Rolletto Casino - 플레이어의 계정이 폐쇄되었습니다.

I signed up on their website, made a deposit and played there for a week or two. After that I wanted to make 100-200 eur withdrawal to check how fast the procedure is and if I should play there more or not. I filled every information needed, attached documents to my profile to get verified as fast as possible. And after I got verified and requested a withdrawal, I got an email saying that my account is under investigation which might take up to 6 months. I was surprised, because I didn't used any bonuses, logged in only from my PC, never had any issues on other casinos. I asked them by email what's the reason of the investigation and they replied that they cannot provide me any information. When I try to log in on their website it says "user blocked".

I understand that Rolletto Casino might have some procedures they need to check, but I should be informed what's the reason of investigation. Blocking my account and saying it might take up to 6 months seems like a scam. I played on the mystake casino (the same owner) and I had no issues with withdrawals/account. I got limited there, but that's natural for casinos, but here my account just got blocked without giving a reason.

Hello danio495,

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

When exactly got your account closed? Did you provide them all the documents for verification? Did you use your own payment method and all of your own details during registration or depositing? How much did you exactly deposit and what was your balance when your account got closed?

Looking forward to your answer.

Regards,

Nick

Hey Nick,

My account got closed on 20th of April, I provided all documents they asked for, I'm pretty sure my account got verified before they closed it. I've made payments by crypto, but I always send transaction confirmation if casino needs it. Sadly, I cannot confirm what documents they asked me to send because everything was done on their website, including support contact and verification, and I have no access to the account anymore (it is blocked). Obviously, I used my personal information and documents to register on their website. I've never had an issue like this with other casinos and I use the same personal information and documents everywhere.

I think I made 100 eur deposit (again, I cannot confirm 100% because it was a crypto transaction and their casino doesn't send emails confirming the payment) and my bet limit was 40 eur from the start. I thought that's because I got limited on mystake casino which is their service as well. I played with pretty high win rate and when I got to around 300 eur, I requested to withdraw half of my fund and played for the rest. While I was dealing with verification proccess, I was still playing and when I got to around 650 eur on the account and 150 eur in the withdrawal request, my account got blocked.

The numbers might not be 100% accurate (max 50-100eur margin of error), because have no access to account to check it in details. Sorry if I went a bit offtopic, I wanted to describe the situation the best I could.

If you have any further questions feel free to ask. It's pretty hard to rely only on my memory, the casino doesn't send any emails regarding payments, requests and verification, but I'm trying my best to present you the situation the most accurately I can.

Thank you danio495 for all the information. As your account got closed more than 2 weeks ago and you got still no update regarding the investigation, 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 danio495,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rolletto Casino to join the conversation and participate in the resolution of this complaint.

Dear Rolletto Casino,

Can you please provide more information regarding the player's blocked account?

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.

Dear danio495,

I have made contact with the casino via skype and I am currently awaiting a response. I will therefore extend the timer once more to allow for this.

Alright. Was the conversation via skype productive? Because I've noticed that many players have the same issue with this casino.

Also, is there a chance to contact you directly by email? I have a question regarding another casino which might be not eligible for a complaint.

Dear danio495,

There has been no further response as of yet. Please feel free to contact me with any questions you may have, my email address is adam.m@casino.guru.

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.

Dear danio495,

I tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao e-Gaming Authority (https://www.curacao-egaming.com/public-and-players/) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear Rolletto Casino,

You have stated that the player should be able to log in to their account once they have completed video verification, is that correct? Please advise on how the player should proceed.

Kind regards,

Adam

Hello,

Yes Adam, yes thats correct. He need video verification and the he will be able to login.

Thank you for clarifying the situation, Rolletto Casino.

Dear danio495,

Are you able to contact the casino and arrange a video verification call?

Kind regards,

Adam

Dear danio495,

I am sorry to hear that your account has been blocked but glad that you have received your payment.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam