Rolletto Casino - 플레이어의 계정이 폐쇄되었습니다.

I was playing on the site when all of a sudden I was logged out. When trying to log back in to the site a message came up saying ‘User Blocked’. I had a balance of almost £3000, so straight away I contacted the live chat support. I was informed that my account has been blocked permanently, with no way of it ever being reopened. I was told that I am also unable to withdraw any of my funds. They said they I violated their AML terms and conditions, however the live chat agent refused to tell me in what way I have done this. I have not got multiple accounts with this casino. I have never cheated any of the games and have never done anything to defraud this casino! I am now left locked out if my account, which had a balance of around £2800. I would really appreciate your help to resolve this complaint. I am left dumbfounded and upset about why has happened.

Hello pops22,

Thank you very much for submitting your complaint 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.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What payment method did you use to deposit with?
• Have you ever processed a withdrawal from the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

My account was verified as I had submitted my identity documents upon registration.

I used the credit card payment option to deposit to this casino.

I have never processed a withdrawal with this casino. I did once request a withdrawal, however shortly after I cancelled it and continued playing with the funds. I did receive an email after making the withdrawal request asking me to send over photos of the front and back of my card. However as I had already played through the funds and was no longer withdrawing I did not send over the requested photos.

However my complaint is not regarding this withdrawal.

I last heard from the casino yesterday. I emailed them after getting nowhere with the live chat support about my account being permanently closed and my funds unable to be withdrawn. I insisted that they rightfully refunded me my balance. The last they said to me was that my complaint had been forwarded to the appropriate team, however I have heard nothing since.

Today, however, I thought I would try logging into my account to see if the same ‘user blocked’ message came up.

I was able to log in to my account. My funds are still in my balance. However when I try to withdraw it says that I have no permission to do so and the button is blocked.

Thanks

Lauren

I will attach a photo of my account showing the balance. The amount in there is £2671.85 GBP.

I have tried contacting the Casino numerous times asking for them to provide an update however they have not provided me any more information whatsoever about what is going on.

After sending the casino about 20 more emails, they have now come back to me and said that my account is under investigation and that the investigation is going to take 6 months! They said that I will receive no update at all regarding being able to withdraw my funds until the 6 months is over!

I do not see how this is right at all. They should not be able to withhold my balance from me at all but let alone for 6 months! I would really appreciate some help from Casino Guru as I am not getting anywhere trying to communicate with the casino directly.

Hello pops22,

Can you please advise if you were playing casino games or sports betting?

Additionally, please forward any relevant communication related to the case between you and the casino to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Hi Nick. I was playing casino games. No problem I will forward the relevant information over to you.

Dear pops22,

As your account has been undergoing a review—similar to a standard verification process, which may take up to 14 days—could you please confirm if there have been any updates from the casino since your last post?

Looking forward to your response.

Best regards,

Nick

Hi Nick.

No, no updates from the casino whatsoever despite the fact that I have been emailing them daily to try and get an answer. I just keep receiving the same generic response from them, telling me that I will receive an update once the ‘investigation’ is finished, which they also told me could take up to 6 months!

Hi Nick.

Any updates regarding my complaint?

Thank you pops22 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick. Do you know roughly when I will hear back from your colleague? This situation is extremely stressful for me and I am keen to get it resolved as soon as possible.

Hello, pops22,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rolletto Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/restricted from making withdrawals?

What needs to be done on the user's side to pass the KYC and/or withdraw his funds? Or, what is the estimated time frame for finishing the investigation?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.