Rolletto Casino - Player’s deposit has never been credited to their casino account.

Hello. I deposited €80 on 23rd jan, just before 2pm with a welcome bonus of 150%. The deposit screen timed out, I waited for around 10 minutes but the money never went into my casino account. I contacted support and they told me to wait until the money had debited my bank account which I did. It left my bank account on 25th jan. I have been contacting the, ever since via live chat. They do always answer, some better than others but tell me the relevant department are still looking into it. It has been 11 days now and no sight of the money. I have given them proof of leaving my account and also a bank statement with all the details on but still I have not had the money.

I raised a dispute with my bank Natwest but they said after investigating they cannot get the money back so suggested I contacted the casino again. I am now here raising the complaint. I can see others have raised complaints for the same reason with the same casino.

Dear Mattyc,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you contacted your payment provider already? If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

As I mentioned earlier, if the deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello petronela.

I have already contacted my payment provider already and raised a dispute they advised me yesterday that after initial investigations , they cannot proceed and to contact the casino direct as they do have the money.

i am confused as I have seen other complaints raised here on this site for the same issue that have been resolved.

I have some screen prints of conversations I have had with rolletto casino and various emails I have from Natwest my bank. I will forward these on to your email address listed above.

kind regards.

Hello again. I have forwarded you 6 emails.

hope it helps. It’s a shame to lose €80…..

it’s also a shame as roletto casino seem quite good and get good reviews here. I was looking forward to playing their site.

Thank you very much, Mattyc, for the payment receipt and for all the forwarded emails. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than two weeks now since the unsuccessful transaction (23/01/2022), I will set the timer for additional 10 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience and understanding.

No update yet….

Support Agent 12:37

Welcome to Rolletto!

Hello, my name is Lily. How may I assist you today?

Mat 12:38

Hi lily. Please can you check if there are any updated notes about some money I deposited but it never went into my casino account?

From the 23rd jan for €80

Support Agent 12:40

As I've checked proper team is informed about your case and you will be contacted as soon as possible

Mat 12:41

So no update then?

Read

Thank you, Mattyc, for the update. Please bear with me for another 6 days.

Thank you very much, Mattyc, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Mattyc,

I have looked at the documentation you provided us and will take care of your complaint from now on. I would like to ask the Rolletto Casino representative to explain the situation with the missing deposit and also the 70 € that appeared on Mattyc's casino balance.

I don't think they have got a clue what's happening, this is the email I just got

Dear User,

Please be informed, that the relevant team investigated the transaction which you’ve reported and found out, that the deposit already has been reflected on your account balance.

Best Regards,

Beatrice / Support Agent

Rolletto | Support Teama: Rolletto Casino

e: support@rolletto.com | w: www.rolletto.com

We would like to ask Rolletto Casino 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’.

Hello Dear User,

The external payment system reports that the commission was taken by the bank itself during the operation, to clarify the details, please recommend the user to contact the bank.

Kind Regards,

Rolletto Team

Hello all,

thanks for the reply to the Rolletto casino team. Mattyc, I am afraid there is not much we can do for you. If the fee was deducted on the bank side, I can only advise the same as the casino representative. Try contacting your bank regarding the transfer fees. Please, let me know if I overlooked any aspect of this case. Unless I did, I believe we will be forced to close your complaint as rejected.

I completely disagree about the fee, however, there is €70 in my account so I will take that, spend it and not used the casino again. You can close the case. Thanks for your help.

Dear Mattyc,

We are closing the complaint as rejected due to the reasons already mentioned above.

Thank you for using the Casino Guru complaint resolution center. Even though we couldn’t help you with your problem this time, don’t hesitate to contact us if you run into any issues with this or any other casino in the future.