Rolletto Casino - プレイヤーのアカウント閉鎖および出金リクエストは拒否されました。

ear Casino Guru Complaints Team,

I am submitting this formal complaint against Rolletto Casino due to serious issues involving irresponsible gambling practices, a failure to honor self-exclusion, and unjust denial of withdrawal.

🔹 Summary of Complaint:

I previously self-excluded from Rolletto Casino using my full legal name and documents. However, I was later able to register another account using the same name, email structure, and verified identity documents. The casino fully verified the new account, allowed me to deposit and play — yet only cited the self-exclusion when I attempted a withdrawal.

🔹 Timeline and Details:

Self-Exclusion Date: [Insert date if known]

New Account Creation & Deposits: Rolletto allowed full KYC and multiple deposits over time, despite my identity already being blocked due to exclusion.

Withdrawal Attempt: Upon requesting a withdrawal, the casino rejected the request and stated that the account should never have been allowed due to the self-exclusion.

I have requested a refund of all deposits, especially those made after the exclusion date, and access to both KYC profiles to compare what was submitted on both accounts.

Despite multiple emails, Rolletto has responded only with vague, generic replies claiming that an "internal investigation" is ongoing with no timeframe or resolution offered.

🔹 Complaint Grounds:

Violation of Responsible Gambling Obligations – Accepting deposits from an excluded user contradicts their licensing terms under Antillephone N.V. (Curaçao 8048/JAZ).

Unjust Enrichment – The casino profited from deposits while denying rightful winnings only after the fact, with no intent to return funds.

Breach of Good Faith – Their refusal to provide clear updates or deadlines indicates an unwillingness to resolve this fairly.

Manipulative Practice – Allowing deposits and betting but blocking withdrawals using selective enforcement of self-exclusion violates trust and fair gambling standards.

🔹 Resolution Requested:

A full refund of all deposits made after my self-exclusion was originally submitted.

An investigation into their KYC failings, which allowed them to verify an excluded user.

A statement from the casino acknowledging and addressing these compliance failures.

Thank you for reviewing my complaint. I am happy to provide full documentation, screenshots, account emails, and correspondence to support my case.

Dear samgodfrey,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your situation and assist you effectively, could you please provide some additional information?

• Could you kindly send me the account closure request for your first account, along with any responses from the casino, at veronika.f@casino.guru?
• Has your first account been fully verified?
• When exactly did you close the first account and open the second one?
• Have you submitted identity documents for verification of your second account? If so, have these been reviewed and verified by the casino’s relevant department?
• Could you also forward any communication from the casino informing you that your account was self-excluded, especially after you submitted a withdrawal request from your second account?

Your cooperation will help us investigate the matter thoroughly and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Account Closure Request and Casino Responses:

I have forwarded the account closure request for my first account, along with any responses I received from the casino, to veronika.f@casino.guru as requested.

First Account Verification: Yes, my first account was fully verified prior to its closure.

Account Closure and New Account Creation Dates:

The first account was closed on 3rd May 2024

The second account was opened on 19th May 2025

Second Account Identity Verification: Yes, I have submitted the necessary identity documents for my second account. According to my communication with the casino, these documents have been verified by their relevant department.

Self-Exclusion Notification Post Withdrawal Request: I will also forward any communication I received from the casino confirming that the account was self-excluded, particularly any messages sent after I submitted the withdrawal request from my second account.

i've sent you the closure email

veronika.f@casino.guru

i can confirm all details, address ( THE EXACT SAME DOCUMENTS) were all the same. They also refused to allow me my verification documents back so i can showcase them side-by-side.

Best,

Sam

please see attached them rejecting any withdrawal, but allowed a self-excluded player to keep depositing.

Can you ask Rolletto Casino to showcase my ID document side by side for both accounts.

Thank you for your email.

Could you please specify how many deposits you made and in what amounts after your second account was opened?

Additionally, did you make any successful withdrawals? If so, could you kindly specify the total amount withdrawn from your second account?

Hello Veronika, i made 22 active deposits on my second and the amounts varied from £20 to £100 all depending on the promotional offers which were assigned to the deposits . I wasn't allowed to make any withdrawals (no successful ones.

Hello Veronika, i've received another generic email from Rolletto, it's the same words and don't acknowledge anything, don't provide a deadline or acknowledge the stress of what this is doing to my mental health.

Can i please have this complaint expeditated quicker if possible.

Thank you very much, samgodfrey, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thankyou.

Hello Kubo, hope you're well? I'm wondering when this can be investigated?

They state that the creation of multiple accounts is a violation of your Terms & Conditions — yet their system not only allowed this to happen using the same full name, ID documents, and payment information, it also fully verified the new account and accepted multiple deposits from me without restriction. This is not a user attempting fraud; it is a system failure or willful neglect on your part.

To reiterate:

I had already self-excluded under your responsible gambling policy.

I registered again using the exact same personal identification and payment details.

There platform allowed me to deposit freely and repeatedly, without flagging or preventing this.

Yet when I requested a withdrawal, suddenly it was discovered that my account "shouldn’t exist" — and I was denied access to any funds.

This is unjust enrichment, plain and simple. If I was ineligible to play or withdraw, I should never have been allowed to deposit at all.

Their response relies on policies about player misconduct and fraud, but this is not a case of abuse by me. It is a failure by Rolletto to enforce its own self-exclusion policies and monitor repeat user registration — something you are legally and ethically obligated to do under your license.

They have still failed to explain:

Why your system accepted a self-excluded player with identical verified documents.

Why deposits were allowed repeatedly, with no restriction or warning.

Why withdrawals were denied only after profits were made — suggesting a deliberate strategy to accept funds but deny returns.

Dear samgodfrey,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Rolletto Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Rolletto Casino,

Could you please provide a comprehensive explanation regarding this case? Specifically, we would like to understand how a previously self-excluded player was able to create a new account using the same verification documents that had already been submitted and verified with the original, now-closed account.

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter in line with best practices in player protection.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Thanks Kubo. I appreciate this.

I just want a fair resolution where everybody takes accountability.

Unfortunately, Rolletto Casino has still not responded. It’s clear they are avoiding accountability despite the serious breaches involved. They have enriched themselves from my deposits while knowingly allowing a self-excluded player to re-register using the same identity documents — a clear violation of responsible gambling obligations.

Dear samgodfrey,

We’re sorry to hear about your experience and completely understand your frustration. Please know that we’re actively looking into your case and will update you as soon as we have any news.

Best regards,

Rolletto Team

Dear Rolletto Team,

Thank you for your message. However, this is the same response I have received consistently for the past 12 weeks. Despite my continued patience, there has been no meaningful update or resolution.

The evidence supporting my case is clear, and at this point, further delays are unacceptable. I kindly urge you to take immediate and definitive action to resolve this matter.

Best regards,

samgodfrey

Dear Rolletto Casino Team,

Thank you for your response and for finally acknowledging the oversight that allowed me to reopen an account despite my self-exclusion — something that should never have been possible under a responsible operator’s safeguards.

However, I must express my disappointment regarding the partial refund. The fact remains that I was able to deposit and gamble solely due to a failure on your part to uphold a legally and ethically binding self-exclusion. Deducting fees from a refund of deposits that should never have been accepted in the first place is both unreasonable and unjustified.

Please can you let me know how i can provide my UK bank details so you can process this refund please?

Dear samgodfrey,

Thank you for your update.

We confirm that the refund has been successfully processed. We’re sorry this situation occurred and appreciate your cooperation throughout the resolution process.

Kind regards,

Rolletto Casino Team

Hi Rolletto can you please provide a resolution so we can close this issue once and for all?

Dear Casino Guru,

can you please help mediate this issue.

Hello Rolletto Casino, i'm not accepting a 20% deduction from my deposit fees this isn't acceptable and allowed.

please provide the full deposits. please.

can i have an update please Kubo?

Dear Rolletto Casino,

Thank you for your clarification.

I acknowledge that the 20% fee you are referring to is explicitly mentioned multiple times in your Terms & Conditions. For reference:

• Clause 10. 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 and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee."

"In case during the verification process some suspicions arise related to the identity of the user, such as but not limited to occurrence of more than one person in the respective photos, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as transaction fee."

• Clause 12. Withdrawal and Maximum Win Limitation:

"All deposits must be wagered completely until withdrawals are allowed from Your Account. In case deposits are not wagered completely. We reserve the right to charge the Player with the administrative fee in amount of 20% of the amount transferred."

"In case the existing deposits (not the winnings) are transferred back to the Player due to termination of the Account, We reserve the right to charge the Player with the administrative fee in amount of 20% of the amount transferred."

• Clause 14. Dormant accounts:

"An inactive (dormant) account is a Player Account which a player has not logged into or out of for 60 (Sixty) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 20% of the account balance as recorded on the date inactivity was determined (the "Initial Dormant Balance").

You authorize the Company to debit this fee from Your Player Account at the beginning of the month following the day Your Account is deemed inactive, and at the beginning of every subsequent month that Your Account remains inactive. The fee will be calculated as 20% of the Initial Dormant Balance each month, regardless of subsequent balance reductions. The Company will cease deducting the fee when the Account balance reaches zero or if the account is re-activated through login or other account activity."

The only clauses that could arguably be applied in this situation (if one were to overlook the broader context entirely) are those referring to non-wagered deposits or account termination. However, given the specific and serious circumstances of this case, it is deeply concerning that either of these rules is being invoked. Most notably, treating account termination resulting from self-exclusion in the same manner as standard termination based on a simple player’s request or due to fraud or other violations is neither fair nor aligned with responsible gambling principles.

Are we truly to accept that a player - whom you have acknowledged as struggling with gambling addiction, and who was able to open a duplicate account using identical personal information due to a failure in your internal safeguards - should have been expected to lose their entire balance before qualifying for any form of redress? That reasoning not only appears fundamentally unfair but also runs counter to the core values of responsible gambling.

It is disappointing to see such a rigid, technical interpretation of your rules applied in a case where compassion, accountability, and player protection should take precedence. At the very least, I would have expected a more thoughtful and ethically sound approach given the nature of the issue and the vulnerability of the player involved.

In light of the above, I strongly recommend that you reimburse the remainder of the player’s deposits in full, without applying any internal administrative or processing fees. Given the acknowledged shortcomings on your part, imposing such fees would be both unreasonable and unjust.

I sincerely hope you will reconsider your position and work toward a resolution that reflects not only the facts of the case but also a genuine commitment to fairness and responsible gambling standards.

Thank you.

Dear Kubo,

Thank you for your detailed message and thoughtful analysis.

You are absolutely right that the 20% administrative fee is clearly outlined in several clauses of our Terms & Conditions. However, after carefully reviewing the specific circumstances of this case, including the nature of the self-exclusion request and the player’s vulnerable situation, we agree that a more flexible and compassionate approach is appropriate.

With full respect for both your recommendation and the player’s experience, we have decided to waive the 20% fee and refund the remaining amount of €205.27 in full. The funds have been credited to the player's account and are now available for withdrawal.

Dear SamGodfrey, we sincerely apologize for the frustration and inconvenience caused. We appreciate your patience, and thank you for bringing this matter to our attention.

Best regards

Rolletto Team

Dear CasinoGuru and Rolletto Team,

I would like to sincerely thank you both for your time, attention, and understanding regarding my case.

To the Rolletto Team — thank you for your thoughtful and compassionate response. I truly appreciate your willingness to take into account the specific circumstances and for ultimately deciding to waive the administrative fee. Your gesture not only resolves the issue fairly but also shows a genuine concern for player well-being.

To CasinoGuru — your support and advocacy throughout this process have made a significant difference. I'm deeply grateful for your professionalism and dedication in helping to mediate this matter.

Thank you once again to both parties for your fairness and for turning a frustrating situation into a respectful resolution.

Warm regards,

SamGodfrey

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear samgodfrey,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo