Rolletto Casino - Player seeks refund after being misled about account status.

When I joined the app today and got

verified, I contacted the casino on live chat to ask if that means I don't have any duplicates

and I can place bets as the site design

seemed familiar to me and I didn't want to

deposit before making sure I’ve got no duplicates despite them having verified my IDs, I've got screenshots proving it.. but later on in the evening I bumped into some of my emails and realised that I had verified accounts with them before which were closed permanently.. so they have allowed me to open another account and VERIFIED it! On top of that, I asked them specifically before depositing if being verified meant I had no duplicates and I could place bets as I wanted to make sure before DEPOSITING ANY MONEY and THEY CONFIRMED THAT I HAD NO DUPLICATES AND COULD PLACE BETS , which was false

information ( again I’ve got the screenshot proving it). I have requested my deposit of £100 to be reversed to my bank account I transferred from.

I do not want to be on a site that is not trustworthy.

Dear Rekta92,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify which documents you sent to the casino for verification of the account you opened yesterday?

When exactly did you open your first account at Rolletto Casino? Was your first account fully verified? What was the reason why the casino permanently closed your first account and when did it happen?

Please forward me the communication between you and the casino customer support regarding the duplicate accounts at veronika.l@casino.guru. Did you contact customer support before or after you opened your second account?

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

Best regards

Veronika

My first account was opened about a year ago , it was fully verified.

When opening the new account this week, I asked them after I got verified and before depositing .

For verification, i have submitted my passport to prove identification , my bank statement to prove my address and a live selfie.

Thank you for your reply. However, you have not answered all my questions.

What was the reason why the casino permanently closed your first account and when did it happen?

I requested them to close my account permanently and that was last between 2022-2023

I’ve been sending emails since last week and none of them are getting back to me . Both Rolletto and Freshbet who are both sister companies , and I’m having the same issue with both . £100 with Rolletto ( no response to my emails since last week) and £200 with Freshbet ( no response since 3 weeks).

Could you please forward me the account closure request you sent to the casino for your first account at veronika.l@casino.guru?

Did you submit the same personal information in both of your accounts, including your name and address?

That was years ago , I’m not sure I can find it still. It was the same info and ID , everything was verified too . It’s just the email that was different

I have not received any emails from you at all. Please forward me all the communication between you and Rolletto Casino support as well as any other evidence (screenshots, chat transcripts) that could be relevant to the investigation of your case at veronika.l@casino.guru.

Could you at least forward me any emails from Rolletto Casino containing information about the verification of your accounts?

They don’t send email to confirm verification, they just verify on the site direct , and right now they blocked me otherwise I’d show you

I am sorry but I need to see your request to permanently close your account. In your first comment, you wrote: "but later on in the evening I bumped into some of my emails and realised that I had verified accounts with them before which were closed permanently.."

So apparently, you still have some of the old emails. Please forward them to me at veronika.l@casino.guru. Thank you for your cooperation.

That is done by live chat

Dear Rekta92,

When submitting a complaint, it is crucial that both the mediator and the player follow certain steps to ensure that the investigation runs smoothly and effectively. You can read more about how the complaint resolution procedure works [here].

One of the key elements in resolving complaints is active cooperation from the player. It’s essential that the player provides as much evidence as possible to demonstrate any unfair treatment they may have experienced. Without this, we are unable to thoroughly investigate the matter or determine whether we can offer assistance.

Please understand that when we approach a casino with a problem, we must show them that the player’s claims are substantiated. For example, if you state that live chat confirmed you had no previous accounts, it’s important to support that with concrete evidence. Without such proof, the casino could simply deny the conversation ever occurred, potentially leaving the investigation at a dead end. The same applies to claiming that you had two fully verified accounts.

Only by providing strong evidence, we can effectively address your concerns and work toward a fair resolution.

If you are unable to provide any evidence demonstrating that you had two accounts with Rolletto Casino, unfortunately, we will not be able to proceed with the investigation. Thank you for your understanding.

Well looks like they won, scammed me properly. Therefore, if you can’t help, please delete my casino guru account.

many thanks for your help

I am truly sorry for the outcome of your complaint. As per your request, your account will be deleted. I appreciate your understanding, and I wish you all the best moving forward.