Rolletto Casino - El retiro del jugador está bloqueado y las ganancias son confiscadas.

Hi,

I need help regarding my withdrawal of €100 from Rolletto casino.

On 11 August 2025 I won a giveaway by Rolletto casino for €20 on X/twitter.On the same day I got a DM from rolletto casino that I would get my bonus credited to my account in few days.

One week passed but I still didnt get my giveaway reward neither I got any communications as in why my bonus was not credited to my account so I left a review on trustpilot for rolletto casino after a week from the giveaway date.

Rolletto casino got in touch with me in 20 August after seeing my trustpilot review and appolozied that they were not able to credit my giveaway reward soon because of an issue on thier end.

I asked them why were they not able to add my bonus sooner,they said

"Hello, there! I am sorry for late response it seems it was miscommunication between me and marketing people who are responsible for adding bonuses, also it turned out you were using bonuses without depositing at our casino which itself is restricted but because you were winner in giveaway we will add bonus with some extra on top, however also I can see that you left bad review about us on Trustpilot, so with a big apology again can you edit the review because it clearly happened because of miscommunication.

I informed them The only one no deposit bonus I got was 10 free spins for verifying my email address last week and apart from that I didnt avail any other no deposit bonus.

After that they applozied and added €30 euro to my account ( I was suppose to get €20 for the givaway) but they added €10 extra as goodwill for the inconvinience and asked me to change my Trustpilot review and give them 5 star rating.

I got €30 and as per bonus terms and condition wagering for the bonus was 30x and allowed maximum bet was €5.Bonus wagering only on slots.Maximum withdrawal amount was €100 after wagring.All these terms and conditions were clearly mentioned on the bonus page.

I wagered my bonus as per thier terms and conditions I never bet more than €1 and wagered my bonus only on slots 30 times and then requested for withdrawal of €100.

On 21 August 2025 i.e today rolletto representative DM me on X/twitter and informed me that they cant procoess my withdrawal unless I change my review for their casino on Truspilot and give them a 5 star rating.

I was skeptical and worried about that but anyhow I changed my review and gave them 5 star rating and requested them to process my withdrawal.

However just after I changed my review and gave them a 5 star rating I got and email from Rolletto casino informing my withdrawal was declined.

Dear Rocky,

Hope you are doing well!

We sincerely apologise for the inconvenience and experience you have faced.

Please note that your account has been detected violating the terms and conditions of the website, as our responsible team double-checked. The winnings were received bypassing the bonus rules, therefore, the funds have been deducted from your balance. 

Due to the above-mentioned facts, we are not able to offer you any refund.

If you have any questions or inquiries, please do not hesitate to contact us. We will be more than happy to assist you anytime.

Have a great day!

—

Best regards,

Lincoln / Support Agent

They rejected my withdrawal request and deducted all my account balance.

Kindly help me with this.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any Terms and Conditions related to the €30 bonus you received from the casino?

Has the casino specified which rules you allegedly broke while your bonus was active?

Please request the casino to send you your gaming history in Excel format from the moment you started playing with your €30 bonus up to the moment you submitted your withdrawal request, and then forward it to me at veronika.f@casino.guru.

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi,

Thanks for replying!

Rolletto representative DM me on X

"Hey hey there, as we have checked you have multiple account in our system, which were crossed with IP addresses and with personal information, on those account you used bonuses, and also you used bonuses on that exact account, system recognized that as account/bonus abusing and restricted your bonus usages, but as an exception we added bonus, and for now we can only pay you $50, this as a big exception as well if you will change our review , please consider that we have all rights to not pay you since you violated our casino rules.

I have already informed Rolletto I only have one account but they are finding an excuse to not pay my winning.

When they added the bonus at that time they did not say I had multiple accounts and moreover they would never have added the bonus if I had multiple accounts.

They paid me only half of my actual winning i.e €50 yesterday,there no reason for them to not pay my entire winning of €100.

Kindly help me get the remaining of my winning,Rolletto is being unfair in their conduct.

Hi,

I got an email from Rolletto casino on 23 August 2025 that I have free spins on my account.

I logged into my account and saw there was 60 free spins bonus on my account which Rolletto added themselve to my account.I didnt use any free spins promo codes or anything like that.

So I played the free spins and won €24 and requested withdrawal of €20.

Again the rejected my withdrawal stating bonus abuse but I have not done any bonus abuse, they added those free spins not me.

Now they have stole €70 in total of my winnings.

I really hope you can help me with this.

Thanks you

Rocky

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you created any more accounts at this casino in the past?

What devices have you used to log into your Rolletto Casino account?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Hi,

Thank you for the reply!

I only have one account with Rolletto casino with my email address that is Rs******@gmail.com, apart from the account I have with my email I just mentioned I do not have any other accounts.Neither anyone else in my household has any accounts with Rolletto casino.

I have already verified the only account I have with Rolletto casino by providing my national ID document.

I only used my mobile phone to access Rolletto casino.I have not used vpn to access my account.

All of a sudden when I tried to withdraw my balance they have created these fake excuses to not process my withdrawal.

Kindly help please.

Thank you!

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rolletto Casino representative to join this conversation.

Dear Rolletto Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hi,

Thank you very much for all your help regarding this complaint.I really appreciates it.

Dear Mirka,

We would like to clarify the situation regarding the player Rocky210690.

Our team’s review showed that this account was connected with another account through the same IP and device details. Both accounts were actively using promotions and showed very similar playing patterns. This is considered a violation of our promotional rules, as multiple account connections and repeated bonus use are strictly prohibited.

Because of this, the player’s account was restricted from taking part in further promotions. Still, we wanted to act with goodwill. Even though the player was not entitled to promotional winnings under our Terms & Conditions, we made an exception and allowed a €50 cash-out, which has already been processed successfully.

We understand this outcome may be disappointing for the player, but our decisions are made to ensure fairness for all participants.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Could you please send me supporting evidence to the claims to miroslava.d@casino.guru?

Thank you.

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.

Dear Mirka,

Thank you for your follow-up. We would like to confirm that Rolletto Casino has already submitted all supporting evidence and relevant documentation regarding this complaint to the email address miroslava.d@casino.guru

Best regards,

Rolletto Team

Dear Rolletto Casino,

I replied to your email with request for further evidence.

Thank you for your cooperation.

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.

Dear Rolletto Casino,

I sent you an email. Please check your inbox.

Thank you for your cooperation.

Dear Mirka,

We already sent the information to your email.

Best regards,

Rolletto

Dear Rolletto Casino,

I haven't received a reply to my email from 9th October. Please provide a response at your earliest convenience.

Hello Mirka,

We’ve sent the requested information again to your email. Please check your inbox and let us know if you haven’t received it.

Best regards,

Rolletto Casino Team

Dear Rolletto Casino,

I forwarded you the question from 9th October, since it hasn't been answered.Please also provide evidence to all the claims.

Please check your inbox. Thank you.

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.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Hi,

Thank you for your help I appreciate it.

Can you please publish my review of Rolleto.com I wrote 2 months ago now?

Since it has already taken more 2 months now and my complaint is still pending, at least can I have my review published even if my complaint is not resolved??

Dear Rolletto Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear player,

I am still in communication with the casino outside of this thread.

Thank you for your patience.

Dear Mirka,

We have sent all the requested information to your email.

Best Regards,

Rolletto

Dear player,

Unfortunately, the casino has not provided me with sufficient evidence within the given timeframe. Based on our assessment, the provided evidence does not sufficiently justify the confiscation of funds and account closure. However, without cooperation from their side, there is little we can do at this stage.

I will proceed with marking the complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for.

Should the casino decide to respond in the future, we will reopen the complaint and notify you via email.

If you would like to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka