Rolletto Casino - プレーヤーのアカウントで問題が発生しています。

I hope you can help!!

I won in excess of €200,000 on 24.12.2021 on rolletto, I tried withdrawing and realised I could only withdraw 15000 per month. Back and forth with live chat and support service via email I managed to withdraw 7500 on the 25.12.2021 and another 7500 on the 27.12.2021. they told me it would be the 25.01.2022 I would next be able to with draw.

I requested the casino to put a loss limit on my account or a restriction from playing the casino. It's a massive win, I didn't want to waste the win nor did I want to gamble with them as it was already going to take some time to withdraw the funds, if I was to win more it would take longer.

It comes to the 25.12.2022 withdrawal date, I sign into my account, all permission to do anything has been removed. I contacted the casino via live chat, they told me I should request my withdrawal via the support email. I do that and get a response stating the proper team will contact you shortly, time passes I email again, a different agent responds - you case is being look at by the relevant team and someone will contact you very soon. I let a week pass, still nothing. Ive emailed since on numerous occasions having heard nothing from the relevant team and get the same response every time, someone from the relevant team will contact you soon, your case is being reviewed.

I find this very bizarre that noone from the proper or relevant team has contacted to say we have you case file etc and are reviewing your request. I feel I'm being fobbed off by the same excuse every time.

I hope you can support or help in anyway. I would greatly appreciate it.

Hello Gavin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you can log into your account, however you cannot deposit, play or request a withdrawal? Also, do I understand correctly that so far you haven't received anything from your winnings?

Would you be so kind and 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

Morning, I can log in to my account but can't play any games as I requested that I didn't want to play the games anymore as there was no benefit to me.

I have withdrew €15000 so far but they have blocked all permissions to deposit or withdraw from the account.

Thank you very much Gavin for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hello Gavin.

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

Good day, 

The account payout function has been activated.

The user should now be able to perform a cashout.

Kind Regards,

Rolletto Team

Dear Gavin.

Please, could you confirm the casino statement?

I can confirm the casino has enabled the withdrawal function, however this was on Wednesday of last week I withdrew, I still haven't received my money. I was on chat earlier and this was my response. I will attach a copy via email.

Regards

Gavin

Hey Gavin.

Please, is there any new information?

Not as of yet. The withdrawal feature has been reinstated, however I have tried to with draw the limit of 15000 as per the terms and conditions which was a success on the site. The money never reached my crypto wallet and was put back to my casino balance, I've since done another withdrawal of 7500 which has also been a success on the casino but again, yet to reach my crypto wallet. I have little faith it will go in.

I don't understand the issue if the casino is authorising it why it isn't transfering to my account. The date of the withdrawal was the 25.02.2022 so I will give it a couple more days before I contact the casino again.

Dear Rolletto Casino team.

Thank you very much for your cooperation. Please, could you react?

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’.

Have you sent a prompt to the casino? What's my next steps following several failed attempts to withdraw?

Hello there. 

Rolletto casino team has always been very active with complaint resolution. I am investigating if there is an issue why they did not respond yet.

Hello there.

This is the info we have received from the casino representative:

7500 EUR successful withdrawal on bitcoin

Swift did not went at all, as from our side it was tried. 

Now yesterday the user made a request and it will be normally processed within the timeframes

and before mate want to mention that the Player had a issue with the Ethereum wallet

we tried twice to send the amount, it was not successful and the player got his funds back on the account

I believe everything is solved now, right? I highly recommend you refrain from playing, so you will not lose any of the funds. If there are any further issues with your withdrawal, we can always reopen this case, just let us know.

The communication from rolletto has been improved massively. Appreciate your help, the withdrawals have started to come through.

Dear Gavin.

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