Rolletto Casino - プレイヤーのアカウントはブロックされています。

Hello, I can't log in to the account, I can't do anything, I wrote to them in a chat, they told me to write to the post office, and the post office said that they are considering something there and I have to wait 6 months, that's how they understand, they expect that in 6 months of war I will die and I will not need to return the money? What they are considering there and what can be considered in 6 months, please understand this situation

Доброго дня, я не можу зайти в акаунт, не можу нічого зробити, написав їм в чат, вони мені сказали написати на пошту, а на пошті сказали що вони щось там розглядають і мені потрібно чекати 6 місяців, це як розуміти, це вони розраховують що за 6 місяців війни я помру і мені не потрібно буде повертати кошти? Що вони там розглядають і що взагалі можна розглядати цілих 6 місяців, прошу розібратись в цій ситуації

Dear Vovabest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

Please advise if you have redeemed any promotional offers from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Was your account fully verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

did not use promotional offers, so my account has been verified

рекламних пропозицій не використовував, так мій обліковий запис був підтверджений

Could you please advise Which games you’ve been playing (live games, slots, or multiplayer)? Thank you.

live games

живі ігри

Dear Vovabest,

Could you please clarify how long ago was your account blocked?

April 16, 20222

16 квітня 20222

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

sent

надіслав

Thank you, Vovabest, for the forwarded communication.

I fully understand your frustration. As I mentioned earlier, it may take some time for the audit to be completed. Therefore, I will set the timer for additional 14 days allowing to casino one full month to investigate and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience and understanding.

ok I'm waiting

ок чекаю

Thank you for your understanding.

14 days have already passed

вже пройшло 14 днів

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

Hello Vovabest.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

the casino did not respond

казино так і не дало відповідь

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Vovabest.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. There is another option, you can file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The casino reopen request message:

Good day, 

We apologise for any inconvenience this may have caused. 

We are still waiting for a response from our provider, so please postpone the deadline. 

As we have to check all bets individually. 

As soon as we receive the answers, we will give an update to the customer, and also post it here.

Dear Rolletto Casino team.

Please, is there any new information about the case?

Good day, 

We apologize for the inconvenience. 

As soon as we receive an answer from the Provider, we will give you an update and we will try to solve it as soon as possible. 

Kind Regards,

Rolletto Team

Thank you for your reply. I am extending the timer by 7 days.

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’.

Hello dear Vovan,

We apologize for the inconvenience.

We have studied the issue thoroughly and its already solved, you can already login to your account.

Thank you.

Dear Vovabest,

may I kindly ask you to confirm?

Dear Vovabest,

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

Everything is fine, the account was opened and my money was withdrawn, thank you

Все добре, акаунт відкрили і вивели мої гроші, дякую

Hi Vovabest,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef