Rolletto Casino - Nalog igrača je zatvoren.

I joined Rolletto a few months ago and have been playing a lot of money on their site, I had no issues with withdrawals but was told via their live support that I was to receive an exclusive bonus after I questioned why I hadn’t received my free spins when depositing. I never did receive these full amount of free spins they were advertising.

i contact the Rolletto customer service via email on 2nd April to advise that I was disatisfied with the service as I was told I would receive free spins if I deposited 200eur which I didn’t recieve, I also advised that I contact live chat and was advised that I would receive an exclusive bonus via email and that I was concerned about my mental health as I had lost around €20000 in their casino. I also questioned their safety tools as felt that allowing me to deposit this amount + was quite concerning.

one day later I started recieving more bonuses…. Which I played and deposited more funds. I won €700.

i was told due to limits on my account I was unable to withdraw until the 15th of the month. Next day I receive an email advising my account was closed. They told me via email that I could withdraw my funds which I requested as they had unblocked my account to let me do so, this was then rejected again due to limits reached on my account…. My account has been blocked again and I am unable to reach anyone on live chat or via email as they are ignoring anything I send.

i feel I have been treated unfairly

1. not taking on board safety measure and allowing me to spend 1000s.
2. After voicing my concerns about my mental health and asking for support in looking at my account sending me additional bonuses to entice me to deposit more money
3. not responding to my emails/live chats and asking for my withdrawal to be processed and to allow me to recieve my free spins that had never been awarded

Hello Bot84,

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.

• Did you ever specifically mention any gambling addiction?
• Doesn't the casino manually withdraw your remaining balance to you?
• When was the last time you spoke to the casino and what was it about?

Please keep in mind that unless you specifically mention gambling addiction to the casino, they have no reason to suspect it and block you. If the casino did anyway by your writing, it is just their good-will.

Looking forward to your answer.

Regards,

Nick

I mentioned that I had several mental health issues which has made me have an error in judgement and that their sister site was aware that I have a gambling problem. This covers all.

they have now advised that the 700 has been successfully withdrawn after advising that I had met my limits on withdrawals (it will hopefully be in my account I Monday).

I spoke to them today and they emailed to advise that they have reviewed my account and not be making any refunds.

i do feel that the depots made since the email I send stating I had mental health issues and gambling problem should be refunded or at least 10% of deposits due to no safer gambling tools being in place. (As they state in their T&Cs)

Hi I was wondering if there was any update?

Hello Bot84,

Can you please forward the e-mail in which you have mentioned gambling addiction to the casino to nikolas.b@casino.guru for further review?

Additionally, can you please specify the exact date of the account closure?

Awaiting your response.

Regards,

Nick

Dear Bot84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I emailed you on the day you asked me to forward the email?

Dear Bot84,

Thank you for forwarding the emails.

Based on the correspondence provided, it appears that the casino closed your account within one day of your first mention of any gambling-related issues.

As there was no earlier indication of such concerns, unfortunately, any previous balance is not eligible for a refund.

Please let us know once you have received the payment of your remaining account balance.

Best regards,

Nick

they replied to emails sent AFTER the one sent regarding me having a gambling addiction and let me deposit more funds….. how is this ok?

alsi I would to understand why the casino was allowed to take mo ey from uk players through a 3rd party payment site (Not marked with the correct MCC) this is illegal?

also the payment site states in there t&cs that they will not take payments for a merchant who doesn’t have the correct licences in place…..they are not UKGC registered. This would mean that both are working illegally?

Dear Bot84,

Thank you for your continued communication.

As previously mentioned, your account was closed in a timely manner following your first reference to gambling-related issues. Unfortunately, any deposits made prior to that point are not eligible for a refund. Additionally, deposits made shortly after your request are also non-refundable, as self-exclusion is not an immediate process. In many cases, frontline support staff are unable to process such requests directly and must forward them to the appropriate department.

Regarding the legality and licensing of the casino, as long as the casino does not explicitly restrict players from a specific country in its terms and conditions, registration is generally permitted—regardless of the license it holds. It remains the player’s responsibility to review the casino’s rules and licensing information prior to registering.

Given that the casino appears to have acted correctly in this matter, we will now proceed with closing the complaint.

Best regards,

Nick