Rolletto Casino - 플레이어가 자기 배제 문제로 인해 보증금 환불을 요청합니다.

I have self excluded myself numerous times on several accounts using the online chat service at rolletto, yet that have a duty of care to stop people signing back up days later, with the exact same detail used prior to previous sign ups, there are no additional checks in place apart from when you request a withdrawal which is totally wrong, they want to get people in spending as soon as possible without actually taking it serious and doing some proper checks, I have self excluded on 2 occasions and been able to sign up and make deposits using exactly the same methods. Therefore I am requesting £11,808.60 back in deposit, there is more on credit cards which ain't actually allowed in the UK but somehow this company has found a way around it by using 3rd party companies to process the payments!

I cant list all of the emails as they will be public.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What is the status of your accounts in the casino? Are all of the accounts blocked?
• Have you registered using accurate personal information on all accounts in the casino?
• Could you please share your self-exclusion requests with me? Have you received any confirmation about the ongoing self-exclusion? Please send the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

What is the status of your accounts in the casino? Are all of the accounts blocked?

1st Account - Self Excluded (Blocked)

2nd Account - Self Excluded (Blocked)

3rd Account - Currently Active

Have you registered using accurate personal information on all accounts in the casino?

Yes, All Legitimate and Accurate

Could you please share your self-exclusion requests with me? Have you received any confirmation about the ongoing self-exclusion? Please send the information to my email at [email protected]

Emailed.

Could you please advise when was the last time the casino allowed you to deposit?

Wed 15th October 2025

Has the casino responded to your refund request already? What did the casino reply?

I aint contacted the casino directly, I've only contacted via Live chat for Self ex

Thanks for your patience.

As next steps, I would recommend that you send a self-exclusion request, but this time, send an email while including me in the copy.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address: (every email used so far to register an account in the casino)

"Greetings Rolletto Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

I already self excluded on the first 2 accounts and both accounts were blocked immediately, via the live chat, and now when I ask them for the chat logs between us they are now lying saying the accounts were blocked due to me requesting that I am under age, which is a total lie, I had already passed all the verification on the first account and then self excluded via Live chat they have then allowed me to open another 2 accounts prior and make deposits of over £11000 in 6 months.

Thanks for your reply.

We can only ask the casino for a refund if you informed the casino about your gambling issues in the past. Without such proof, we are powerless in confronting the casino about its obligation to prevent you from creating multiple accounts.

Please let me know what the status of your third account is in the meantime.

Thanks in advance for your reply and cooperation.

The casino keeps on changing tactics, first they said i didn't self excluded, then they said my accounts ain't been kyc verified, then there using an excuse that I'm under age, and now there latest excuse is ive opened multiple accounts. The more I push the casino for answers the more they are changing tactics and using different excuses.

Thanks for your reply and the information provided here and via email.

Could you please state your age or your year of birth?

I apologize for the inconvenience.

Thanks for your reply.

Sadly, without direct proof that you informed the casino about your gambling issues or an acknowledgement from the casino about your self-exclusion, we are unable to confront the casino. If you happen to recover proof that the casino should have protected you from creating multiple accounts, don't hesitate to contact us again, and we'll try to assist you.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.