Rolletto Casino - La solicitud de autoexclusión del jugador fue ignorada.

I asked to be self excluded from gambling at their casino due to a gambling problem. They did not close my account and a few months (2025-04-15)later I gambled again and was able to deposit and lose 395€

Dear Veven,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your self-exclusion request.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• How many deposits did you make to this casino from the moment you informed them of your gambling problem and requested your account be closed? Did you make one deposit of 395€ or did you make several deposits? Please specify the exact dates you made these deposits.
• Have you contacted the casino more than once to request account closure?

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

Hello,

It was two deposits of a total of 395,02€.

Yes, multiple times. Including their sistersites with the same owner Santeda international.

I will attach email conversations.

I made the deposits 15/04/2025

Have you forwarded any emails to me? I have not received any messages from your email address yet. Please double-check if you typed my address correctly. It's veronika.f@casino.guru. Thank you for your cooperation.

Please check your email now.

Thank you for your email.

Could you please clarify the following points to help us understand your situation better?

• Have you been in contact with the casino between December 8 and April 19?
• Did the casino respond to your email in December ("Hello?"), when you were asked for your username because the representative couldn’t find your email address due to a typo?
• Have you tried reaching out to the casino again between December 8 and April 19?
• Have you accessed your casino profile at any time between December 8 and April 15, when you made the two deposits?

Hello.

It's a no on all questions

Thank you very much, Veven, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Veven,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rolletto Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rolletto Casino,

Could you please provide detailed information regarding this case and explain the reasons why the player's account has not been closed despite the multiple self-exclusion requests?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for your message.

Dear Veven, we truly apologize for any inconvenience this may have caused. We understand the importance of responsible gaming and take such matters seriously.

Upon reviewing our records, we can confirm that your request to close the account was received on April 19, 2025, and the account was closed on April 20, 2025.

Unfortunately, we did not receive any prior self-exclusion request before this date. While we acknowledge there may have been an attempt to contact us earlier, there is no verifiable record or follow-up in our system that would have triggered account closure.

We also confirm that two deposits totaling €395.02 were made on April 15, 2025, before the closure.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for your response and the clarification.

Could you please confirm the email address the player used to register at your casino? According to the correspondence shared by the player, your support agent was unable to locate the player’s account using the email address the player used to contact support. For your reference, the player’s provided email address is listed beneath each of their posts.

Thank you for your cooperation.

Hello!

On 6 december I told them my Username. So they were well aware of who I was.

Hello Veven,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rolletto Casino,

Thank you for your clarification.

Based on the email threads shared by the player, it appears that communication continued after the support message advising the player to contact support using his registered email address. Am I correct in understanding that this was an automated message sent because the email address was not found in your database? However, as mentioned, the player continued the correspondence by providing his username and submitting another inquiry, yet there was no further response from your support team. Could you kindly clarify why these additional inquiries were left unaddressed?

Your cooperation is greatly appreciated.

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 Kubo,

Thank you for the information, and please accept our sincere apologies for the delayed reply.

We’ve reviewed our records, and the only email we initially received was regarding an account closure request. It came from an address that wasn’t found in our system, which is why our automated response was triggered on December 6th, asking the user to contact us from their registered email address.

Unfortunately, we didn’t receive any further communication until April 19th. If it doesn't go against your policies, would you mind sharing the emails the player mentioned? It would help us look into this more thoroughly, as we only have two emails on file, one from December 6th and another from April 19th, and nothing in between.

We truly appreciate your cooperation and understanding.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for your clarification.

The correspondence in question began on December 5, 2024, when the player reached out via email to report a gambling problem and requested a refund. He believed that, following his self-exclusion request submitted on October 2, 2024, to another casino operated by Santeda International B.V., he would be excluded from all associated platforms.

An automated response was triggered by your system on December 6. The player followed up on the same day by providing his username and again on December 8. However, he received no reply to either message. According to the player, there was no further correspondence between December 8 and April 19, and as such, we do not have additional communication to share for that period.

What is concerning, however, is that when the player contacted your support team again in April - using the same email address and reaching out to support@rolletto.com - he did receive a response, despite the email address reportedly not being in your system. Could you kindly clarify why there was no reply to the player's earlier messages in December, while support did respond in April?

I would appreciate your explanation on this matter.

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 Kubo,

Thank you once again for your continued follow-up and for allowing us to clarify this matter further.

After a thorough review, we would like to confirm the following:

On December 6, 2024, we received an email from david.wikstrom@hotmail.com, which did not match the email registered on the player's account at that time (registered as *@.con). Our system sent an automated response requesting the player to contact us from the correct, registered email address.

According to our records, no further messages were received in December, including on December 8, and therefore no additional action was taken at that time. If the player believes emails were sent but not received, we would appreciate it if you could share those copies to support further investigation.

The next message we received was on April 19, 2025, again from david.wikstrom@hotmail.com. On April 20, we received a request to update the registered email address, which we approved following internal verification. Only after updating the registered email were we able to proceed with the self-exclusion and close the account, in line with our internal policies.

Best regards,

Rolletto Team

Dear Rolletto Casino,

Thank you for the clarification.

Dear Veven,

Following a thorough review of all relevant circumstances in your case, I regret to inform you that we are unable to proceed further with the investigation. This decision is based on the following reasons, which are aligned with our policies for handling self-exclusion-related issues:

• Lack of follow-up for over 4 Months:

We acknowledge the technical limitations that, unfortunately, still exist even in 2025, including possible delays or message losses due to high volumes of incoming communications. As a result, casinos often rely on automated systems to manage incoming requests. While this automation is helpful, it can occasionally lead to messages being missed or incorrectly filtered. In your case, there was no follow-up on your initial request for over four months. Additionally, your continued communication occurred within the same email thread and from an email address that was previously flagged as invalid. No alternative communication channels were used to confirm receipt or ensure proper handling of your request.

• Email typo and responsibility for accurate information:

It appears there was a typographical error in the email address you used to submit your request. Unfortunately, it is the player’s sole responsibility to ensure that all personal information provided - particularly when initiating important requests such as self-exclusion - is accurate. The casino's system is not designed, nor expected, to detect and correct email discrepancies. As such, your message could not be properly processed.

Given these circumstances, we are unable to support your position in this matter and must respectfully reject your complaint as unjustified.

We truly regret that we cannot offer a more favorable resolution on this occasion. However, should you face any future issues with this or any other casino, please feel free to contact our Complaint Resolution Center. We remain committed to helping players receive fair and timely support.

Thank you for your understanding.

Best regards,

Kubo