The player from the UK had been unable to access live roulette games on Rolletto due to a geographical restriction error. Despite having played without issue for a year, the casino's customer service had been unable to resolve the issue. The player confirmed that he could access all other games and had tried different devices. He also noted that using a VPN enabled him to play live roulette, but he felt this should not have been necessary as he lived in England. We had advised the player against trying to circumvent the IP block and suggested he tried to find the game in another casino instead.
Rolletto Casino - Player is experiencing geographical restriction issue.
Amount: ??
Rolletto Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Hi I can’t seem to play live roulette on rolletto since yesterday. It’s saying geo restriction in my area. But I’m in uk. I’ve never had this issue. I’ve been playing for a year. I can play other games but not live casino. I spoke to rolletto agent and firstly he said there’s a technical issue from there side. And now he is saying the issue is from my side. I never needed VPN as I’m in uk and it’s not restricted. 
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7 months ago
Dear tassawarmahmood,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please specify the specific game and game provider?
Have you tried accessing the game from a different device, or trying different games from the same game provider?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Dear tassawarmahmood,
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.
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7 months ago
Hi I can access all the games apart from live roulette. I’ve tried different devices. I’ve noticed if I use a a vpn the live roulette works. But I shouldn’t need a vpn as I live in England
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7 months ago
I am sorry but unless specifically allowed by the casino, I would advise against trying to circumvent an IP block found on the casino website.
If you wish to play the game that you are convinced should have been available to you, but it's not in this casino, I would advise trying to find the game in another casino instead.
Oftentimes times IP blocks set up by casinos might mean there are regulatory or other obstacles in accepting bets for certain games from players in some countries. Circumventing these blocks might result in winnings of such gameplay being void.
Please let me know if there is anything else regarding the issue, otherwise, I'll close the complaint.
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6 months ago
Dear tassawarmahmood,
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.
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