Rolletto Casino - The player's requesting a refund of his deposits.

I asked Rolletto to close my account and made a complaint to them on 18/02/23 - Joe a support agent replied and confirmed account closed on 20/02/23. It would have been obvious from my emails that I was clearly developing an issue with gambling and needed to be blocked. Despite this I noticed following a spam email that my account was still open which led me to make more deposits on 23/03/23 which I clearly should have not been able to had the casino acted responsibly and not lied about having closed my account. I sent a number of emails on 22/02/23 to Rolletto demanding my account was properly closed and blocked as I do not wish to have the temptation to gamble and that deposits made on 22/02/23 were immediately refunded I have received no response to any of these emails and my account has remained open which has led me to make further deposits today. It is utterly unacceptable that Rolletto have clearly broken their own responsible gambling policy set out jn their terms and conditions as well as lying to me about my account being closed. I have email evidence that provides their confirmation of my supposed account closure on 20/02/23. Firstly I need the respect and courtesy of Rolletto actually responding to me and secondly I need a refund of all deposits made on 22nd and 23rd March as despite me taking clear and responsible action to get my account closed and blocked they deliberately failed to act on my wishes.

Hello Flippy48,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Whilst the exact words self exclusion were not used on my original email of 18th March it was made pretty obvious I wanted my account permanently closed and that I was not happy with the fact they were a Curacao company acting illegally in the UK and had reported the original email to my bank fraud department.

In my emails of several chasing this up an extract from the one sent on 22nd March is copied and pasted below - this was sent before making further deposits on 22nd and 23rd March. It is very very clear from this I am developing a problem and requested permanent account closure:

It is also incredibly obvious from my email of the 18th February that I have a gambling issue and asked you to act responsibly which you have clearly failed to do. Any reputable casino would have closed and permanently blocked me following my initial request and complaint but you failed to take this very simple action.

I note finally this morning my account is now closed so support at Rolletto have clearly seen my emails or this complaint. Still no courtesy of a response to any of my emails though.

Rolletto still not responding. Got through to live chat and they said case was being reviewed by compliance manager but I remain unconvinced. Why finally close my account but fail to give me the courtesy of a holding response at least. Appallingly unprofessional especially in the circumstances. I fail to see why Rolletto have such a high rating on Casinoguru with so many negative reviews. This whole situation is making me anxious and ill and the lack of response and failure to take any responsible action is incredibly disappointing.

I am disgusted at the way I am being treated by Rolletto and their failure to respond plus their complete lack of regard for responsible gaming practices.

I have been given details of the SBGOK Foundation who assist in pursuing Curacao casinos who have not paid funds or deliberately exploited customers who have obvious gambling issues whereby the casino has failed to act responsibly. Has anyone used them? They seem to have had a number of successes against scam operators?

No response from Rolletto still. It is incredibly obvious from my emails to you on 22nd March that I needed account permanently closed blocked. Can someone please come back to me asap ref my refunds following this. The whole matter is being made unnecessarily stressful and your online chat is just cutting me off.

Please find extracts of all emails since you lied about my account closure on 20th February and below this your own responsible gambling policy whereby you claim all your staff are trained to recognise a gambling problem but this is clearly not true. On 18th Feb I made a complaint to you as well. Again on 20th Feb when you lied about my account being closed you also promised to respond to my complaint which never happened. You have clearly failed massively to adhere to this and protect me in these circumstances and are clearly deliberately taking the opportunity to prey on vulnerable people:

22/03 Please see my email below whereby you confirm my account is closed. This was not actioned by yourselves despite your claims to have definitely closed it on 20th February which has allowed me to make numerous deposits as attached in the last few hours.

This is against your own responsible gaming policy as shown below and against the licence provisions of your Curacao Egaming licence. I made it very clear in my correspondence below that I do not wish to use your casino and that I wanted my account closed and you promised this had happened. You are not even licenced to take UK players anyway and to not honour the closure I responsibly requested and lie about is it appalling and you have failed miserably to protect me. 

Please confirm it is properly closed now and that all transactions made within the last 24 hours are refunded asap. I await an urgent and professional response on this matter.

22/03 - Can someone please come back to me urgently regarding this matter which is causing me much upset and stress please.

It is also incredibly obvious from my email of the 18th February that I have a gambling issue and asked you to act responsibly which you have clearly failed to do. Any reputable casino would have closed and permanently blocked me following my initial request and complaint but you failed to take this very simple action.

I await an update from you on return of my funds from today asap.

As a responsible gambling provider, we are committed to creating a safe and enjoyable online casino environment for our valued players.

It is our responsibility to ensure that all of our staff are trained to recognise any signs of problem gambling, and to take the necessary steps to protect our members.

Hello Flippy48,

Could you please forward the e-mail communication between you and the casino since your first request to close your account (included) to nikolas.b@casino.guru for further review?

Will do

I have sent all emails across to you for further review. Rolletto still not providing me with the courtesy of a response which is unbelievably frustrating. So unprofessional. Live chat cannot assist and confirm I will receive an email soon but it appears they are just saying this and it is not actually going to happen. I am appalled by the whole situation right now.

Also having undertaken some research still fail to see why Rolletto merit a very good rating on Casinoguru despite the number of complaints about them on here! On other casino forums they are generally blacklisted and rated as untrustworthy with a poor track record of failing to block players upon request and little or no response via their online support which very clearly matches my experience with them.

6 days now and still no response at all from the Rolletto support email. It is either fake and unmanned or I am being ignorantly and deliberately ignored. Either way completely unacceptable and I hope this acts as a warning to any other prospective players to stay well away from this operator as they clearly have zero regard for responsible gaming practice or customer care:

Well over a week and still no response to any emails from Rolletto. They have acted completely irresponsibly despite my efforts to protect myself from gambling with them, left me feeling desperate and don’t even have the courtesy to correspond in the matter.

Hello Flippy48,

Thank you for the e-mail provided. However, I was unable to find the e-mail in which you requested for the self-exclusion. Can you please forward that e-mail too?

Nick I have just sent you another email. I have also been notified by online chat that the account these deposits were made to was a duplicate account.

a) no reputable casino lets you open a duplicate account when you have already asked to be blocked

b) Rolletto would not have paid any winnings in this instance so should surely respoiblh return all deposits

Hello Flippy48,

We have also received evidence from the casino regarding your case. Based on that evidence, you did request to close your account and not a self exclusion. Also as you have created multiple accounts, which is against the casino terms, we will be forced to close the complaint.

Please understand that as you use different details during the registration, the casino won't notice it unless you try to verify your identity, which you did not do in any of your created accounts.

Be sure to never create more than 1 account in any online casino as it will lead to just losing money and ban from the website.

Best regards,

Nick