The player from Ukraine has their account blocked. The casino claimed that the player breached its Terms and Conditions but did not have sufficient evidence supporting its claims and decision. The complaint was temporarily closed as 'unresolved' because the casino stopped responding, resp. did not receive enough data from its game provider. Recently, we were provided with enough evidence from the casino that confirms a breach of its Terms and Conditions. The player played a Live Game as a part of a group of players who used "opposite betting" to gain an unfair advantage. The casino acted correctly and within its Terms and Conditions, and the player is not eligible for winnings earned by playing in this way. The player used only funds won from the No Deposit Bonus, without making any real deposit. The complaint was reopened and closed as unjustified.
Rolletto Casino - Player’s account has been blocked and audited.
Amount: €331
Rolletto Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello! Rolletto.com Casino does not fully verify my account and does not pay out winnings. my login there oselpedalny. The support service writes that my account is under investigation. H emails do not meet-only standards by unsubscribing in chat. I am writing to them when this whole test is over, and they have said that there is no exact time frame. Today I can't go to my account at all. Help me.
Dear oselpedalny,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that it is a common procedure for casinos to audit players, even if their accounts have been successfully verified in the past. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Do I understand correctly that this was your first withdrawal request in this casino and that you have accumulated your winnings from a free/No Deposit bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
The casino does not speak on time. Take time
Sorry, do I understand correctly that this has been your first withdrawal?
I am waiting 10 days from any answer about the status of my account. they are doing nothing to resolve the issue. just write each time wait - but I don’t know how much f*****g time.
Thank you very much, oselpedalny, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.
Hello, oselpedalny,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rolletto Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Rolletto Casino Team,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?
Thank you in advance for providing the information.
Dear oselpedalny,
The casino has not contacted us yet.
We would like to ask Rolletto Casino Team 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’, which will have a negative impact on the casino's rating.
I was contacted by the casino shortly after my previous post.
Based on the fact the casino is willing to cooperate with us and based on its request, I am extending the timer and providing the casino with more time to collect the necessary information regarding your casino account.
Please be patient. I sincerely believe the casino will contact me again shortly.
I requested evidence supporting the casino's claims. Currently, I am still waiting for additional data. For now, until I have enough evidence, I would not like to share the details. Please, stay patient.
Greetings all,
I was in contact with the casino's representative again. I am extending the timer by another 7 days.
Dear Rolletto Casino Team,
Please note that this is the last 7 days that were given to you for providing the necessary data/details regarding the player's issue. If we do not receive the requested evidence until the timer elapses, the complaint will be closed as ‘unresolved’.
Hi there. will these donkeys write you off? brakes, for a month and a half can not solve anything ???
Hello,
Before, the casino replied, but unfortunately, I have not heard from them for a long time. I am still waiting for the evidence supporting the casino's claims, but if I do not receive it until the current timer elapses, as I stated above, the complaint will be closed accordingly.
Dear oselpedalny,
Unfortunately, since the casino stopped responding regarding the issue, we cannot continue resolving this complaint and for now, we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (Curacao eGaming) and submit a complaint directly to the authority. It is possible to do it by clicking on the license validator, available at the bottom of the casino's website.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime and once it has the necessary data, I hope it will do it.
Best regards,
Branislav, Casino.Guru
Dear oselpedalny,
Recently, we were provided with sufficient evidence supporting the casino's claims and decision. After gathering all the necessary information and data, we are updating this complaint and closing it as unjustified due to breaching the casino's Terms and Conditions (available HERE).
„The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions including, but not limited to:
Participating in any type of collusion with other players;
Development of strategies aimed at gaining of unfair winnings;
...
Other types of cheating;
…
In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee.
…
In case of any of the above mentioned events, the Company reserves the right to terminate the Player’s Account, cancel the bonuses and the winnings and pay back the remaining deposit to the Player. In this case the Company reserves the right to deduct up to 50% of the remaining deposit as an Account termination fee"
"Opposite betting" while playing a live casino game (Roulette 1 by Lucky Streak) with other connected casino accounts was detected. Moreover, you played only with a No Deposit Bonus (Free Spins) and winnings from them, and have not made any deposit. You are not eligible for any winnings earned by playing in this way. The casino acted correctly and within its Terms and Conditions.
Sorry, we were not able to help you with this one, but 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Rolletto Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
