Rolletto Casino - Player’s several requests for self-exclusion have been overlooked.

Dear Ellis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked Responsible Gaming section, and this is what I found https://rolletto.com/static/terms/responsiblegaming:

„Self Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self exclusion for a period of between 6 months and 5 years."

Contact Info: If you have any questions or need further information, contact us on the following:

support@rolletto.com

Is this the email address that you have sent the emails to?

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

I have sent u emails please can u escalate to rolletto

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

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

We have managed to establish a communication line with the casino. They should react very soon. I am extending the timer by 7 days.

Shame it's taking them so long I would like a full refund for the stress they have caused me and the financial hardship, clearly this is there level of responsible customer services u can receive. Can't see what the issue is they didn't help me implement proper deposit restraints as requested and now they are ignoring the issue and my complaints.

Hello, We have blocked your account when you request deposit limit because you used Bitcoin wallet, as you know on bitcoin wallet its impossible to make deposit limit because you have wallet address and you can send coins any time its in your hands, that's why we decide to make bet limit and block your account that you not play more, also we offered you to talk our psychologist to help you. But the refund your coins its not possible.

Thats not true is it, u tell me initially that i could not impose a deposit limit on my account and u only closed my account because i had to request u to do so, i asked for a refund and u told a compulsive gambler to use his account so he could with draw the petty 10% u offered as a refund, u know your in thw wrong and your responses have been bleak with no rational, i am happy to provide u with my bank number and sort code, procide me with a refund please for the difficulty u have caused me please and the impact on my wellbeing, seems to me that the word responsible casino seems to be none exsistent in your case and u are undeniably lying

If there is a lack of knowledge and u cannot offer me my refund i will further my complaint to your lisensing authorities who pay see things differentl, please roletto understand thile difficulty u have caused me, why did the agent not tell me straight away that bit coin should not be used, ? Should u not have bitcoin then as an option if u cannot impose responsible limits on them when requested???

Dear Ellis.

I am sorry but I am not sure if I understand the case properly. Please, could you confirm that you are requesting the deposit refund from the period after you have informed the casino about the gambling problem? How long have you been waiting for account block since request? 

Hi Joszef,

To be clear i am requesting a full refund from the 11th July anything over the 500 dollars i requested as a deposit limit, as the casino failed to tell me bit coin could not be stopped or limited. Hope this makes sence, jave u heard anything they are very slow to reply, if they will do this please and understand and give me a refund for anything above 500 dollars depostited i will be satisfied as the comlplaint resolved.

Dear Ellis.

We have evaluted all your proofs and we believe that the selfexlusion is valid since the casino confirmed your request (Date: Mon, 13 Jul 2020, 14:04).

Please, could you specify an amount you have deposited after the confirmation?

Hi Joezef

The amout when i requested a deposit limit and they agreed to implement was 500 dollars. After this it allowed me to keep depositing for up to 1500 dollars if not more, i am unable to check exactly as i no longwr can access my rolletto account. The case is here Jozefe they didnt impose responsible blocking measures which could have prevented a compulsive gambler to stop deposits and keep playing if makes sence. Please i ask kindly a good will gesture for the trouble caused so i can sort my bills out and get my life back in order.

Dear Ellis, 

I am very sorry to hear about your situation and we are taking responsible gaming seriously. However, you have requested the deposit limit on Friday afternoon and you have not mentioned any gambling problem. We believe the self-exclusion applies from the casino confirmation which was right after the weekend. It would only be a generous act, but the casino clearly refused to do it and we respect their decision.

If you would have mentioned your gambling problem during the conversation with live chat (11.July) they would have been obligated to block your account asap. 

First of all, I would highly recommend you to stop playing since you have clearly expressed your gambling addiction and there is a very useful article on our website, link below.

https://casino.guru/problem-gambling

Next, if you choose to continue with playing (which I highly do not recommend) since you are playing from the UK you should choose the only UK licensed casinos because their player protection is much more relevant for you.

Once again, I am sorry I could not help you more and if have any questions or require further assistance, please, contact me anytime, I will gladly help you.

I will now mark your complaint as 'rejected'.

Kind regards, Jozef

Casino.Guru 

jozef.k@casino.guru