Rolletto Casino - general discussion (page 8)

Don’t worry I understand you are busy. It is just a really stressful situation for me. I will look forward to receiving a response.

The amount of stress that you are describing is beyond my comprehension. So, I definitely appreciate your understanding.

Hey Radka. I have received no response to my complaint yet and it has been over a week.

If there has been some delay in responding to your complaint, it may be due to the high volume of complaints, and we are really sorry for that.

I can see that it was now transferred to your complaint resolver, and he will get back to you as soon as possible.

I can understand that it must be really stressful for you to go through this; just please know that we do our best to help you out as well.

I am having issues regarding withdrawing from this casino. I have screenshot evidence of everything from start to finish. I used driving license as a form of identification as my passport is out of date and they said that this is accepted so I’ve managed now to withdraw via sepa. Still saying processing for the time being all KYC was ticked and fully verified now even though this payment says processing now there isn’t a tick beside the ‘proof of identity’ I’ve been back and forward for 2 days now this is beyond un acceptable.

Have you tried to contact the casino regarding this? Is there any explanation about it?

I recently won £3500 on a slot machine. I deposited £20 to activate free spins. I won very little with my free spins, but with my own deposited money, I won £170 and then £3500. I met wager requirements with this.

After extensive verification checks, which made me sign up to two third party websites and send multiple identification documents (which should be done during sign up), I was emailed saying my account value was deducted from £3150 to £300 due to bonus terms and conditions

I read the terms and conditions before applying the bonus. The wording implies that the payout limitations only apply to the free spins, and not the deposited money. There is no mention of "real money and free money is not separated," rather a very difficult and inconspicuous list of terms that are unclear.

Having complained to the support team, I was referred back to the terms and they have been unhelpful telling me what the terms say. I know what they say but they give me the same answer.

I asked for their ADR provider and they have not provided me with this. Legally as of the Dec 2024 LOK regulations, they must provide me with an ADR to contact if dispute resolution is not met directly with them.

The whole customer service from Rolletto is a joke. Santeda International operate with multiple online casinos and are scamming individuals. In my case, if I deposited £50000 after the £20, I would only be able to win £200 still because of the initial deposit. There is a failure to protect consumers are it is predatory at the very least.

This is a summary of the case, but there are other details from over the last few weeks. Can anyone provide me with advice to avoid taking full legal action in court?

thankyou

Honestly, I would not consider lawyers and courts for such a situation as a first option. The amount is not that high in my opinion. However, I expect the casino support team to provide detailed explanations of their terms and bonuses.

I probably did not understand the specifics, but if you would like that to be investigated for free, please provide your deposit bonus and gaming history, include the specific bonus terms related to the bonus you received, and then submit your complaint. This is the submission form 👈

The guide may help you: https://casino.guru/how-we-resolve-casino-complaints 👈

I feel there could be some bonus buy option involved or it is about what we call a mixed funds...

Thankyou for your reply

I have submitted the form you have linked. 😊

Hello, I appreciate your willingness to take this step. 🙂

My colleagues will take care of it from now on, and I hope there is a way to resolve the problem through cooperation. Would you mind keeping me up to date with the progress, please? 🙏

These scumbags are getting very cheeky now. Every withdrawal I place keeps getting rejected as they want me to do either a card verification or video verification. I have already done this and they have said that it is successful yet these idiots still ask me for this after every withdrawal request I place. Each withdrawal has been rejected because of this. I have submitted a complaint and waiting for one of you to get back to me. Getting really annoyed with them now.

Do they ask for the exact same document every time, or is it some different one, though?

Our team has already looked into your complaint, so please provide some additional information there.