Rolletto Casino - Self-excluded player was able to open a new account.

I was self excluded already but could make another account and deposit and play after winning up to £1200 from a £600 deposit they asked me to verify when I tried to go back on the site it was blocked and no one ever replied to me ! I just wrote off the money at the time but never knew of this website that can help you.

Dear paulmcewan05,

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

Could you please advise if you provided the same personal information when you registered your second account in the casino - meaning your first name, last name, email, and country of residence?

Could you kindly specify when exactly you self-excluded from Rolletto Casino for the first time? Please forward me the account closure request you sent to the casino. My email address is veronika.l@casino.guru.

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

Hi Veronika

I emailed the details I had used all the same details just a different email when I withdrew they asked me to verify which I did a few hours later the account was blocked and there was zero replies from anyone ! I am sure it was 2 accounts paulmc******@***.com and paulmc******@*****.com

Thank you for your emails. Did you receive your refund back in 2021 when your first account was closed?

Hi Veronika

No I never got any refunds on the 1st account or the 2nd one thanks Paul.

Thank you very much, paulmcewan05, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello paulmcewan05,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Rolletto Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello paulmcewan05

please provide us with your account username or email. The account you mentioned was closed in 2023.

Best regards

Rolletto team

Dear paulmcewan05,

I am in contact with a casino representative outside of this thread, that's why I am setting another timer. I will let you know with any updates.

Dear Rolletto Casino team,

I have contacted your casino representative, and I am also giving my answer here.

As I have mentioned previously, we believe the player should not have been able to open another account in the first place. He used the same information as before, and he still was able to create an account and deposit money. Whether he won or lost does not matter in this case, he should be entitled to get back his deposits. 

Hello Michal.

Thanks the only thing is I have a new bank account now since then so any refund would need to go there, thank you.

Dear paulmcewan05,

I am pleased to inform you that after internal discussions with the casino representative outside of this thread, I have received the information that the casino is willing to refund you the deposit you made, that being £600. I have also informed them about the fact that you wish to use a different account to receive the payment, so I am waiting for confirmation from them.

I have been informed that your account will be opened so you can withdraw the £600, and also you can add your new bank account for withdrawal. Please let me know when you complete this process so we can mark this complaint as resolved.

Great thanks Michal

I tried to access both accounts they are still locked at the moment

i can go on now but it will not allow a withdrawal

Hello, Dear paulmcewan05, your account is now open and you are able to withdraw money. After withdrawal, your account will be permanently blocked.

Best regards

Rolletto Team

Please see error blocked from withdrawal

Dear Rolletto asking me to verify do I need to do this please advise

@Dear paulmcewan05 You may now proceed with your withdrawal.

Best regards

Rolletto Team

I have deleted this review thanks

Thank you!

Rolletto team

Hello the withdrawal has been rejected ? can you help ! it is asking me to verify address but it shows as verified ? I sent you a bank statement via email anyway its been rejected twice now

I got £585 in my bank today so it is done now there is always a difference when you withdraw on these sites to do with it being a SEPA withdrawal.Thanks very much Michal it is a tiny bit back for me with these sites but it will help.

Dear paulmcewan05,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal V from Casino.Guru