Rolletto Casino - Player’s winnings were not credited.

Good morning, I was playing on the xxxxlightingextrem roulette and the 13 x1000 came up. I had bet 0.5 and it didn’t credit my account. After writing to the chat and email and waiting for hours, they told me there was an error and I didn't get the €500 even though everything was normal. I felt helpless and robbed.

Dear Haritzin,

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. 

• Could you please forward your game history from the time of the incident to tomas@casino.guru along with any proof of winning the amount?
• Could you please share your communication with the casino where you discuss the issue?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I entered my rolletto account to review the Game history and look what I found, it disappeared suddenly that throw. Compare when you can the first capture of mine and this one look at the times. Thank you

Thanks for your email and the detailed explanation of the situation.

I can see the round is recorded similarly on the game provider's side as well as on the side of the casino.

Please understand if there is no recording of winnings on either side, we can't argue against the casino's conclusions from the investigation of the round.

If the amount of the bet has been returned to you due to an error in the game round itself, we would find such actions justifiable.

Please let me know if there is any evidence that hasn't been presented yet, otherwise, the complaint will be closed.

Hello, where do you see the supplier's side? They are both from the casino. How can I contact the supplier (Evolution) to be able to watch that round on video?

I am sorry for the misunderstanding. I deduced my conclusion from the screenshots you provided in your previous post.

In gaming history found in the game environment the bet is not recorded, while on the side of the casino, the bet is marked as returned: (bet rollback)

Unless there are any circumstances confirming your winnings are legitimate, we won't be able to help.

I'll await your reply.

Dear Haritzin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.