Rolletto Casino - El cierre de la cuenta del jugador da lugar a una queja formal.

I am writing to file a formal complaint and refund demand regarding a series of transactions amounting to several thousand pounds (£1,000s) processed by your company on behalf of offshore gambling websites, including others operating under your payment or licensing umbrella. Rolletto allowed me to open & deposit on 6 accounts, same payment method different username. Asked to close account then opened another due to severe addiction issues. I have sent several emails which have all gone unanswered.

Background & Misrepresentation- 

I am a resident of the United Kingdom, and at the time of every one of these transactions I was — and remain — enrolled in GamStop, the UK’s national self-exclusion system.

Despite this, your associated websites accepted my account verification (UK driving licence and proof of address) and enabled me to gamble and deposit funds, in clear violation of:

Section 33 of the UK Gambling Act 2005 (offence of providing facilities for gambling to persons in Great Britain without a licence), and

The conditions of GamStop and the UK Gambling Commission’s LCCP social-responsibility code 3.5.5, which prohibit operators from accepting self-excluded customers.

Furthermore, none of the payment pages or transaction descriptors made clear that:

The merchant was Santeda International B.V. operating under a Curaçao eGaming licence (not recognised for UK customers), and

The payments would be processed through third-party crypto or cross-border channels, which I did not authorise or consent to.

These factors amount to serious misrepresentation and unfair commercial practice under the UK Consumer Protection from Unfair Trading Regulations 2008 and Consumer Rights Act 2015.

My Request - 

I hereby demand that Santeda International B.V.:

Refund in full all deposits processed by you or your agents on my behalf — totalling several thousand pounds. 

Provide a complete transaction record (dates, amounts, processing intermediaries, and recipient wallet addresses where applicable).

Confirm deletion of all personal identification and address documents I uploaded, as they were obtained under false pretences and in breach of UK law.

Provide written acknowledgment of this complaint within 7 days and a full resolution within 14 days

Note: My original payment account has since been closed. I am happy to provide secure bank details for the refund once you confirm refund approval and provide an official, verifiable channel to supply those details.

 Regulatory Escalation

If I do not receive a satisfactory response within that timeframe, I will escalate this matter to:

The UK Gambling Commission,

Action Fraud (National Fraud & Cyber Crime Reporting Centre),

The Financial Conduct Authority (FCA) for possible unregulated financial activity, and

The Dutch Kansspelautoriteit (KSA) regarding your operation as a Netherlands-registered entity (Santeda International B.V.).

I will also provide copies of this correspondence to my bank’s fraud and disputes department as supporting evidence for recovery of misrepresented payments.

Given the seriousness of these breaches — accepting a self-excluded UK customer, operating without a UK licence, and disguising the true nature of payments — I expect an immediate and transparent response.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lawallace,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rolletto Casino.

Unfortunately, we are unable to mediate this complaint because GamStop is a British registry and its self-exclusion policy only applies to operators who obtain a UK license. They cannot monitor operators from other jurisdictions. This Casino does not have a UK gaming licence, so it is not obligated to follow the guidelines of the UK regulators and GamStop. In casinos operating outside of the jurisdiction of the UK license, you'll need to take advantage of self-exclusion options offered by the casino itself to stay protected. Unfortunately, we are unable to intervene in this situation. 

• Have you requested a self exclusion at this casino, please?
• If so, could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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

Best regards,

Katarina

Dear Lawallace,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Lawallace. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Lawallace,

to proceed further with your complaint, kindly answer the following questions.

• Have you requested a self exclusion at this casino, please?
• If so, could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

Looking forward to your reply,

Katarina

Yes I self excluded via live chat

Dear Lawallace,

thank you for your reply.

• Is it safe to assume that you do not posses the screenshot of your self exclusion request via live chat, please?
• Has the account been closed?
• What date have you attempted to self exclude, please?
• Could you please advise when was the last time the casino allowed you to deposit?

Looking forward to your reply,

Katarina

No I didn’t take screenshots but accounts were closed straight away.

as far as I can see but I’m not sure how reliable, iPhone says accounts "last modified"

Laurenaw90 - 07/10/2024 & 12/04/2023

Lawallace90 - 12/04/2023

Lwallace90 - 29/03/2023

Hello Lawallace,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lawallace,

thank you for your reply and patience.

After carefully reviewing your complaint and the information you kindly provided, we must conclude that the evidence currently available is insufficient to support our attempt to confront the casino. Unfortunately, without verifiable documentation, we are unable to substantiate the claims in a way that would allow us to argue effectively on your behalf.

Additionally, as your accounts appear to have been closed immediately upon your request, it is unlikely that we would be able to establish a strong argument for a refund. While we acknowledge your concerns, the available information does not indicate that the casino continued to allow gambling activity after the reported self-exclusion.

It is also important to note that your registration with GamStop does not apply in this case, as the casino is not licensed by the UK Gambling Commission and therefore does not have access to the GamStop self-exclusion database. As such, the casino is not obligated to enforce GamStop restrictions.

We agree that the ability to register multiple accounts using similar details is concerning. However, in the absence of supporting evidence demonstrating misuse or a breach of the casino’s policies, we are unable to build a sufficiently strong case. For these reasons, we regret to inform you that this complaint cannot be resolved in your favor based on the information currently available.

In light of the aforementioned details and the limitations outlined above, this complaint will now be closed.

All the best,

Katarina