Rolletto Casino - プレイヤーのアカウントは閉鎖されました。

I was playing on the site when all of a sudden I was logged out. When trying to log back in to the site a message came up saying ‘User Blocked’. I had a balance of almost £3000, so straight away I contacted the live chat support. I was informed that my account has been blocked permanently, with no way of it ever being reopened. I was told that I am also unable to withdraw any of my funds. They said they I violated their AML terms and conditions, however the live chat agent refused to tell me in what way I have done this. I have not got multiple accounts with this casino. I have never cheated any of the games and have never done anything to defraud this casino! I am now left locked out if my account, which had a balance of around £2800. I would really appreciate your help to resolve this complaint. I am left dumbfounded and upset about why has happened.

Hello pops22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What payment method did you use to deposit with?
• Have you ever processed a withdrawal from the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

My account was verified as I had submitted my identity documents upon registration.

I used the credit card payment option to deposit to this casino.

I have never processed a withdrawal with this casino. I did once request a withdrawal, however shortly after I cancelled it and continued playing with the funds. I did receive an email after making the withdrawal request asking me to send over photos of the front and back of my card. However as I had already played through the funds and was no longer withdrawing I did not send over the requested photos.

However my complaint is not regarding this withdrawal.

I last heard from the casino yesterday. I emailed them after getting nowhere with the live chat support about my account being permanently closed and my funds unable to be withdrawn. I insisted that they rightfully refunded me my balance. The last they said to me was that my complaint had been forwarded to the appropriate team, however I have heard nothing since.

Today, however, I thought I would try logging into my account to see if the same ‘user blocked’ message came up.

I was able to log in to my account. My funds are still in my balance. However when I try to withdraw it says that I have no permission to do so and the button is blocked.

Thanks

Lauren

I will attach a photo of my account showing the balance. The amount in there is £2671.85 GBP.

I have tried contacting the Casino numerous times asking for them to provide an update however they have not provided me any more information whatsoever about what is going on.

After sending the casino about 20 more emails, they have now come back to me and said that my account is under investigation and that the investigation is going to take 6 months! They said that I will receive no update at all regarding being able to withdraw my funds until the 6 months is over!

I do not see how this is right at all. They should not be able to withhold my balance from me at all but let alone for 6 months! I would really appreciate some help from Casino Guru as I am not getting anywhere trying to communicate with the casino directly.

Hello pops22,

Can you please advise if you were playing casino games or sports betting?

Additionally, please forward any relevant communication related to the case between you and the casino to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Hi Nick. I was playing casino games. No problem I will forward the relevant information over to you.

Dear pops22,

As your account has been undergoing a review—similar to a standard verification process, which may take up to 14 days—could you please confirm if there have been any updates from the casino since your last post?

Looking forward to your response.

Best regards,

Nick

Hi Nick.

No, no updates from the casino whatsoever despite the fact that I have been emailing them daily to try and get an answer. I just keep receiving the same generic response from them, telling me that I will receive an update once the ‘investigation’ is finished, which they also told me could take up to 6 months!

Hi Nick.

Any updates regarding my complaint?

Thank you pops22 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick. Do you know roughly when I will hear back from your colleague? This situation is extremely stressful for me and I am keen to get it resolved as soon as possible.

Hello, pops22,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rolletto Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/restricted from making withdrawals?

What needs to be done on the user's side to pass the KYC and/or withdraw his funds? Or, what is the estimated time frame for finishing the investigation?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Thank you for reaching out. The user's account requires card verification. To proceed, the user must submit the requested documents for review. Once the documents are received, our team will carefully assess them and provide a response accordingly.

If the user has any further questions regarding the verification process, we encourage them to contact our support team for clarification.

Best regards,

Rolletto Casino

Dear Casino Guru / Rolletto Team,

I have not once been told that this is the reason for my funds being held. The KYC team has not been in contact and I have not been asked to provide card verification. If this was the case then I would have done so straight away.

I request that Rolletto promptly emails me asking for the documents that they require so that this issue can be resolved ASAP.

Hi Casino Guru Team.

After contacting the live support team at Rolletto, they have informed me that the response above from the Rolletto representative is pretty much a complete lie.

I asked the live agent if I could provide him with my card details for verification. He informed me that I cannot provide these details as my account is still ‘under investigation’.

So the response to my complaint from Rolletto was a complete lie.

I would really appreciate some help here as I am running out of patience and I am extremely stressed out because of this situation.

Thanks

Lauren

This is what the live chat support said to me.

Thank you both for your replies.

Dear Rolletto Casino Team,

Can you please review the situation once again and provide us with an update?

Could a person in charge (from the casino) contact the player with relevant information/details after the investigation is done? It would be highly appreciated if someone responsible could contact the user directly via email and provide him with the results of the investigation or instructions on how to proceed to pass the KYC and/or withdraw his winnings.

Thank you. Looking forward to hearing from you.

Dear Branislav,

We would like to provide an update regarding this case. The player has successfully withdrawn their funds, and the issue has now been fully resolved.

We appreciate your assistance in mediating this matter and thank the player for their patience throughout the process. Should any further questions arise, we remain available for support.

Rolletto Team

Yes this case can now be closed.

What great news, guys!

Thank you, pops22, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Rolletto Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru