Rollero Casino - La cuenta del jugador está bloqueada permanentemente.

Hello, I registered properly with my correct details and my correct mobile number. After I didn't receive a bonus on my second deposit, I asked in the chat, and they replied that my account was temporarily blocked because of a duplicate. After that, they blocked me permanently. Depositing is possible with the correct details, but when I inquire, they say it's a duplicate. I received an email saying they'll refund my second deposit of €20, but I filled out the form and received no response and no money. And if I find out, they have to pay me back both deposits, not just the second one.

Guten Tag ich habe mich ordnungsgemäß mit meinen korrekten Daten sowie meiner korrekten handynummer registriert. Nachdem ich bei der zweiten Einzahlung wieder keinen Bonus erhalten habe fragte ich im Chat nach sie antwortet wegen Duplikat wird mein Konto vorübergehend gesperrt. Danach sperren sie mich dauerhaft einzahlen geht mit korrekten Daten aber wenn man nachfragt sagen sie das es ein Duplikat wäre. Ich habe eine Email erhalten das sie mir meine zweite Einzahlung 20€ zurückschicken, aber ich habe das Formular ausgefüllt und keine Antwort und auch kein Geld erhalten. Und wenn finde ich müssen sie mir beide Einzahlungen wieder auszahlen und nicht nur die zweite

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• How long have you been a player at this casino, please? 

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

Best regards, 

Katarina

Good morning, I registered correctly with my details—real name, address, phone number, etc. I live alone, and no one else has registered with my IP address. I sent the casino all the requested information by email and haven't heard anything from the casino since.

Guten Morgen ich habe mich korrekt mit meinem Daten angemeldet richtige name, adresse, Telefonnummer usw ich wohne alleine mit meiner IP hat kein anderer sich angemeldet. Ich habe dem casino alle Daten was gewünscht war per Email gesendet und seitdem nichts mehr vom casino gehört

I sent everything but I didn't get any money and no answer from the casino

Habe ich alles gesendet Geld hab ich keines bekommen und keine Antwort mehr vom casino

Dear Heiko004,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent them a history log; that's all I received.

Habe ihnen einen Verlauf geschickt ist das einzige was ich erhalten habe.

Thank you very much, Heiko004, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Heiko004 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rollero Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Especially why they are not refunding my deposits.

Vorallem warum sie mir meine Einzahlungen nicht zurück erstatten.

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.

If you're experiencing the same thing as me – no replies to emails – I'm surprised this casino has such good reviews.

Da geht euch wie mir die Antworten auf keine Emails wundert mich das dass casino so gute Bewertungen hat

Dear Casino Guru,

Thank you for bringing this case to our attention and apologies for the delay in getting to this. We’re glad it was raised so we could put things right. The two deposits are now being refunded, and the payment is currently being processed.

We appreciate Heiko004’s patience and understanding during this process.

Kind regards,

The Rollero Team

Thank you very much for the update Rollero Casino representative.

Dear Heiko004, We will keep this complaint open until you confirm your deposits have been refunded. Please keep me informed about any further developments.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Heiko004,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter