Rolletto Casino - Player's winnings confiscated by Rolletto Casino.

Sehr geehrtes Casinoguru Team,

ich bin gerade komplett verzweifelt wegen dem Rolletto Casino... Ich habe dort meine erste Einzahlung von 500€ getätigt und 750€ Bonus erhalten und damit mit einem Spin direkt die hohe Summe gewonnen. Ich habe dann die Bonusanforderungen erfüllt und konnte 14000€ in Echtgeld umwandeln. Jetzt haben sie mir alle Gewinne entfernt nur 400€ auf dem Account gelassen und sagen ich hätte gegen ihre Bedingungen gehandelt... Ich habe aber überhaupt nichts falsch gemacht und sie sagen mir nicht Mal was genau das Problem ist... Ich glaube das Rolletto Casino handelt unfair und habe jetzt so Angst dass meine Gewinne weg sind... Könnt ihr mir bitte helfen?

Dear flochefe,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you're facing with Rolletto Casino.

To help us better understand and address your situation, could you please provide answers to the following questions:

• Can you confirm the exact date when you made your first deposit of €500 and received the €750 bonus?
• Could you provide details about any communication you have had with Rolletto Casino regarding the removal of your winnings? Please include any emails or messages where they mention the alleged violation of terms and conditions.
• Have you received any specific information from Rolletto Casino about which terms and conditions they claim you violated?
• Could you provide screenshots or documentation showing that you fulfilled the bonus requirements and converted the €14,000 into real money?

Please feel free to forward any relevant communication and documentation to petronela.k@casino.guru.

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

Liebe Petronela,

vielen Dank für die Antwort. Ich habe am 30.06. 500€ eingezahlt und 750€ Bonus erhalten. Ich habe an diesem Tag auch direkt den Mega-Gewinn gemacht und den Bonus habe ich innerhalb der nächsten Tagen umgesetzt.

Leider gibt das Casino keinerlei Informationen her.. ich denke es handelt sich um ein betrügerisches Casino..

Ich habe dir alle Beweise und Kommunikation per E-Mail gesendet.

Beste Grüße,

Florian

Thank you very much, flochefe, for providing all the necessary information. 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 in the near future.  

Hi flochefe,

I'm taking over your complaint. Let me ask you a question. Do I understand correctly that you hit the big win before you finished the wagering? What was the max cashout from the bonus?

Hallo Peter,

Ja, das verstehst du richtig. Es gab allerdings keine maximale Auszahlungsbeschränkung aus dem Bonus (150% Ersteinzahlungsbonus). Ich habe also die 14000€ erfolgreich in Echtgeld umwandelt und erst Tage später wurde der komplette Gewinn entfernt.

Hi flochefe,

Thank you for the update. Let me contact the casino and I will do my best to help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the 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’ which may negatively affect its rating.

Hi flochefe,

I'm discussing your complaint with a casino rep on Skype. Let me ask you a question. Has anyone else in your household opened an account in this casino?

Hallo Peter, nein niemand da bin ich mir 100% sicher! Ich bin der einzige der in Casinos interessiert ist..

Hi flochefe,

The evidence provided by the casino suggests that multiple accounts were opened from your IP using the same device and activating the same bonus. If you opened more than one account in the casino, I'm afraid, I won't be able to help you.

Hallo Peter,

das kann zu 100% so nicht stimmen ich habe nur diesen einen Account auf dem Casino und garantiert kein zweites! Es kann auch nicht sein, dass sich jemand mit meinem Internet verbunden hat und das selbe Gerät sowieso nicht ich habe IMMER mit meinem Handy gespielt.... Bitte schau dir diese "Beweise" noch genauer an weil es kann gar nicht sein! Dieses Casino denkt sich einfach Geschichten aus um große Gewinne nicht zu zahlen es ist unfassbar...

Hi flochefe,

The provided evidence is pretty clear. Unfortunately, if you are the only person using your device, there's nothing we can do to help you. Opening more than one account is forbidden in most casinos across the industry. I'm afraid we have no other choice but to reject your complaint. I recommend you only open one account per casino in the future to avoid trouble. I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of flochefe. There is new evidence suggesting that the player was using a VPN service and the matches with other accounts could have happened due to the use of the same VPN service.

Dear Rolletto Casino team,

Could you please review this new information?

Hi flochefe,

We received some additional data from the casino. We will review it and get back to you.

Hi flochefe,

I'm still discussing the information with the casino. I will keep you updated.

Hallo Peter,

alles klar. Vielen Dank!

Hi flochefe,

Here's a quick update. The evidence from the casino we received so far wasn't sufficient. Without proof of collusion or connections with the other accounts linked to the same IP, we will request full payment of your winnings.

Hallo Peter,

das freut mich zu hören. Ich habe die Hoffnung noch nicht verloren, ich hoffe einfach Rolletto handelt professionell..

Hi flochefe,

Unfortunately, I have some disappointing news. The casino has provided evidence indicating that, in addition to the IP match, there is also a phone number match between your account and another player's account. If this is the case, there is little we can do to assist you. As mentioned earlier, having multiple accounts and claiming bonuses on both is strictly prohibited by most casinos in the industry.

Hi flochefe,

Yes, that is the number that was used in both accounts. Based on our previous experience with the casino (multiple complaints), we don't suspect that this data was tampered with. Unfortunately, we have no other option but to reject your complaint. If you disagree with our decision, please turn to the GCB gaming authority for further assistance (https://www.gamingcontrolcuracao.org/contact). I wish I could be of more help.

Best regards,

Peter