Rolletto Casino - Player’s withdrawal has been delayed.

I wanted to complain about a withdrawal request of 750.00 Euros that I have still not received despite numerous attempts to resolve this with them. Firstly, shortly after joining, I submitted all of my documents for verification and my account was confirmed as verified. Since joining the site I have not used or received any bonus offers and all wagering has been completed using deposited funds. On 11th of May I submitted a withdrawal request for 750.00 Euros which showed a status of processing. I contacted chat support to enquire about processing and transfer times and advised it would be processed with 72 hours and then take no longer than 24 hours to reach my account. The status of the withdrawal then changed to successful showing it had been completed at 7.58am on 13th May via SEPA payment so I believed everything was fine. I waited for the funds to reach my account and after still not receiving the funds I decided to contact the chat support to enquire when I would receive it on 18th May at 14.43. The chat operator asked if I had checked if it was there and I confirmed i had checked just minutes prior to contacting support. I was then advised to contact their support team on their email.I sent a email to the support team at support@rolletto.com on 18th May at 15.26 to advise I had not received the withdrawal. I then received a reply stating the transaction was successful and there was nothing they could do and to contact my bank.I contacted my bank and they advised to contact the sender of the payment as they had no details to follow up on. I then requested the details of the transaction to give to my bank. I was then advised it was referred to the relevant department.On 19th May I received a reply with a transaction form attached showing the transaction details. I contacted my bank and was advised that for SEPA or SWIFT payments the sender had to request a trace on the funds when they had not been received. I then waited a further few days expecting to receive the funds and that they must be slightly delayed. On 25th May, I contacted support to advise I had still not received my 750.00 Euros. At this point I provided evidence of the response from my bank stating the funds had not been received and I requested if they could trace the funds through the sending bank, Finductive. I then received a reply stating it had been referred to their financial team and I would hear back as soon as possible. I sent a follow up email to enquire on 28th May as I had not had any form of contact.On the 29th May I deposited 30 usd which was taken from my account but never credited to my Rolletto account. I contacted support to advise them if this and was advised to wait 24 hours.On 30th May I contacted them to advise the 30usd had still not been credited to my account and provided evidence of the transaction. I was then advised it had been transferred to a relevant department and they would get back to me as soon as possible.On 1st June I contacted live chat support following up asking when I could expect to hear back with resolving my outstanding withdrawal issue and also when I could expect the issue of 30usd which had not been credited to my account to be resolved. Again I was advised it had been transferred to their proper team and would receive a response soon.On 2nd June I again made a deposit of 70usd which was withdrawn from my account but not credited to my account. I emailed them again on 2nd June at 20.38 to advise them of this issue and to again follow up on the previous two issues of the withdrawal and 30 usd not being credited as there were 3 issues outstanding and no closer to being resolved. I received a reply at 3.23am advising as far as they are concerned the withdrawal was successful and there was nothing they could do. I never received a response from their financial team as previously advised or any further assistance as I have still not received the 750.00 Euros or a refund for the 100 USD back to the card I deposited with.Once again I emailed advising that their response was not acceptable and requested they put a trace to locate the funds so they can be allocated correctly to my account. They then responded saying the answer regarding the withdrawal was final and the payment was successful and there was nothing further they can do.I then advised them I did not consider the matter resolved and would be submitting complaints and pursuing the matter further.They have not assisted in any way to try and attempt to resolve this issue and have only responded when I have followed up after not receiving any further details or contact as they advised.

Currently all three issues are unresolved:

750.00 Euros not received 30usd deposit not credited to my account or refunded back to the payment card 70 usd deposit not credited to my account or refunded back to the payment card.Please can you assist me with the three issues above as I have tried my utmost to resolve them directly with Rolletto.com.

Dear Rebecca,

Thank you very much for submitting your complaint. I’m sorry to hear about your misplaced withdrawal and two deposits. Could you please advise if you have received any tracking number for the payment from the casino? Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Additionally, I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

As I mentioned earlier, if deposits haven’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hi

Thank you for your response to my complaint regarding Rolletto.com and my outstanding withdrawal issue and deposits.

With regards to the withdrawal, I have sent an email to the email address you gave above with the transaction details provided.

I am aware that international transactions can take some time which is why I kept expecting for it to arrive in my account, however I made a withdrawal from rolletto on 25th May for 350 Euros via SEPA payment to exactly the same bank account and received it within 24 hours into my bank of it being processed which is why I realised I was unlikely to receive the 750.00 Euros after such a long period of time.

With regards to the deposits of 30 usd and 70 usd I have not yet contacted my card provider as I was originally advised by rolletto to wait 24 hours for it to show in my account and that when I contacted them again they said they would look into it and I would hear back from them. They never advised I needed to contact my card issuer so wasn’t aware I needed to do this.

I will contact my card provider but they seem to use a third party called OPAY to take Visa payments so I am unsure if this will affect it.

I have also included sent screenshots to the email provided of my bank transactions for the time period of the withdrawal request along with screenshots of the deposit transactions.

many thanks for your help with this matter.

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

I looked at your complaint and will do my best to help you. I would like to invite Rolletto Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi Villiam

Thank you for your help. What happens if they do not respond please?

We would like to ask the Rolletto 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Rebecca,

I've received info that your winnings should be paid. Can you confirm this, please?

Hi Villain

i can confirm that this is not true and I have not received the winnings. I am still exchanging emails so have many more since I contacted you which I can send to you if this would help.

many thanks

Rebecca

Dear Casino,

can you explain this situation, please?

PS: Rebecca, you can send that communication to my email: viliam.v@casino.guru

Hi Viliam

I can confirm I have sent all email correspondence relating to this matter dating back to 19th June.

Thank you

Rebecca

Good day, 

Sorry for the late response. 

Our support team is waiting for your reply to the last email from you. Which was sent to you on 20 September. 

Please be assured that we will do our best to solve your problem as soon as possible. 

Kind Regards,

Rolletto Team.

Dear Casino,

I would like to ask you to investigate more this case and bring us some solution, please.

We would like to ask the Rolletto 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’.

Good day, 

Sorry for the late reply. 

This case is already being processed and support is in contact with the user. 

As soon as there is a clarification, we will contact you with an update. 

Kind Regards,

Rolletto Team

I would like to respond to add that that isn’t true and it isn’t still being processed and support have not been in touch since the last email received on Saturday 2nd October when I received the last response which stated and I quote ‘  we are not able to help you with anything else, it is your payment provider's responsibility to assist you with this matter.’ even though I have still not been provided with the MT103 and information that my bank advised they would need to be able to follow up this payment when I made a request for around 2 1/2 to 3 months.

Viliam, I forwarded the latest email I received to your email address.

We would like to ask the Rolletto 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’.

Good day, 

Once again, we would like to apologise for the delay in resolving this matter. 

Please be assured that we will try to resolve the matter as soon as possible. 

We are currently waiting for a reply. 

In the next few days, we will certainly clarify this. 

And again, an apology to the user who has had so many inconveniences. 

Kind Regards,

Rolletto Team

Hi Rolletto

please can I clarify who you are waiting a reply from? Is this a reply from the sending bank with regards to the MT103 I have requested numerous times or a reply from myself?

The last email correspondence I received from yourselves was on 2nd October and I have not had any response to the email I sent you to follow up on Sunday 17th October.

Viliam, I have forwarded the last email I sent to the email address you provided.

Dear Casino,

please stop prolonging the time and give us some relevant explanation and solution. This is the last reminder.

PS: Rebecca, I advise you to contact Curacao gaming license as soon as possible to get things moving forward.

I apologize, but since we haven’t received any evidence or explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. If you need my help with contacting Curacao just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the Casino’s request. We must conclude, based on Casino's evidence, that player lost her winnings by further playing.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.