Rolletto Casino - El jugador aún no ha recibido las ganancias.

I won £2,300 on the betting site Rolletto but my withdrawal seems to have dissappear into thin air.

My initial deposits to rolletto was through my pockit app/bank card, rolletto don't support card withdrawals so the only way i could withdraw the funds were to request a SEPA withdrawal. I chose to withdraw to my think money account, what I didn't realise is the IBAN number is actually a Natwest communal pool one used by think money as an inbound international transfers .

I initially emailed rolletto a screenshot of my account information for think money but they just sent a generic email back stating this information was not required. The money was apparently sent on 8th July and now think money are denying they have received this, i asked them to contact natwest to see if my funds were sitting in a bank unallocated ect, I've been told they can't do this, I've tried to speak to natwest who says as im not a customer they can't divulge information held for think moneys intermiditey, so I am completely lost.

I've sent emails to rolletto who assure me the money was sent but refuse to give me a UETR, i then contacted Bankera who rolletto use to distribute the money, they were not helpful and told me to go back to Rolletto, i logged an official complaint with Natwest who basically told me as i am not their customer they cannot confirm if the money even reached them, think money have also been made aware but are also passing the buck. Rolletto have assured me if the funds are returned to them they will credit any returns to my account, I don't know who to trust and feel I will never see my winnings.

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Dear NJP123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear NJP123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately not no, i appreciate it takes time for money to reach accounts but I am just concerned as no one has been able to verify where the funds actually are, I am happy to wait I just want reassurance I will actually receive the funds as i feel i am just being told to wait, i am upset that i provided rolletto with my think money account number and sort code and yet this was ommited from the payment receipt thus leaving the funds to float in the communal Iban Natwest pool, saying that I have been reassured by NatWest that any funds without an account number would/should have been sent back to me by now, I just want the funds back into my rolletto account so I can withdraw from a different method.

Please let me know if you need any screenshots of my communications between myself and rolletto, I also have a reply to a complaint I logged with Natwest, I also contacted Bankera who just advised me to go back to rolletto, I have also contacted think money to ask if they can try and track the payment but nothing from them as of yet, again I just need certainty the money was definitely released by rolletto/bakera, there are 4 separate companies involved in this international transfer and all im trying to do is track down where my money is.

I appreciate the support.

Thank you for the additional information and for explaining the steps you've taken to trace the payment. I understand how frustrating it must be to receive conflicting information from the different parties involved.

I would like to clarify one point regarding the bank details used for your withdrawal. You mentioned that you "didn't realize the IBAN was actually a NatWest communal pool one used by ThinkMoney for inbound international transfers" and that you believe this may have caused the issue.

• Could you please clarify how you obtained this IBAN?
• Was it provided directly by ThinkMoney as the IBAN to use for receiving international EUR transfers, or did you enter it manually from another source?

I'm asking because, if ThinkMoney itself provided this NatWest IBAN for incoming international transfers, then it would not necessarily indicate that incorrect bank details were supplied to the casino. In that case, it would help us better understand whether the issue lies with how the payment was routed or allocated after it was sent, rather than with the withdrawal instructions themselves.

Hello, the iban is on the think momey app and website, when I emailed rolletto I sent a screenshot of my think money account number and sort code which I believe is what they should have entered on the payment reference so natwest/think money would know who to route the winnings to, rolletto emailed back to advise my email was not nessisary , my name is the only identifier on the payment which unfortunately is not enough. I am liaising with think money complaints team also to ask that they try and trace the transfer, I am not solely blaming rolletto for this as I understand they may very well of sent the funds and they could be held in a suspense account, what I want to try and do is to confirm the funds were definitely sent and if a trace could be submitted? Rolletto have assured me they will let me know if/when received but at this time I feel the funds have simply vanished, no one is confirming they have them.

Dear NJP123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear NJP123,

My name is Jana, and I will be your point of contact as we work together to address your complaint. I sincerely apologize for the inconvenience you have experienced due to the delay in your withdrawal. Please rest assured that I will reach out to the casino and do everything I can to resolve this matter promptly.

I would also like to invite a representative from Rolletto Casino to join this conversation to ensure we can collaboratively work towards a resolution.

Dear casino, could you kindly provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your assistance and for providing the necessary information.

Thankyou very much, i would like to ask if it's possible to request a trace or recall of the payment at this time, ideally I would just like the funds back into my rolletto account, I appreciate the support.

Hello all,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused.

Based on the information shared on Casino Guru, we have already started investigating this matter with the relevant payment provider.

As soon as we receive any updates, we will respond on Casino Guru accordingly. We are following this case closely and will do our best to resolve it as soon as possible.

Rolletto team

Dear Rolletto Support,

Thankyou for the response, I just want to ensure that my complaint is understood and below is a summery of this.

Before my withdrawal was processed, on 7 July 2026, I proactively emailed your support team with all of the information I believed would be required to process my payment correctly.

I attached screenshots of my Thinkmoney account details, including:

My Thinkmoney account number and sort code & the communal IBAN used for international transfers.

Despite providing these details in advance, the payment confirmation you later sent shows that only my name and the communal IBAN were used.

As a result, my withdrawal has not reached my account and cannot currently be located. I have spent weeks contacting both yourselves and Thinkmoney, raising formal complaints and attempting to trace my winnings.

This has caused me significant distress, anxiety and inconvenience, and I am extremely upset that this situation remains unresolved.

As a valued customer, I took every reasonable step to ensure the payment could be processed correctly.

I therefore kindly request that you:

Resolve this matter as a priority by ensuring my winnings are successfully credited back to my account, & please consider appropriate compensation for the considerable distress, inconvenience and time I have spent trying to resolve this issue.

I hope this matter can be resolved promptly and amicably. However, if it cannot, I will continue to pursue my complaint through the relevant dispute resolution channels and your licensing authority.

I look forward to your prompt response.

Kind regards,

Natalie

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.

Hi Jana,

Thank you for continuing to assist with my complaint.

Unfortunately, the £2,300 remains missing. Rolletto continues to state that the payment was "successfully sent from our side", but they have still not addressed my main concern: **whether the payment was sent using all of the banking/identifying information I supplied to them.**

Rolletto previously told me that a specialist team would **trace the payment**. Despite repeatedly asking, I have still not received the result of that trace or confirmation of where the £2,300 currently is.

Their latest emails also refer to a "withdrawal rejection" and say they are waiting for the funds to be returned. However, they have not confirmed whether Bankera/payment provider has actually verified that the payment was rejected, when or why it was rejected, or whether the funds have actually been located.

I am concerned they may simply be repeating my own previous suggestion that the payment was probably rejected, rather than providing new information from their payment provider.

Think Money is also investigating my formal complaint and has extended its investigation until no later than 15 September.

I would therefore be grateful if Casino Guru could ask Rolletto to specifically confirm:

* Has the promised payment trace been completed, and what was the result?

* Where is the £2,300 currently located?

* Has Bankera/payment provider actually confirmed the payment was rejected?

* Was all the identifying information I supplied transmitted with the payment?

I do not need another confirmation that the funds left Rolletto. I need evidence of **where my £2,300 went and what is being done to recover it**.

Thank you again for your assistance.

Kind regards,

Natalie

I have made multiple attempts to reach out to the casino, but unfortunately, I have not been successful. I regret to inform you that progress may be limited without their cooperation. Consequently, I will categorize your complaint as "unresolved" in our system. I understand that this may not be the resolution you were hoping for. However, by doing so, the impact on the casino's rating due to unresolved complaints may prompt a change in their approach.

If the casino chooses to respond, we will reopen your complaint and notify you via email. In the meantime, I recommend reaching out to the Curacao Gaming Authority (complaints@cga.cw) to submit your complaint to them. The Gaming Authority has additional resources and tools available to assist players effectively.

Please do not hesitate to contact me if you require any assistance with the complaint submission process or if you would like to update me on their response after you reach out (jana.k@casino.guru). I sincerely apologize for not being able to provide more assistance at this time.

Best regards,

Jana

We have reopened this complaint at the request of Rolletto Casino. Our intention is to provide this case with another opportunity for resolution, aiming to assist both parties in reaching a satisfactory conclusion.

Thankyou Jana, I am still awaiting confirmation of a trace from rolletto, i understand they are awaiting on a specialist team, my main goal is to determine where the funds landed and if they were returned or if a repull can be requested by the sender, i fully appreciate the support

Hello all,

We would like to confirm that this case is still under active investigation. We are currently following up directly with the relevant payment provider to obtain the payment trace and clarify the exact status and location of the funds.

At this stage, we are still awaiting their official confirmation. As soon as we receive the trace results or any further information regarding the transaction, we will provide an update here immediately.

We understand the player's concern and are continuing to follow this matter closely until we receive a clear response from the payment provider.

Rolletto Team

Hello

I have now received a response from my think money complaint, they have confirmed the funds were received but returned back to the sender on 28th July, please see attached, i would now request given this evidence that the funds are now with Bankera and would request rolletto to provide this additional evidence to support my complaint.

Kindest regards

Natalie

Dear Jana & Rolletto

Apologies the letter received from think money advises the funds were returned to the sender on the 27th July not the 28th as I previously stated, I look forward to a response.

Natalie

Dear NJP123,

Thank you for your message. We would appreciate it if you could let us know the current pending balance and whether you have received any funds from the casino to date. Additionally, if you could share any screenshots or relevant evidence regarding the case, we would be grateful if you could send them to jana.k@casino.guru. Your ongoing support and cooperation are highly valued.