Rolletto Casino - Player's asking for a deposit refund.

Just to make complaint about Rolletto sister company of mystake, i managed to opened an account and deposited money and lost. ive been a member of gamstop and i have copy of my registration. but with my gambling addiction i tried to to join rolletto they let me deposited and lost thousands .is it possible to claim full refund of my deposits. been really deppressed and my debt got spiralled and this will help me to start my life again.

Dear gracerand31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen a casino with a Curacao license, it will be very difficult to resolve this case to your satisfaction. Please could you clarify, if you have informed Rolleto Casino about your gambling problem before placing a deposit? If yes, please forward the relevant communication to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

i ddnt inform them i will try to contact them now about my complaint

i just contacted them this is the reply

Thank you for your reply, gracerand31. I am sorry, but if you didn't inform the casino about your gambling problem prior to making any deposits, there is nothing we can do. GAMSTOP offers its services and cooperates only with casinos who has a UKGC license. Unfortunately, this casino doesn't have a UK license, therefore GAMSTOP cannot prevent players from registering or help with refunds.

If you still have access to your casino account, my only advice would be to request self-exclusion as soon as possible. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling problem/addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please keep me informed about any further developments. Thank you in advance.

ok i will thanks

Have you already sent the self-exclusion request?

i did thank you

Has there been any news? Could you please advise if your casino account has been closed?

Dear gracerand31,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.