Rolletto Casino - La cuenta del jugador ha sido bloqueada.

Hello. On 4.10.2023 I registered at the Rolletto casino. I topped up my account in the amount of 1002.94 USD. After eight days of playing at the casino, my balance became 3638.67 USD. I completely passed the identity check, but I was refused to withdraw funds. 12.10.2023 my account was blocked for six months without any reason given. I ask you to help me understand this situation.

Dear evgenn100,

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 while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated 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

Hello. I am also very sorry that this happened. I bet on sports, mostly on basketball, because I love this sport and love playing basketball myself. I also played a little live blackjack and baccarat at the casino. Didn't activate casino bonuses. I accumulated my winnings without a bonus. I passed the verification completely, but they refuse to pay me the winnings. I really hope that you can help me.

Thank you very much for your reply, evgenn100. Have you tried contacting the casino regarding this issue? 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.

Hello. They sent me a letter with the text: "We are contacting to inform you that your account will be under the investigation for 6 months as the company reserves the right to do it due to suspicious activities". 

You'll be contacted via email as soon as there's an update. 

In response to this letter, I asked them why they blocked my account and how I could appeal such a decision. To which I was told that I needed to wait for a letter from them with news.

Thank you very much, evgenn100, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello evgenn100,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Rolletto Casino to join the conversation.

Dear Rolletto Casino,

Can you please provide more information on why was the player's account blocked? What is meant by suspicious activity on the player's account?

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 evgenn100,

Although I can understand your frustration, unfortunately, we have received evidence from the casino team that your complaint was purely sports betting-related. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only.

We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal

Casino.Guru