Rolletto Casino - Player confused about crypto only withdrawal options.

Hello,

it's a big SCAM! I am playing in this company for one year. I used to do all my deposits through Neteller. Today, i tried to complete a withdraw, and the only withdraw methods that was available for my account were by crypto currencies. Unfortunately, i have never used something like that in my life, and i don't know how it works. When i asked them what is happening, the told me that they are right, and the problem is in my provider. Then, i started asking them more things, and telling them that have done a lot of withdraws through neteller, so they connect me with a second aged called Alexandra, and she told me that these are the available withdraw methods, only by crypto currencies.

Hello Sneza77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that this is the first time requesting a withdrawal? When was the last time you spoke to the casino and what was it about?

Please note that if you can deposit with one method it doesn't mean you can also withdraw through it and the player has to use the one available in the casino.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account is completely verified. Sorry for not being so specific but it is not the first time that i am requesting a withdraw, i am playing in this company since 30 March 2023, almost one year, so i had more withdraws in the past. Last time i spoke with the casino was yesterday(08.03.2024). I spoke with two casino's employees who rejected to help or give me any advise. Felt like i am an in a dead end, because in my account there are 2.232 euros. I don't even remember how many deposits i have made with this company. All of them, was with neteller, also the withdraws, and suddenly they cancelled all the deposit and withdraw methods for me. Forcing me in this way to do what? Starting playing also with cryptocurrencies, in order to take my money back? I have none knowledge about cryptocurrencies.

Regards,

Snezana

Hello Sneza77,

Please keep in mind that it is mostly not the casino's decision to change the payment methods as it depends on their contract or even the country access of the methods as well. Unfortunately, if there is no other method but cryptocurrency, you will have to process the payout that way.

Dear Nick,

I understand that there has been a recent decision by the company to change its withdrawal policies for my country. However, I was not informed of this change. Had I been aware of it earlier, or if the casino had made an effort to notify me of this change, I wouldn't find myself in the current situation of requesting my funds in euros.

I believe it's worth mentioning that at Rolletto, I have successfully completed 40 deposits totaling €15,600 and executed 15 withdrawals totaling €14,100, all conducted in euros. With all due respect to the Casino Guru team, I have some crucial questions to pose. Why did the casino's policy change so suddenly? Why was I not informed? I consider myself a very good customer, and I don't deserve this deceitful treatment.

Finally, I opened the account in euros, and I believe the fairest method of payment is to be reimbursed in euros.

I kindly request your prompt attention to this matter and a resolution that aligns with fairness and transparency. Thank you for your understanding.

Best Regards,

Aleksic S*****

Hello Sneza77,

Can you please advise which cryptocurrency were you supposed to withdraw with or what payment method is available there?

Unfortunately, the player have to use the available payment methods (if there is any offered). Such information is usually not shared with the players prior as it might happen within a day.

Dear Nick,

Thanks a lot for your help. I succeeded and got my monay via Bitcoin.

Best Regards,

Aleksic S*****

Dear Sneza77,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru