Rolletto Casino - Player has been accused of opening multiple accounts.

Hello I have written to Rolletto.com to close my old account firstly on the chat feature so I can start a new one. They requested I email so I did this and have a response from them stating the old account is closed. So I could continue using the new one (and the only one).

I wagered approximately €700-€800 Without any problem depositing. I fully verified the account and sent them additional documents at their request. I ended up winning €2998 which I tried to withdraw. The withdrawal was subsequently rejected and all withdrawals or use of any features on my account is now blocked. I am only able to login but not physically do anything. I have all screen shots of the winnings, withdrawal rejection, emails and chat dialogue available to back up my claims. I can only log in to my account but the €2998 is stuck there in limbo whilst they say my account is under investigation due to duplicate accounts (which I brought to their attention and they had already subsequently deleted). Even though I was up front about this and asked them to close my other one which they obliged to and even sent me a confirmation email to confirm this they seem to doing everything in in their power to prevent my withdrawal.

As said above I continued on with my betting with this as my sole account. I now fear they have now taken my €700-800 that I gambled and are now also trying to block me from withdrawing to keep €2998 winnings. To reiterate; I have all records upon your request. Please can you assist me in any way possible. Much Appreciated. Thank you 

Glenn

Dear glennry1111,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://rolletto.com/en/static/terms/generalterms:

"USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I opened the new account and then requested for them to close the previous opened account via their chat feature and they said to request via email, so I adhered to this and they confirmed via email that the account had been closed at my request, so I could continued to use the new one.

I proceeded to give them all of the verification details plus additional documents at their request so I could continue to use the new account. They were made aware I had a former account by me before I won any bets. From here they continued to allow me to deposit. It wasn’t until I made a withdrawal that they decided to state that they would investigate (which they say they are doing) but they have completely now blocked this account.

Please note that the previous account had already been closed at the point that the returns, winnings or bonuses were accrued whilst I only had this one account, as per their email confirmation. Please see additional segment from their T&C’s.

Could you please advise what was the reason to open a brand new account?

I no longer had access to the email connected to my previous account.

Could you please advise if you have redeemed any promotional offers in both accounts?

Hello. No promotional offers on either account. None offered or none requested. I am currently looking to get in touch with ONYXION DEVELOPMENT LIMITED who own Rolletto.com, to see what is going on. They said they are investigating the case but have blocked my account and don’t answer emails.

Thank you very much, glennry1111, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, Petronela.

Hello glennry1111,

I looked at your complaint and will do my best to help you. I would like to invite Rolletto Casino into this conversation. Casino, can you please specify what is the problem here?

We would like to ask the Rolletto Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good day, 

We apologize for the late reply. 

The misunderstanding has been resolved and the player has been payed the amount.  

If there are any unanswered questions, we will be happy to help you.

Kind Regards,

Rolletto Team

Dear glennry1111,

did you receive your winnings, please?

Good afternoon Villam

Once converted, I have worked out that I received a total of €2315, leaving a discrepancy of €680.

I am a little perplexed by their under payment but glad they paid most of what I am owed!

Dear glennry1111,

can I consider this complaint as resolved, please?

only with a thorough explanation of "system withdrawal"

Seems they skimmed €600 off of the top.

Dear glennry1111,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru