino fails to honor a player’s formal self-exclusion request. Unfortunately, complaints regarding casinos allowing large deposits without verification or affordability checks fall outside our authority. These matters are regulated by the licensing authority, in this case, the GCB. Only they have the power to investigate whether Rolletto is adhering to their requirements.

I understand your frustration, especially since the GCB has not responded to your inquiries. I recommend following up with them and ensuring your complaint is detailed and well-documented. Unfortunately, without direct intervention from the licensing authority, we are unable to escalate this further.

If you have any additional evidence related to self-exclusion or other points, don’t hesitate to share it with us.

Thank you for your understanding.

Dear eimajj666,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.