Rolletto Casino - Dobici igrača su zaplenjeni.

This casino took 1960gbp from me

they said I had multiple accounts but I explained that I had an old account that had closed at my request due to data breach on that email which I provided proof of . And that the email I won the money through was my sole account . They can clearly see this but they refuse to pay me

I have emailed them 100 times and they keep hiding behind there terms even though it doesn’t state anything about closed accounts being included

any help would be appreciated as they don’t do anything when I won the money fairly

Dear Arron2024,

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. 

When was the old casino account closed?

Could you please elaborate on the data breach?

Do you have any confirmation that the old account was closed?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

I have communicated with the casino over 100 emails .

at first they said that I broke terms and conditions and said that the response was final then their compliance officer asked me to send all the details of my complaints which I did then the compliance officer said that the case was being looked into even though someone prior to this from another department of The casino had told me that the decision was final so how does one person have authority to decide that final and the compliance officer who is investigating the whole thing apparently tells me that the case is open but I followed their rules. I have everything timestamps where it shows that my previous account was closed at my own request how this all flagged up was when I submitted my verification documents and obviously they were linked to my last account as it’s my ID and instead of accepting them and saying I had a closed account which in their terms it states nothing about it does not say anything about closed accounts being accepted or added or counted in terms of having multiple accounts because in the real life once you’ve closed an account it’s gone so they’re just using it as an excuse not to pay out and hiding behind certain terms, even though these terms do not correctly states about closed accounts

my original account was closed on 12/12/2024 as I requested it to be closed . Not blocked but closed .

I done this based on my email address at the time had a password leak where someone got access to all of that emails passwords for multiple sites so as a result I cancelled my rolletto account .

I then opened my new account using the same information which the casino accepted .

same name same address etc .

they are just trying not to pay me as on the new account I only deposited £100 and won £2000 .

they said it was a breach of terms which would be correct if I had 2 active accounts but as 1 was asked to be closed as you see from above attachments doesn’t count as it’s closed .

I also explained why I opened a new account .

they were fine to take my money but as soon as I win and want to withdraw my fair winnings they hide behind their grey area terms .

with any contract when it is closed the terms of said contract no longer apply as the account is closed .

therefore based on all this information I believe I am entitled to my full winnings as it was after my original account was closed before I won on my new accounts. Which means at the time of winning I had 1 account

Last communication from rolletto .

clearly a scam company as there rules and terms are very grey and not black and white .

Any update ?

Dear Arron2024, do you have any confirmation from the casino that the old account was closed? I have only received the request you sent to the casino to close your casino account.

Hello, no I asked the casino to close my account and they asked me why and I said just close it .

i never got anything back from them

so on that basis the account should have been closed and if it was done incorrectly it’s due the the negligence of their staff for this very reason .

I done my part and if the casino didn’t then they clearly don’t look after the player with responsible gambling laws

You can see the date on that picture , you can confirm with them if they closed it properly and get the transcripts from them as I am happy for you to do so .

i did not ask for my account to be on a break , i did state for it to be closed for good .

they clearly opperate this way for this very reason I’m having this major issue with them now .

so they can scam customers out of their fair winnings

I recently set up a google meeting aswel which they have not responded to as I want this dealing with .

they fail to do anything under any gambling laws

they need to pay me my fair winnings or they need shutting down

I just found this communication from the same conversation

Dear Arron2024, unfortunately, we cannot assist you because you haven't provided written confirmation from the casino that your old account was closed. It's essential to verify the closure of your previous account and inquire about the possibility of opening a new one before taking that step.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.