Rolletto Casino - El reintegro del jugador se ha retrasado.

This is a copy of an email sent to Rolletto.com.

They have not responded

I'm sadly writing this to express my disgusting and unfair treatment at Rolletto.com. 

On Friday, I withdrew £1000, and left money in my account to play with.

After a while, I had another £1200 and tried to withdraw that too but I wasn't allowed as the first one was 'pending' 

So ordinarily I reverse the withdrawal and then withdraw the whole amount straight away. But this time I wasn't allowed to, I was told you can't withdraw a pending withdrawal.

There is usually a red cross, but there wasn't, so I spoke to the customer customer who told me I can't.

Also, Friday withdrawals have always gone from pending to Success on the same day, with there being the option to reverse the withdrawal with the red cross button, in between 'pending' and 'Success'.

The only difference this time was the fact I had a balance left.

It was taken 3 days to get to 'success' and in that time £800 has gone - and I am certain this was your plan all along.

Now I have played here years, being loyal and losing plenty of money - which I am never worried about as it is my choice to deposit. 

But to be stopped from withdrawing when I please is wrong , unfair and goes against being a respectful casino.

I have used you for long enough to know this was different this time, and hiding behind 'terms and agreements' will not be acceptable. 

Once I had lost a further £800, I could instantly withdraw £400 as the pending went to success. 

This is manipulation of the system, and preys on the nature of gambling and gamblers

I have submitted a photo or a pending withdrawal that has the red cross, as is always there up until the status changes to success.

Dear Ldm123,

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

Hi, I think you misunderstood.

I am verified, I have withdrawn before. This is about manipulation of how they process withdrawals based on if there is a balance left.

By not allowing reversal, on this occasion, and leaving it pending for the maximum 3 days timeframe, it blocks a second withdrawal. This led me to play through £800 when all I wanted to do was withdraw it

Dear Ldm123,

Have you received your withdrawal from the casino yet?

I don't think you are reading the complaint properly.

I haven't received the £800 because I gambled it due to them not allowing me to withdraw it.

Please re-read the original complaint

Thank you for your reply, Ldm123. I apologize for the misunderstanding. The first messages were automatically generated based on the answers you provided while submitting this complaint.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

At the very least, please amend your review of the casino to highlight how they behave, and how they change the procedures to suit them.

They also have an expired licence and this needs to be addressed.

Please note that we review each casino's safety index regularly. Furthermore, we inform about the casino's missing license in the review:

Due to the aforementioned reasons, this complaint will now be rejected. 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.