Rolletto Casino - Igrač je uspeo da kreira drugi nalog uprkos samoisključenju.

Hi there. I don’t know if I have a case here but I am desperate and I know I have not been treated correctly. I am a gambling addict who has been gambling for 4-5 years now. I used GamStop early on in my addiction to block UK gambling sites. However, shortly after I discovered online non-GamStop casinos that I was still able to use. I have created accounts and self-excluded myself on numerous sites, mostly run by the same parent company. These included GoldenBet, DonBet, Rolletto, Mystake etc. I used all of the available sister sites until I had self-excluded on them all including the sites listed above due to my addiction. I thought that would be the end of my addiction as there did not seem to be any available reputable online casinos remaining that I had not already made an account on. However, during a tough period, I decided to try to make second accounts on some of these sites. All of them have policies that you may only have one account and that if you’ve self excluded you cannot make a new account. This makes sense as the reason I self excluded was because I had an addiction and could not control myself. All of the sites have a vigorous kyc process to verify new users. The first sites I tried flagged that I had already made a previous account in the past and immediately blocked the new account. However, I then retried the site "Rolletto". I was able to successfully pass the kyc process despite the fact that I submitted the same client details and ID (that being my drivers license). The email address used was different but my name, age and ID were all the same. Since then I have deposited vast sums of money, greater than the amount I am now seeking to recover. I even emailed the support team using the email address associated with my first account by accident when seeking a bonus on the new account. Even if they missed me on kyc, that should have alerted them to the fact that I already had a previous self - excluded account. My old account username was cmannings1, my current username is cmannings. I have not emailed Rolletto to self exclude my current account as I always thought my luck would change and I would make my money back. I have not explicitly stated on the new account that I am an addict however that would be clear from my depositing habits. I also have not alerted them to the fact that I had a previous account as I wanted to reach out for your help first and get advice on the best way forward. Despite the fact that I haven’t sought to block my new account or explain the reasons why, I should never have been allowed to open the second account in the first place and then I may still have the money I have lost since.

I know that this is my fault and I am also to blame. However, I am seeking help for my addiction from family and friends and I am now in therapy. I should have been protected by Rolletto, my self-exclusion respected, and not permitted to open a second account. I am requesting assistance to obtain back just a portion of the money I lost as I feel I have been unfairly let down and Rolletto must also be accountable. Thank you for your help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at Rolletto Casino?
• Could you please forward me the account closure request for this original account, along with the casino's responses and all the subsequent communication? My email address is veronika.f@casino.guru.
• Was your original account fully verified?
• Did you use the same phone number to register your second account at this casino?
• When exactly did you create your second account at this casino?

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

Best regards

Veronika

Thank you for getting back to me so quickly.

1. I created my first account with Rolletto under the username cmannings1 in late 2022.

2. I will forward the account closure request for the original account although I think some subsequent emails may have been lost. You will see I request to self-exclude my account and Rolletto respond asking some follow up questions. I cannot find the responses to the questions but the original account was self-excluded and blocked at this point.

3. My original account was fully verified.

4.I used the same phone number to register the second account as I only have one mobile phone.

5.I cannot say exactly when I created the second account as it has now been self-excluded but I believe it was summer 2025 or final quarter 2025.

Thank you for your emails.

Could you also kindly forward me the reply you sent to the casino back in 2022, when the casino asked you to provide the following information before closing your account?

1. Your Name and surname.

2. Your Date of birth.

3. The email address you have used for the verification. 

4. Reasoning why you want to close your account.   

Thank you for your cooperation.

I have forwarded all recent communications with the Rolletto complaints department regarding this matter.

Rolletto has now increased its settlement offer to £1,600.

I would appreciate your advice on whether it would be prudent to accept this offer at this stage, or whether there may be a reasonable prospect of securing a higher amount through mediation.

Thank you

Dear Rio1998,

Thank you for all the information and emails you have shared, as well as for keeping me updated regarding the casino’s latest offer.

After carefully reviewing the timeline and the communication from 2022, I regret to inform you that we are not in a position to pursue this case further on your behalf.

In your initial self-exclusion request from 2022, the reason for the account closure was not explicitly stated. The casino requested additional details, including clarification of the reason for closure. However, as you mentioned, you do not remember if you replied to that email. Therefore, there is no evidence confirming that the account was closed specifically due to gambling addiction rather than as a standard account closure.

While the casino has acknowledged that the first account was blocked in line with their responsible gambling procedures, without clear proof that the self-exclusion was requested on the grounds of gambling addiction, we cannot reasonably argue that the operator was obligated to prevent you from opening a new account at a later date. In many cases, standard account closures and self-exclusions due to gambling addiction are treated differently.

As an independent mediator, we must base our position strictly on documented evidence and the applicable policies. Unfortunately, in this case, there is insufficient proof of a breached addiction-based self-exclusion that would justify further intervention from our side.

I am truly sorry that we cannot provide a more favorable outcome in this situation.

Best regards

Veronika

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