Rolletto Casino - Los jugadores depositan en un casino hermano.

I opened an account with GoldenBet, but decided to self excluded from the casino, as I struggle to control my betting addiction.

The self exclusion was actioned last month and I have an email response saying that my request had been actioned and account closed.

Due to my addition, I opened an account Rolletto, which I now understand is part of the same group - I was able to open the account and deposit more than £18k in less than two week.

Both GoldenBet and Rolletto are owned by Santeda International B.V - this is advertised on both sites.

Both sites state the following - showing the same registration number and address. 

Rolletto.com is owned and operated by Santeda International B.V. (registration number: 151296

Goldenbet is owned and operated by Santeda International B.V. (registration number: 151296

I have contacted the casino who are stating they are a separate brand and cannot help in any way.

I accept I am partly to blame here, but the casino has a responsibly too.

Dear Mikey999999999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible gambling section, and this is what I found:

Self-Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self-exclusion via email for a period of between 6 months and 5 years. After receiving the request you will be self-excluded in a timely manner. 

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from this casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thank you for your help.

I have now requested a self exclusion with Rolletto and the account is been closed.

Santeda International B.V. are denying the sites are associated - with leads me to believe they know they account with Rolletto should not have been opened.

thanks

Thank you for your reply, Mikey999999999.  please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites. Both casinos do not have a license like, for example, MGA-licensed casinos which support group self-exclusion do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.

As long as your account has already been closed, there is not much we can do. 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.

Understood. Thanks.

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.