Rolletto Casino - general discussion (page 2)

at first i checked the account as usual i made an amount and tried to withdraw via pix, i couldn't do it i was told i would only get it via btc, eth, ok i did the procedure and withdrawn, now i tried a second withdrawal because my balance was high they again denied by pix and they said it would be possible by btc or eth again I did the procedure, they denied and asked me to send a photo with paper written my login, full name, date and name of the site, I did they replied that the verification was ok, I tried to withdraw again, again they denied the withdrawal the way they chose me to do it, they said I needed to send a video saying in English my name, company name, date and login, I did and sent it they denied it again, now I'm waiting for contact via email.

Hello, I'm so sorry you're having such difficulties. It's very tedious and tiring. Let us know what they answer you, please. In case you would struggle for a long there is an option for you to submit a complaint on our website. I could see you haven't any up to now. We allow casinos 14 full days to proceed with the KYC and the withdrawal. There you can describe the situation and difficulties with all details. Some of our complaint team representatives will take care of you. Hope we can help you in case it's needed.

This site now scammed me too. for $14k. I broke no rules, verified everything they asked for. Deposited $3k, won 11k profit. Now when I try to withdraw they don't let me. It's been 2 months they've been "investigating" and now claim I use multiple accounts - which is obviously bullshit and false. I only ever used one account, my own. Did anyone get anything resolved with these guys?

Hello,

I'd say that according to the solved complaints, there is some kind of cooperation with this casino:

If you are sure that you have not done anything wrong, you should submit the complaint as well, our team will investigate and try to clear things out.

Will you do that?

Hello I’m having problems with withdrawal from this site although I withdrew from my account last week and now it’s been rejected

Hello there.

Have you asked the support? Can be only a temporary technical issue, though it would be best to ask the casinos directly.

Has anything changed since your last successful withdrawal? Did you choose the same payment option?

Try that and let us know, please.

I used this site last July after self excluding and won about £1600 after depositing about £600 they closed the account and kept all the money I used the same details just a different email can anything be done ?

To me, it sounds like the one-account rule was breached. The self-exclusion should prevent you from creating another account using the very same details. Sadly, some casinos don't track emails, and I agree this creates a gap, especially for vulnerable players.

Still, both players and casinos should make an effort to avoid breaching this rule. Only one account per person is normally allowed. Hence, I'm not completely sure whether there is a way to get your money back. Anyway, if you want a detailed check, please consider submitting a complaint.

Are you interested? I'll show you a guide if you like.

Hi Radko

I read one customer received a refund for this from the same company so yes I would like to try it I can raise one thanks

Okey, what about my question, please? Are you seeking to get refunded your deposits, or withdraw your winnings, please?

This is my feedback on trustpilot for it

Can you please paste it here in the form of text, please? It's much better because your forum is capable of auto-translating. I help others a lot.

Hi Radka here it is sorry just read this I doubt I will get all the money but that would be ideal if I could:

Updated 18 Jul 2023

They just block the account even with a…

They just block the account even with a balance in it so do not open a duplicate account ! they do not contact you they just block it with any amount in it and you do not get the stakes back even though it is easy to make another account and to deposit when you try to withdraw it blocks you beware as you will be throwing away your deposits ! I got done for £600 if I won I could not have drawn it out ! I tried to withdraw at £1200 and it asks to verify first then woke up in the morning and the account was blocked !

Date of experience: 16 July 2023

This was emails from the 1st account and me asking to be excluded etc then I could open another and put in £600 and got to £1200 then they kept it with no reply to contact

Hello.

I imagine it must be hard, but I tried to explain the mechanics behind opening another account.

When you ask your account to be closed permanently due to gambling addiction, it applies only to this particular account.

Trying to pass this closure by violating the rules (by opening other accounts) usually does not end well for the player because it's against the rules. Once you close the account for good, there is no other way back than to reopen the same account, which should be prevented in case of a gambling problem, or in case of permanent self-exclusion just to prevent further harm.

Let's see how the complaint proceeds though. The Team always approaches each case separately, and the outcome also depends on the casino's version and possible proofs.

Hi Radka

Ok I will see how it goes in most cases they refund you but it was just closed and no follow up at all the money is a lot to someone struggling to stop gambling they do not need it ! im trying to recover some of the money ive been done out of over the years on these sites after deciding to never use these sites again when I do win big I never get paid plus im sure I won on this site 1st time and they said you can only withdraw to Skrill which did not work

Hi.

I am not sure what seems to be closed, because as you can see here 👈 your complaint is open. Perhaps it's better to provide a tip about how the procedure works:

1. Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.
2. As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another.

(source "Complaint Resolution Information and Instructions")

Nothing has been decided, just mind that we approach every case from a fairness perspective developed in accordance with the Fair Gambling Codex. many players expect a legal approach, but this is not the most important part to us.

Additionally, your last update here on the forum sounds quite confusing to me, like far too general for someone who is concerned about a specific amount of money. More like you conclude you can retroactively try to get back some money from casinos now. Well, one way or another, the complaint surely has its meaning.

Hi Radko

Sorry not sure what you mean of coarse I want my money back ! I meant they just closed the account and kept my money I read on here someone else was refunded for the same thing so why not me am I different ?

In such cases, as Radka said, it is quite individual. It depends on various things and evidence that the casino has and how you managed to open a new account. I saw from the complaint that you were using a new email. 

I would just like to point out that this is not the best idea and if you knowingly open another account, you may not get the money, but on the other hand, we would probably all be happy if, when you create the account itself, if you use all the same personal details, the casino flags that you had a closed account due to self-exclusion. This would be good, because such situations would be avoided and there would be fewer problems like this. 

However, since this is not the case yet, the casino will always find out the very first time you make a withdrawal, because this is usually the time when you verify yourself in most casinos. 

So we will see how our team will evaluate it and what will be solved. 

I hope for a fair result. 

Hi Jaro ok the other guy who got his money back also used a different email so its just the same thing I will see how it goes then