Rolletto Casino - El retiro del jugador se ha retrasado y el saldo se ha reducido.

I started using this betting site by October. My first deposit to the account was on 31st of October which I deposited 19.31usd. I played one week and I am not satisfied with their service. I now decided to withdraw my winnings which is about 31$. They now rejected my withdrawal and requested another video verification after my account was previously verified.

I that verification they asked me to upload videos of myself holding my phone in one hand and my passport in one hand with a written my name, my username, d current date and their website and all must be in a selfie mode. I did as they instructed but they rejected my verification asked that it should be in a selfie mode. I made another video in the same selfie mode and they still rejected and still asking me for it to be in a selfie mode.

At this time I now noticed that they don't want to pay me. I ignored them for period. Just today I log in to the site and I observed that my balance has reduced to 12.45$.

Please help to recover my money from this site.

Dear Onyeze2030,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any specific reasons from the casino for rejecting your video verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I focus on sport betting.

They said the video should be in a selfie mode. Which I did

I accumulated my winnings without bonus

Thank you very much for your reply, Onyeze2030. Have you tried contacting the casino regarding the reduced winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I contacted them but they just replied recently. According to them my account was domant for for long time.

That was the reason for reduction of my winnings

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I can't find the mails any longer

I checked the casino's Dormant Policy and I found this:

14.   DORMANT ACCOUNTS

An inactive (dormant) account is a Player Account which a player has not logged into or out of for 60 (Sixty) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 20% of the account balance as recorded on the date inactivity was determined (the "Initial Dormant Balance").

 

You authorize the Company to debit this fee from Your Player Account at the beginning of the month following the day Your Account is deemed inactive, and at the beginning of every subsequent month that Your Account remains inactive. The fee will be calculated as 20% of the Initial Dormant Balance each month, regardless of subsequent balance reductions. The Company will cease deducting the fee when the Account balance reaches zero or if the account is re-activated through login or other account activity. 

For avoidance of doubt, if the remaining balance in the dormant account is less than 10 USD (or equivalent in other currency), the Company reserves the right to deduct 100% of the remaining amount as a final administrative fee.

Do I understand correctly, based on your initial message, that your casino account was inactive from October/November to April?

Dat is what happened. Because they refused me to withdraw my winnings

I apologize, but based on the information you provided, I’m afraid we cannot assist you further. The first issue is that the casino reduced the winnings you accumulated from sports betting. Unfortunately, due to our company policy, we can only investigate and help players who focus on casino games.

Additionally, many casinos charge a dormant account fee. This is not unusual, and if your account was inactive for an extended period, we cannot compel the casino to refund the fees, as they disclose this possibility in their General T&Cs. At this point, I can only recommend that you withdraw your balance the next time you decide to stop using a casino account to avoid a similar situation in the future. If a withdrawal is impossible, contact us immediately; do not wait for months to resolve the issue, as our policy does not allow us to pursue cases that are older than 6 months, because collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.