Rolletto Casino - プレイヤーの賞金は没収されました。

I had over £6,100 in my account which I tried to withdraw, when my account was suddenly frozen and I was unable to access any games. I then had an email informing me my account was closed due to a breach of terms but when asking what specific terms I had breached (I haven’t) they refused to give details.

they then confiscated the £3,200, allowing me to withdraw the balance of about £2,870.

i won the funds fairly and therefore are fully due them, I don’t care about the account being closed as it shows what sort of people they are when dealing with winnings, but those funds rightly belong to me.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you completed account verification in the casino?
• 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?
• Does the amount returned represent your most recent deposits?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I opened my account around January this year. The funds were won on slots and without any bonuses. I was only informed when trying to withdraw my funds.

my account was fully verified.

i can forward or send screenshots of email communications where they have stated ive breached certain terms but without specifically stating exactly what, which is understandably frustrating and ridiculous as i have a right to know exactly what it is I’ve done that breaches the terms and causes them to confiscate such a large portion of winnings ( but still let me withdraw some?!?)

Thanks for your reply.

Please share the relevant communication between you and the casino so we may better assess how to assist you further.

Send the information to my email at tomas@casino.guru or post screenshots here.

Hi Tomas, I have forwarded all communication to your email.

Hello jimmi88,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jimmi88,

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Rolletto Casino representative to join this conversation.

Dear Rolletto Casino,

Could you please provide clarification regarding this case?

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 jimmi88,

We are extending the timer for a final 7 days while we continue attempting to contact the casino both through the public complaint thread and via external channels.

We appreciate your patience and cooperation throughout the process.

It’s disappointing that there’s no response so far, is there further escalation channels that can be taken after this point as it’s a large sum of money that I’m rightfully owed.