Rolletto Casino - Player's cool-off period request has been ignored.

Hi

I recently opened an account with this casino and I deposited and played.

I submitted my verification documents and was told that it would take days to complete

because of this I asked the casino by chat to freeze my account until this verification was complete so I wouldn’t be able to play down my winnings of 3300 euro

they told me that I had to email support - so I sent off an email on the morning of the 28th jan asking for my account to be frozen until the verification was finished

at the time of sending this email I had the amount 3300 euro in my balance

the casino chose to ignore my email and continued to leave my account opened and allowed me to deposit a further 1725 euro

i know the casino recieved my email as later on I received an email on the same thread from them saying that my verification was complete

they didn’t mention anything about freezing my account

looking and their terms and conditions it states if I want to put any restrictions on the account I just need to contact customer support - which is what I initially done by chat - and this option was refused to me

I would really like help firstly receiving the balance that was on my account back which is the amount of 3300 euro and then also retrieving the deposits back which was a further 1725 euro - so in total 5025 euro

the casino should have froze my account on two occasions when asked

I have tried to email the casino in relation to this and again they are choosing not to reply

I really need your help - please let me know if you need anything from me

thanks

Barbara

Hello babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

"Time Out Period

If you need a break from gambling, please contact our Customer Support team and ask them to temporarily close your account."

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. I would especially like to see your Time Out Period requests.

Also, could you please advise how much money you currently have in your account?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina

I have replied to your email address with all information please let me know if you need anything else

thanks

Barbara

Thank you very much babsbh for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Thank you

Hi Barbara,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter 🙂

i appreciate your help

Hi Peter,

Just wondering if you had managed to get in contact with the casino

They are still choosing to ignore me and chat support dont help wither - just tell you to wait and wont let you speak to any one else 🙁

Hi, I'm discussing the issue with the casino by Skype, I will get back to you ASAP.

Thank you 🙂

Dear Barbara,

As mentioned above, I discussed the issue with a casino rep as well as with the rest of our team. To sum it up, you asked the casino to freeze your account. For this to happen, it takes time because you had to verify your account first. The problem is that you managed to lose all money in your balance in the meantime. I have to admit that the whole process is not very user-friendly, it should work another way around (freeze the money first, verify after). However, this tool is some extra feature that the casino offers, and we can't really punish it. The situation would be different in the case of gambling addiction and a permanent self-exclusion. I'm afraid I can't help you with this one. Your complaint will be rejected. If you disagree with our decision I recommend you turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter