Rolletto Casino - Player's winnings not credited.

So after 7 days, multiple customer support chats and emails this still hasn't been resolved - very poor casino to be a member of and simply told its being investigated.

So I was playing a well known evolution live casino game and 2 winning transactions were not credited to my account.

This was immediately raised with evolution live chat who provided a reference number and advised they would inform my casino provider.

I in turn contacted rolletto customer support and provided all relevant details, screenshot and the reference number from Evoloution.

Nothing in over a week and constantly fobbed off with its under investigation, forgive my ignorance but how long does it take to investigate a matter that has also been ackowledged by the game provider.

Hello Bobbyt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you receive any official statement from the game provider, if yes, please also forward it to nikolas.b@casino.guru. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account has been verified and this was verified 6 months ago. I have had no issues in terms of deposits or withdrawals in this time.

I only have online chat transcripts with Rolletto.com and the email I sent 3 days ago, regarding the missing winnings.

I will send these onto your email now.

Hello Bobbyt,

Can you also please forward your communication between Evolution and you to nikolas.b@casino.guru?

Hi Nick, the matter has now been resolved and the money credited to my account after 2 weeks of waiting.

Dear Bobbyt,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru