Rolletto Casino - Player claims that payment has been delayed.

I requested a withdrawal on 29th June 2024 via SEPA. In total there are 5 separate withdrawal requests totalling 2464 euros. My account is fully verified and no issues.

I contacted the casino after the 3rd business day when no funds were in my bank account, they told me to "wait". I contacted my bank and they told me to go bank to rolletto as they need to start the trace process.

All rolletto keep telling me is that the withdrawal has been sent From their end. I have pdf documents from them and my bank can still not find the incoming funds from them. They advised me again to get rolletto to contact their own bank to trace the funds but they are not doing this. They just keep repeating that they sent the funds.

Clearly there is and issue and I fail to see why they are not contacting their bank to see what the issue is.

I am so frustrated and at a loss I just don't know what to do. It feels like i am talking to robots.

I've sent over 30 emails and on live chat daily where they end the chat as they do not want to answer the question.

Dear Gaz8087,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

My account has been verified. It should not be taking this long to get the money into my bank account. There is no point in waiting 2 weeks as i will be in the exact same postition, they keep saying is they sent the funds. They are refusing to trace the transactions with their bank which is making me very suspicious.

I am not getting anywhere with this casino and its like talking to a robot.

Can you please intervene, the casino I'd refusing to trace the payments and now saying I'm spamming their emails and stop contacting them. I have over 30 seen shots of conversations with thus scam casino and my bank that I'm happy to share with you

Dear Gaz8087,

Have you received your withdrawal from the casino yet?

No I have not. They are refusing to help and I've contacted my bank and theirs and I keep being told they need to trace the funds but they are refusing. They will not give me a reason and keep telling me to stop spamming their emails and chat. I just do not know what to do

Can someone please just help me I am not getting anywhere with this casino

Can you please do something. This casino is DISGUSTING, yet again refusing to trace the funds. What on earth am I supposed to do

Can someone Urgently look at this please. The casino has now closed my account and refusing to engage

Hello Gaz8087,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

He has not started the investigation yet. He has not reached out to the casino yet and I have not been asked any evidence from him yet, only communication so far was asking of I received my money yet which is still no

Hello Gaz8087,

One of the screenshots claim that the casino explained everything to you. Can you please forward that communication to nikolas.b@casino.guru?

Hey,

I've emailed you. The screenshot are just a small amount of the back and forth with this casino.

The part where they say they've explained everything to me is them saying yet again that they've sent the money their end. That's fine but the money is not in my account. They are refusing to trace the funds with their bank which I find very suspicious.

Thank you Gaz8087 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gaz8087,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Rolletto Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello Gaz8087,

We apologize for any inconvenience this may cause, but after carefully reviewing your details, we have confirmed that you received the money on July 23rd. Additionally, our records show that you subsequently withdrew this amount. We have sent you all the details via email.

Best regards,

Rolletto Team

The funds were returned to my gaming account and I withdrew this correct however the funds are still not in my bank account. I uses a different bank as you advised and 7 days after the second attempt to get my money its still not in my bank account

Dear Gaz8087, thank you for the information. Could you please confirm once you have received the funds?

It's been over 1 month now and no funds received. I've just had enough of this casino and tired of fighting them. I think it's a scam

@dear Gaz8087

We apologize for the inconvenience caused. Please contact your bank and verify the details related to the transaction. Send us the information provided by your bank.

Best regards

Rolletto Team

What do you mean? My bank have advised they have not received or rejected the payments. This has been ongoing for far too long and I've concluded this is definitely a scam

Dear @Gaz8087

You will not lose any money. As soon as the funds arrive in our system, they will be credited to your account immediately.

Best regards

Rolletto Team

But you've sent it weeks ago and still no funds. Something is clearly wrong and I don't understand why you are not tracing the funds

Dear Gaz8087, do you have any official statement from the bank that you have not received the payment?

Yes and I've emailed this over

Dear Gaz8087, could you please email me the official statement from the bank? (dominika.l@casino.guru)

Dear Gaz8087,

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.