The player from Azerbaijan reports winning after initial losses, however, the casino blocked his account for a six-month investigation without a clear motive. The player claims he has been ignored and not provided with any explanations for the block. After contacting an affiliate it turns out the complaint is sports betting related, therefore, we have rejected the complaint.
Rolletto Casino - Player's account was blocked when winning.
Amount: $4,400
Rolletto Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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1 year ago
I lost 1000 usd on this company,but when i start winning and try to take my money back,they blocked my account for 6 month for no reason,they call it some investigation but they cannot even explain what they are investigation!The main reason obvious is that i start winning!They dont want to pay me my money and they ignore me at my email,still they can not explain why they blocked my account,and they are not contacting to me anymore.they answered to me at trustpilot and said only that we are sorry for block but they still didnt explain any reason why did they block me
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1 year ago
Dear sadf30452,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
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
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1 year ago
1-i registered around 1 month ago,and yes,before first withdrawal i sent them documents and they approve it,so any problem with my KYC
2-Sports Betting+casino slots
3-i didnt use any bonus
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1 year ago
Thank you very much, sadf30452, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello there,
Thank you sadf30452 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Rolletto Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.
Thank you!
