Rolletto Casino - プレイヤーのアカウントがブロックされました。

My account in casino was blocked. I was informed that account is under investigation and I should wait. I waited long enough (a couple of months) but still have no info from casino.

Dear Geli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise when exactly was your account closed? Do I understand correctly that €390 (dispute value) is being held in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

My account was closed in Jun 2021 and the money was on my account. I have sent you the communiction.

Thank you very much Geli for your reply. I will now transfer your complaint to my colleague Adam (adam.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 soon.

Dear Geli,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rolletto Casino to join the conversation and to aid in the resolution of this complaint.

Dear Rolletto Casino,

Can you please provide some insight into the reasons for the player's blocked account?

We would like to ask Rolletto 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Geli,

Has there been any further development with your account?

No, I have no news from casino. I contacted them 2 days ago but got no answer.

Dear Geli,

I have made contact with the casino via skype and they have told me that they are looking into your case and will reply to us shortly. I will therefore extend the timer once more to allow for this.

Dear Geli,

I have received no further response from the casino, has there been any progress with your account?

No, there were no news from casino.

Dear Geli,

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to visit the Curacao e-Gaming website (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear Geli,

The casino has informed me that the problem with your account has been resolved.

Can you please respond and confirm if this is the case?

Kind regards,

Adam

I could login again and requested withdrawal. I will let you know when I get the money.

P.S. Just checked my bank account and the money is already there.

Dear Geli,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam