Rolletto Casino - Dobici igrača su konfiskovani.

I had over £6,100 in my account which I tried to withdraw, when my account was suddenly frozen and I was unable to access any games. I then had an email informing me my account was closed due to a breach of terms but when asking what specific terms I had breached (I haven’t) they refused to give details.

they then confiscated the £3,200, allowing me to withdraw the balance of about £2,870.

i won the funds fairly and therefore are fully due them, I don’t care about the account being closed as it shows what sort of people they are when dealing with winnings, but those funds rightly belong to me.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you completed account verification in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Does the amount returned represent your most recent deposits?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I opened my account around January this year. The funds were won on slots and without any bonuses. I was only informed when trying to withdraw my funds.

my account was fully verified.

i can forward or send screenshots of email communications where they have stated ive breached certain terms but without specifically stating exactly what, which is understandably frustrating and ridiculous as i have a right to know exactly what it is I’ve done that breaches the terms and causes them to confiscate such a large portion of winnings ( but still let me withdraw some?!?)

Thanks for your reply.

Please share the relevant communication between you and the casino so we may better assess how to assist you further.

Send the information to my email at tomas@casino.guru or post screenshots here.

Hi Tomas, I have forwarded all communication to your email.

Hello jimmi88,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jimmi88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Rolletto Casino representative to join this conversation.

Dear Rolletto Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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

Dear jimmi88,

We are extending the timer for a final 7 days while we continue attempting to contact the casino both through the public complaint thread and via external channels.

We appreciate your patience and cooperation throughout the process.

It’s disappointing that there’s no response so far, is there further escalation channels that can be taken after this point as it’s a large sum of money that I’m rightfully owed.

Dear Barbora and Jimmi88,

First of all, please accept our apologies for the delayed response. Unfortunately, we recently experienced technical and internal communication issues that„ affected our response times, and we sincerely appreciate your patience.

It was identified that refund/chargeback activity was initiated in connection with transactions made on the account.

As stated in our Anti-Fraud Policy:

"In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud…"

Additionally, the following point is specifically outlined within the same section:

"Chargebacks."

Due to the chargeback activity associated with the account, the account was permanently closed in accordance with the applicable Terms & Conditions.

For reference, we have also attached a screenshot of the relevant Terms & Conditions section, which is publicly available on our platform and can also be verified directly on the website.

Rolletto Team

Dear Rolletto Casino,

Thank you for your response.

In order for us to properly assess this case, we kindly ask you to send supporting evidence regarding the alleged chargeback activity associated with the player’s account to barbora.p@casino.guru.

Please also clarify whether the disputed transactions correspond to the confiscated amount and explain why part of the balance was still processed for withdrawal if the account was deemed fraudulent.

Thank you in advance for your cooperation.

Hello Barbora,

We have sent the requested additional information to your email address, and we are currently waiting for your confirmation.

Rolletto Team

Dear jimmi88,

The casino has contacted us via email and stated they are prepared to provide supporting evidence related to the alleged chargeback activity.

Before they can share any account-related information with us, they require your confirmation and consent authorizing them to disclose these details to Casino Guru.

Please confirm here that you agree to the casino sharing the relevant information and documentation regarding your case with us.

Hi, I give my consent.

i did not raise chargebacks - i had one refund directly from a merchant but that is totally irrelevant to what is being disputed here.

Dear Rolletto Casino,

Thank you for your cooperation.

We can confirm that the player has now provided consent for Casino Guru to receive and review the relevant account-related information and supporting evidence regarding this case.

Please feel free to send the requested documentation to barbora.p@casino.guru.

Thank you in advance.

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

Dear Barbora,

Thank you for extending the timer.

For additional clarification regarding this case, we have sent an email containing supporting documentation, including a report of the refunded transactions associated with the account.

Please let us know if you require anything further from our side.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for providing the requested documentation.

I have sent you an email with a few follow-up questions regarding this case. I would appreciate your response so that we can continue our assessment.

Thank you in advance for your cooperation.

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

Dear Barbora,

A detailed response addressing the follow-up questions has been provided via email for your review and further assessment.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for providing the additional documentation.

I have sent you an email with a few follow-up questions regarding the refunded transactions and the calculation of the confiscated amount.

I would appreciate your response so that we can continue our assessment of this case.

Thank you in advance for your cooperation.

Morning. As this complaint is taking a very long time to resolve, and despite me believing very firmly that I have strong grounds to receive all of these funds, I am at the stage where I will be willing to negotiate on a settlement with Rolletto if that will help bring matters to a swifter conclusion.

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

Dear Barbora,

We have responded via email and provided all available supporting documentation related to this case, including

details regarding the chargeback transactions, balance adjustments, and subsequent withdrawals.

Best regards,

Rolletto Team

Dear jimmi88,

I have sent you an email requesting some additional information that will help us complete our assessment of your complaint. Please have a look when you have a chance and let me know once you've replied.

Thank you for your cooperation.

Hello,

I have emailed with evidence refuting what they are saying. As mentioned, this was a refund not a chargeback and I made multiple further deposits to them from a completely different bank account.

Dear Jamie,

I have just sent you an email requesting some additional information. I would appreciate it if you could reply at your earliest convenience.

Thank you.

Good evening, I have responded again with further evidence.

Dear Jamie,

Thank you for your email and for providing the additional explanation. I have received it. In the meantime, I have also contacted the casino with a few follow-up questions. I will update you once I receive their response.

Thank you for your patience.

Dear Rolletto Team,

I have just sent you an email with a few follow-up questions regarding this case. I would appreciate your response at your earliest convenience.

Thank you in advance.

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

Dear all,

Following our internal investigation, it was confirmed that the player initiated chargebacks for deposits that had already been used for gameplay on our platform.

As a result, the amount corresponding to the chargebacked deposits was removed from the player's balance, while the remaining balance was paid out to the player in full. Following the completion of the investigation, the account was permanently closed in accordance with our Anti-Fraud Policy and Terms & Conditions, which explicitly list chargebacks as grounds for account closure.

We have already provided all available information and supporting documentation regarding this case via email, including the relevant transaction records and explanations of how the balance adjustment was calculated.

Kind regards,

Rolletto Team

Dear Jamie,

Thank you for your patience throughout our investigation and for providing your explanation and supporting documents.

We carefully reviewed all the information and evidence submitted by both parties, including the additional information provided during the complaint process regarding the refunded deposits and the casino's position that these transactions constituted chargebacks.

Based on the available evidence, we have concluded that the casino adjusted your balance to reflect the refunded deposits and paid out the remaining eligible balance. Therefore, we are rejecting this complaint.

Thank you for your cooperation throughout the investigation.

Best regards,

Barbora