Rolletto Casino - プレイヤーの賞金は没収されました。

Hello i have an account with rolletto, i verified my account i even waited 14 days for a video verification, what i passed after that i waited 4 days for the withdraw (3 days the maximum) but it never came and when i asked them they said i violated some rules and they get rid all of my winnings...

They did not gave me any clear evidence or clarification, i have only 1 account and i used mainly mobile internet (except when i travelled to egypt for vacation and i used wifi)

I also played everything

So i dont know what is going on, please help me, thank you very much

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

Sport and some slot

Yeah, some of it, about 800 euro

Thanks for your reply.

Could you please specify which bonus you activated and played? Share a link, a screenshot, or a detailed description of the bonus.

Have you successfully completed the wagering of the bonus?

Post the information here or send it to my email at tomas@casino.guru

This is the bonus, i wagered it, but i cant show more becuase i cant login to my accountThis was a special bonus for me

Dear Vivienpodruzsik,

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, Michal (michal.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,

Tomas

Hello Vivienpodruzsik,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Rolletto Casino to join the conversation.

Dear Rolletto Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vivienpodruzsik,

I wanted to give you a brief update. I have received a contact for the appropriate person who should be able to assist us with this issue.

As our aim is consistently to achieve clarification or resolution for each case instead of allowing it to remain unresolved, I will be extending the deadline by an additional 3 days.

I sincerely hope we will see some positive progress shortly.

Hi Michal,

Thank you for the update.

We have sent the detailed information and supporting screenshots to the Casino Guru management regarding this case.

Please let us know if any additional information is required from our side.

Best regards,

Rolletto Team

Dear Rolletto Team,

Thank you for your messages. I have replied with some additional enquiries and am awaiting your response.

Dear Vivienpodruzsik,

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Rolletto Casino?

If they do, have you played at the casino around the same times as them, perhaps during a visit?

Can you please confirm the devices you have used to register and play in Rolletto Casino?

Hello and good day! I dont know anybody who playes at rolletto, i used open hotel wifi and open mobile internet when i traveled, i say this because 20bet also detected "duplicates" but i explained to them im on a vacation and i used open wifi and open mobile internet and they understood it and i was able to play and withdraw with them

I can send my plane ticket as proof

I played from phone (honor 90 lite) and i bought this phone from facebook marketplace in december so its a used phone, i dont know if the previous owner played rolletto but its not likely

Dear Vivienpodruzsik,

Thank you for the additional information.

Dear Rolletto Team,

I am looking forward to your response to my latest message.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

We have shared all the relevant information and supporting evidence, confirming the connection between the accounts.

Based on our Terms and Conditions:

Only one account is allowed per person, household, or IP address

Any activity involving multiple accounts or coordinated behavior is considered a breach and may lead to confiscation of winnings

Based on this, we have acted in accordance with our Terms and Conditions.

Best regards,

Rolletto Team

I used open wifi and mobile internet, so its possible to get an IP address the same as an other player

Its still dont seem so valid for me, i did the video verification and waited 14 days for it, you guys said i passed the verification and soon as i wanted to withdraw you came up with this...

Thank you for all the information and evidence provided, Rolletto Casino Team.

Dear Vivienpodruzsik,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts created from the same IP address, the same device user agent (indicating the same device used). Furthermore, placing bets on the same sports betting events and on one occasion on January 17th, placing the same bet amounts on the same sports betting events in very close succession, only a few minutes apart. As you confirmed " I dont know anybody who playes at rolletto" and "I played from phone (honor 90 lite) and i bought this phone from facebook marketplace in december so its a used phone, i dont know if the previous owner played rolletto" which further supports the rule violation. All the abovementioned cannot be considered as a mere coincidence. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way.

As an independent entity, we have reviewed the information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate regulatory body in your jurisdiction if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing or the regulatory authority decision, should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino regarding casino games in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru