Rolletto Casino - Player’s withdrawal was sent to the wrong address.

Prior to 20 April I have had not issues withdrawing from Rolletto and payouts to my bank once they had been marked from processing to successful were in within 3 hours or so.

However, a withdrawal for 250 on the 20 April was not received. I queried it with Rolletto and I was asked to wait a few days. I did some back and forth on instant chat and then the payment team agreed to investigate. They eventually provided a screenshot of the payment and my bank requested a MT103 as proof the funds were sent.

After much chasing proof of sending came through on the 18 May. My bank confirmed the incorrect BIC code was used, so I let Rolletto know straight away.

It is now the 15 June and I am still waiting for this payment. All I get back from them is it is being looked at.

I don't understand why they cannot pay it t me and recover the funds from the incorrect BIC code in their own time. It was a payment error that was not my fault.

Dear Revenge72,

Thank you very much for submitting this complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation properly.

Have you made your previous withdrawal with a different payment method?

Has the casino responded to your email about the wrong BIC code?

Has the amount of 250 GBP been credited back to your account after you alerted the casino?

When was the last time the casino informed you about the status of the investigation?

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

Kind regards

Veronika

Thank you for responding. Please see the following response to your questions.

Have you made your previous withdrawal with a different payment method?

A) No always the same method, payments before 20 April and subsequent payments up to early June have been successful.

Has the casino responded to your email about the wrong BIC code?

A) Yes they say the relevant team are investigating with the payment provider.

Has the amount of 250 GBP been credited back to your account after you alerted the casino?

A) No it has not

When was the last time the casino informed you about the status of the investigation?

A) I was contacted last week with the same line that they are looking at it.

I can provide emails showing the back and forth between myself (continually chasing) and themselves.

Please forward all the relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

I have sent these through to you.

Thank you for your help.

Thank you very much, Revenge72, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, Revenge72!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Casino.guru team and esteemed Revenge72,

The Rolletto team extends its sincere apologies for any inconvenience caused. We would like to inform you that we have already initiated the necessary steps to address and rectify the issue at hand. Rest assured, we will promptly provide you with updated information as soon as it becomes available.

We greatly appreciate your understanding and patience throughout this process.

Best regards,

Rolletto team

Thank you @Rolletto, whilst you are resolving the £250 from 20 April, can you also resolve the £150 from 13 June? It is unusual for me not to receive my payouts from yourselves and this has been dragging on for a long time. I suspect the missing one in June has been assigned the wrong BIC code also. I am owed £400 in total from Rolletto now. Many thanks.

I am very annoyed that I have had a response from Rolletto on the 13 June missing withdrawal. I told them they had used the incorrect BIC code (a document proving this has been provided by them). They responded saying that the withdrawal is a manual request from me, and they had sent the money. I provided the IBAN number, that number is not the issue - it is the BIC they have used that has meant the money has gone missing. Just like the outstanding withdrawal from 20 April.

@Rolletto this is very poor customer service, you owe me £400 from 2 separate withdrawals that have gone to the incorrect BIC (this is NOT my fault). You have managed to pay out to me on several other occasions with no issues - just these 2 payments from 20 April for £250 and 13 June for £150. This is not a customer error, this is a banking error from when the payment was processed.

Please pay me what is owed, I am tired of the "thank you for your patience" and "we are dealing with it" emails. This has gone on long enough.

As requested by @Rolletto I have sent them my bank statements in PDF format and I hope that this will soon be resolved.

Hello Casino.guru team and esteemed Revenge72,

We would like to inform that the issue has been resolved. You may now check your account and continue to enjoy your experience on our platform.

Our team sincerely apologizes for the inconvenience and we would like to extend our best wishes.

With regards,

Rolletto team

Thank you for adding the money back into my Rolletto account, it is much appreciated.

I have put in a withdrawal request, pleas can you make sure the correct BIC is used so we can all move on 🙂

Thank you Rolletto and Casino Guru - both missing amounts were paid into my bank account this morning. I am very happy that we can close this complaint.

Dear Revenge72,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team