Rolletto Casino - Player’s winnings were confiscated.

So on 20th feb i won a Twitter giveaway on Rolletto which was a 40 euro bonus balance with a wager of 30x which is like wagering 1200 Euro and i completed the entire wager and i had 79 euro to withdraw at this time when i completed the wager completely. i wanted to withdraw the amount but Rolletto didn't let me withdraw it as i was told to verify my account.. as i wanted to do some bonus buy i deposited around 25 euro more and i was playing with the remaining 79 euro i hit a 9500x and my balance was over 2000 euro after that my deposit got credited i Played on for the next 4-5 hour without any prob and lost around 1000 euros in the meantime i made a 200 euro withdrawal which was processed now i had 827 euros in my acc and suddenly my account was frozen and i couldn't do anything after couple of hours Relletto did a system withdrawal from my account and debited 726 euro from my account.

Now they gave me 200 eur successfully and kept 100 eur in my account and sent me a mail saying As i have won a twitter bonus amount i cant withdraw more the 100 W euro

yes it was a bonus balance but when i completed the bonus wager the balance was just 79 euro i made all the money later after the wager was completed & i had also deposited 25 euro

on mail they sent to me they said i can only withdrawal100 euro as that's the maximum you can withdraw in total but i had withdraw 300 euro.. when i ask them if that's the case why did you let me withdrawal 300$ they told me it was a good gusture from them 😀

but the fact is even they know i have deposited the amount and i was eligible to withdraw the entire amount unlit they changed there mind.

so my request it plz refund the 729 euro you deducted from my balance

Dear siddy007,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the no-deposit giveaway had a 100€ or 300€ maximum cashout rule attached?

• Could you please share a screenshot of the rules associated with the bonus?
• Have you completed account verification in the casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

HI sir

Yes that's correct i went through the rules & regulations and there is a rule saying a maximum withdrawal is 100 euro & yes i have completed my verification now

Points to note are

firstly when i completed the wager i just had 79 eur whatever i mad was after that

I have made a deposit of 25 Euros too

also both my withdrawal request of 200 & 100 euros where made 6 hours after my first deposit.

Also i wanted to a add very important point here is As and when i completed my wager i had 79 euros they Should have stopped me there by freezing the account and let me withdraw it and then there wouldn't have been any such confusion, i even requested a withdrawal then but they refused due to verification, from 79 euro i made over 2000 euros again lost 1000 still they allowed me to play once i summited my 200 euro withdrawal request after some hours the freeze my account.

The point here i want to tell is when i completed my wager from the bonus giveaway they should have stopped me then and let me withdraw it after verification but they took 7 hours to do that in that 7 hours I won big then even lost half of it also not to for get i deposited. its completely There mistake because they acted only when i started winning and requested a withdrawal.

Thank you very much, siddy007, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi siddy007,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Rolletto Casino to join the conversation and contribute to the resolution of this complaint.

Hi Peter

Thank you for the help

All this days I repeatedly tried reaching there support via live chat & mail but either i was shut down or ignored.

I really had a great experience at rolletto casino but the way they handled my case was disrespected when even they know they acted very late.

I hope now that the case is on public domain they will replay and will reach out for a settlement.

Dear Colleagues,

According to the rule, the maximum withdrawal of winnings from the bonus is 100 EUR, since the user made a deposit in the amount of 25 EUR, the company made a decision and we withdrew 300 EUR as an exception.

In fact, the user did not win with the deposit amount and therefore it could not be considered as a real amount.

Best regards,

Rolletto team

Hello

As i have clearly mention when my wager was completed i had 79 euros or around that whatever i won was after that (casino should have Stopped me when i had completed my wager and not after 7-8 hours when i even deposited )

bcoz they acted late i was able to play more and win & even loose half of it they only woke up when i requested for a withdrawal then they suddenly blocked me from playing and depositing all this would have been done once i have completed my wager and not after 8 hour.

how do you determine if i won from the deposit amount or not ? infact after depositing there was nothing like real amount or bonus amount the fact is they didn't differentiate and allowed me to play normally.

according to me as i said before they acted very late in this matter which allowed me to play more and deposit and if they had let me deposit its a fair money then they just cant give me 15% of the actual amount won and say because you deposited we gave you 300 EUR.

i see how the casino has Cleverly diverted the compliant of mismanagement to rule.

i have already mention they rule is of winning 100 euro max that we already know but my compliant was about there mismanagement in stopping me in depositing money even after know i am playing on bonus money and that needed to be withdrawal first before i would deposit more and play with it the fact is i was allowed to deposit and once i have deposit all that become real money and i should be allowed to withdraw the entire Amount rather then 15% of it.

Dear siddy007

On one hand, you mention that you were aware of the maximum withdrawal rules. You won more than 2000 euros from the bonus amount. Subsequently, you made a deposit and played. When excessive winnings were detected, the your account was debited, and only the maximum amount provided by the bonus was paid.

Best regards,

Rolletto Team

Hi

Ya we all know the bonus rules that's not the complaint you are again running from the Q we are asking as i see you are having a hard time understating let me put it in simple words for you

Can you tell us what was the amount in my Wallet when i completed the wager of 1200 Euros from a 40 euro bonus ? (according to me it was 79 or around that ) that 2000 euros i won was after i wagered the 40 euro..

Also as you are Claiming "When excessive winnings were detected, the your account was debited" let me tell you here i won 2000 euros in the next 30 mins after i completed the wager but account was debited 6-7 hours latter ( in that period it has also allowed me to deposit whos fault is this ?

Plz tell everyone what was the amount when i completed the wager ? and also why was my excessive winning detected 6-7 hours later after i won 2000 euros ( if i am not wrong i didn't win directly from 79 euros to over 2000 euros i made over 100 euros (which was a max amount) and from there i made 2000 euros i could have been stop when i won over 100 euros. Also i want to know why did you let me deposit isn't this your fault ? they have smoothly taken the deposit but when it come to withdrawal they have a problem ( if you have a problem with the withdrawal then you should also have a problem with the amount i deposit and you could have refunded the amount but you didn't which clearly means they are making rules on the spot which suits them.

Plz Answer to what i have asked with prof

Hi all,

Thank you for your replies.

Dear Rolletto Casino team,

Could you please send the player's game history to my email address (peter.m@casino.guru) and mark the beginning and the end of the bonus to avoid doubt?

Hello

Is there any update on this case?

Dear Peter we send you player's game history to my email address (peter.m@casino.guru)

Rolletto team

Hi all,

Thank you for your replies.

Dear Rolletto Casino team,

According to the siddy007's game history and information provided by you, when siddy007 finished the wagering of the bonus (20.02.2024 00:30:58) and his funds were transferred to the real money, his balance was 88,3135€. After that, he continued playing and made the deposit when he had over 2275€ in his account. The funds were made from his real money balance and therefore he should get paid in full as I explained to the casino representative by Skype. I'm afraid our position will not change as it represents our policies and reflects our views on fair gambling. Please inform us of your final decision.

Hi siddy007,

The casino stated that you got paid, can you confirm that?

Hie

Yes Peter i have been Fully paid by Rolletto.

I would like to thank You for you cooperation and making sure i get what i deserved & also like to thank Rolletto for there cooperation regarding the case on there part too.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, siddy007, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter