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

Last may I decided to close my account with rolletto as I needed to take a break.

i had issue with them.

as i assumed that my account was closed for good.

i decided to open one again a fews ago.

i check the T&C about duplicate account.

it mentioned active.

so all good as from the same IP address they accepted over 1000 euro in deposit.

yesterday I was for once lucky and won 1650 euro.

So when I submitted my document in the KYC department and since then everything is locked.

i emailed then and sent message through the chat and I’m being investigated.

i explained them that my previous account was closed upon my request. Therefore it was not active.

no news whatsoever

Dear Dalnav,

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:

"8. 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.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

Please be informed that any type of improper or prohibited use of Account(s) can only be definitely determined from our end upon the verification of the Player."

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 was 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 close your previous account?

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

Hi,

Thanks for your fast reply.

my previous account was closed upon my request.

as I just wanted to have a break from

gambling.

so I decided to open a new one months later.

as it was inactive

i never had 2 active account and never benefited of any bonus whatsoever.

the T&C mentioned active account not closed.

i Have been using this new account for weeks and never it was an issue until I requested.

i have the emails proving that my previous account wad closed

Thank you very much, Dalnav, for your reply. Sorry for asking but have you mentioned a gambling problem when closing your old account?

No I apologise.

no gambling issue.

i write so fast that we forgot to add the word (no)

i just started a new job and i wanted to get concentrated on that.

I understand. If you have never profited from any promotional offers and your accounts were not active simultaneously we still stand a chance to resolve this case.

I will now transfer your complaint to my colleague Martin 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.

Thanks a lot Petronela 🙂

Hello Dalnav!

I will try my best to help you with your issue. I would like to invite representatives of Rolletto Casino into this complaint in order to help us resolve the situation.

Good day, 

The problem has been fixed. We are sorry that it has been delayed. 

The player is now able to withdraw the money. 

Once again, we are sorry for the inconvenience.

Kind regards,

Rolletto Team

Hello Dalnav!

According to the latest reply of the Rolletto Casino's representatives, you should be able to apply for your withdrawals. Please let us know once you will proceed.

Thanks a lot for your help.

yes my account was back to normal

Hello Dalnav!

Have you managed to receive your winnings already?

Hello Dalnav!

We have not heard from you for a while. Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

hello

sorry For the delays.

yes I did and thanks a lot for your help 🙂

Hello again,

Thank you for confirming that you received your winnings, I am happy to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.