Rolletto Casino - Se cerró la cuenta del jugador y se confiscaron las ganancias.

I am writing to express my deep concern and disappointment regarding the recent closure of my account and the forfeiture of my winnings. Despite my attempts to resolve this matter, my case has not been properly addressed.

My account was closed due to the fact that both my wife and I had accounts with your company, and we share the same IP address. I understand the need for security and the prevention of fraud; however, we have fully complied with your terms and conditions. We live in the same household, and sharing an IP address is inevitable in such a situation.

I attempted to verify our identities and provide any necessary documentation to prove our separate accounts and identities, but my case was not given the proper attention. This has resulted in the unfair loss of my winnings, which I rightfully earned.

I kindly request that you review my case again, taking into consideration the unique circumstances of our shared IP address. I am more than willing to provide any additional information or documentation required to resolve this matter fairly.

I appreciate your prompt attention to this issue and look forward to a satisfactory resolution.

Dear kloi1,

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. 

• Whose account was created first?
• Could you please clarify if any of your accounts were verified?
• Did you both claim any bonuses?

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

Dear Kristina,

Thank you for your prompt response and willingness to assist with my issue. I appreciate your effort to resolve this matter. Below are the answers to your questions:

1. **Whose account was created first?**

My account was created first.

2. **Could you please clarify if any of your accounts were verified?**

Yes, both my account and my wife's account were verified.

3. **Did you both claim any bonuses?**

Yes, we both claimed bonuses as they were part of the promotions available to all users. However, we lost the winnings from the bonuses and actually made a profit from other deposits.

I hope this information helps in understanding our situation better. I am eager to resolve this issue and reclaim my winnings. Thank you very much for your assistance.

Best regards

Thank you very much for your reply, kloi1. 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.

Dear Kristina,

Thank you very much for your reply.

Unfortunately, all the relevant communication between me and the casino took place through live chat, so I do not have any proof to forward. However, I would like to note that my wife's account is still open because there is an amount she hasn't withdrawn, making it inaccessible.

I hope this additional information is helpful. Thank you for your understanding and continued assistance.

Best regards

Could you please confirm that you both always played from your own devices?

Dear Kristina,

Yes, I can confirm that both my wife and I always played from our own devices, using the same WiFi network.

Thank you for your continued assistance.

Thank you very much, kloi1, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi kloi1,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

Hi kloi1,

I got in touch with the casino and I received information that your complaint is sports betting related. Since we only focus on the casino, I'm afraid I won't be able to help you. Can you confirm that you both made bets on sports?

Dear kloi1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.