Rolletto Casino - Player’s deposits have never been credited to their casino account.

I made 30 deposits into bitcoin wallet at casino on saturday 21 november.

Only 11 of these deposits registered in my wallet, and I am missing remaining 19 deposits- all of around £40 gbp, so approximately €855 missing.

I sent casino copies of all transactions from moonpay and also of all transactions leaving my bank account. I have been on live chat countless times for last 2 weeks but as much as they jeep saying investigating I am concerned now given 17 days have passed since my deposits.

Dear Dcressman,

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

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

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

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

Best regards,

Petronela 

Dear Dcressman,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Rolletto tell me they are still investigating. How much time do I give them, I have been missing the deposits for almost a month.

I have successfully deposited here in past, so I dont know what has gone wrong.

Dear Dcressman,

Could you please forward your payment receipts to me? Thank you in advance. We will contact the casino afterwards.

What email address do I send them to

Hi

I have emailed you lot of information this morning - have u received it all. Details of all 32 transactions, my bank statements, my btc transactions with moonpay, my wallet address at rolletto, a spreadsheet summary of all transactions with wallet address from moonpay purchase matching wallet address at rolletto.

Can u confirm receipt. Let me know if need anything else.

David

Thank you very much, David, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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.

Dear Dcressman,

I looked at your complaint, and all forwarded e-mails. I’m sorry to hear about the complications you have been experiencing. I will do my best to resolve your case.

I would like to invite Rolletto Casino into this conversation.

Dear Rolletto Casino,

Can you please inform us of the progress of your investigation of the issue?

Hello dear David,

We apologize for the inconvenience. We have studied the issue thoroughly and it occurred to be the problem with the wallet. We have added 855 Euros to your balance and as the loyalty of our customers is crucial for us, we gift you extra 1000 Euros on your balance.

Hope you have an amazing experience with us.

Rolletto team

Thank you casino guru and rolletto. I can confirm this has been resolved successfully and I have now received my missing 855 of deposits as well as an extra 1,000 of cash as goodwill gesture from rolletto.

Dear Rolletto Casino,

Your generosity is appreciated.

Dear Dcressman,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear the good news! We will now mark the complaint as 'resolved' in our system. 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.

Best regards

Andrej