Roulettino Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

My withdrawal got forfeited and my account got disabled after providing every verification document and all got approved. I played some slots and live games like baccarat and roulette. I deposited using crypto and wanted to withdraw through same cryptocurrency. After communicating with casino for about 10 days about my problems with the verification and account being disabled, they re-enabled the account for like a day and then disabled it again and received an email for it being banned and funds forfeited. I have more screenshots but looks like I can only upload 5 screenshots here.

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Dear C1llo,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Has the casino indicated that there might be a problem with approving specific documents?
• Are there any documents in your account that are currently pending verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

I didn't bother contacting them again since their terms say they can ban an account without giving any reasoning. I had no problems with the documents since all were approved I have proof. All documents were sucessfully verified through email but when I logged in the account again after they re-enabled it it still requested the "bank statement" which was actually the proof of deposit because I used crypto for deposit. I played on the games without an active bonus

Dear Player,

Thank you for your response. Could you please forward all documents you provided to the casino for verification? Additionally, could you please forward the email in which the casino informed you of their decision to close your account as well?

You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi I wanted to update you that I emailed u. Subject name is the complaint ID. Thanks

Dear C1llo,

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, Jana (jana.k@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,

Attila

Dear C1llo,

I am truly sorry to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address and resolve this issue. In the meantime, I would like to invite a representative from Roulettino Casino to join this conversation so we can work together to resolve your complaint.

Dear Roulettino Casino,

Could you please clarify the reason behind the player's account blockage? Additionally, we would appreciate it if you could provide any supporting evidence related to this matter. You may either provide your statement and the evidence here or send it to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear C1llo,

We would like to inform you that after a thorough review of your case and all the information provided, your documentation has been accepted.

You may now log in to your account and request a withdrawal of your available balance. Please note that, as stated in our Terms and Conditions, the processing time for withdrawals may take up to 72 hours on our side. Once processed, it may take up to 3 hours for the funds to be credited to your cryptocurrency wallet.

Thank you for your understanding. Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

Roulettino Casino

I have requested a withdrawal just now. Hope everything goes as planned.

Dear C1llo,

thank you for the update. Please keep us informed when you receive your funds.

I can confirm my withdrawal has been paid. Thanks for your help and Roulettino's cooperation.

Dear C1llo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru