Rolletto Casino - The player's deposit was not credited.

Joined site 21st January 2022, made 2 deposits to account both for €20 both of which have not been credited to my account. I’ve spoke to support I’ve emailed daily all I get told is that they are investigating and to wait 12 days later still nothing

Hello eveostevo,

Thank you very much for contacting us and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.

What payment method did you use for deposit? Was the money deducted from your payment account? Did you provide the casino any evidence of the successful payment?

Please forward any relevant proof or conversation to nikolas.b@casino.guru for further investigation.

Looking forward to your answer.

Regards,

Nick

Yes the money has left my account it was deposited by visa yes I have provided the casino with all the evidence needed

Dear eveostevo,

Could you please forward us the evidence as well, so we will have supporting evidence when we will try to get in touch with the casino.

I’ve sent on the banking evidence you requested can yo please reassure me that these are not public

Hi please just remove my complaint the can keep my money I’m more worried now about my bank details are public on here . It’s not worth the worry they obviously need the money more than me I’m I’ll at the minute and my anxiety is through the roof about this so please delete my complaint

Dear eveostevo,

Any screenshot you post here with any personal information is private. You can however still e-mail them on nikolas.b@casino.guru, but they are safe here too. Do you still wish to close the complaint?

Oh no I’m happy to keep complaints open thankyou for putting my mind at ease any help you can give would be much appreciated

Thank you for all the info eveostevo so far. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello eveostevo,

I have reviewed your case and will do my best to help you get this issue resolved.

I would like to invite Rolletto Casino to join the conversation and ask them to please provide an update regarding the deposits mentioned.

Yes that would be good the last time I was in contact a week ago they were asking me to send bank statements for January and February via pdf which dont have the facilities to do also I dont see why the need 2 full months bank statements any help would be appreciated as I've had no help from the casino

Hi adam what happens if no response

Hello eveostevo,

If there is still no response upon the expiry of the timer, I will extend it for 7 days and attempt to contact the casino once more.

If there is still no response after that, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating as mentioned.

Hi adam I have had an email asking for bank statement dating from deposits to present I'm a bit weary in forwarding this as they want to see full page and not just their 2 transactions can you advise plz

Hello eveostevo,

This is an acceptable request from the casino and quite normal, I would suggest sending the required information.

Please do continue to keep us updated.

Dear eveostevo,

Can I ask if there has been any progress with locating your deposits? Have you sent the information to the Casino?

Kind regards,

Adam

No progress whatsoever I have not sent.the 2 months bank.statement to.them as I'm.very weary of doing so the womt allow to.block out any of the transactions and just leave their 2. Thankyoj for your help but they can keep.the money the stole from.me this experience has cost me nothing but anxiety and annoyance so I'm gonna let in go for my own mental and physical health may thanks again

Hello eveostevo,

I can assure you it is very normal for the casino to make such requests in situations like this and also for verification purposes, but I respect and understand your decision to discontinue pursuing this complaint.

The complaint will now be rejected, but it can be reopened at any time should you reconsider.

I am sorry I could not have been of more help, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. 

Kind regards,

Adam