Rolletto Casino - A conta do jogador foi encerrada sem motivo aparente.

Hello,

My account was suspended due to an alleged breach of terms, which I didn't commit. And now they took away 73,98€.

And I did nothing wrong, i only logged in to my account via phone and pc. Im fully verified on their site.

Please help me, so I can get my earned money. See the photo attached.

Thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

no, nobody from my household or from my devices made accounts there. Only me.

No, i didn't use any VPN.

No, i didn't manage to make successful withdrawal.

I played some casino games( like Big Bass Splash), and some sports betting.

Kind regards

Dear s1ko07

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rolletto Casino representative to join this conversation.

Dear Rolletto Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 player,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear Mirka,

We apologize for the delayed response. Following an internal review, a breach of the website’s Terms and Conditions was identified, based on shared IP and device usage and indicators of coordinated sports betting activity. The relevant information and supporting evidence have been shared with CasinoGuru. The resulting action was taken in accordance with our compliance and fair play policies.

Best regards,

Rolletto Team

Hello,

can i also see those evidence?

I was the only one who played on my account, i travel alot and i used my phone and my laptop.

I did nothing wrong, and you shouldnt take my fairly earned money just like that.

Regards

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your cooperation.

Hello Mirka,

Thank you for your assistance and effort.

Regards

Dear Rollete Casino,

I sent you a message.

Thank you for your cooperation.

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 player,

Could you please confirm, if there might have been any situation, in which someone else used your device to log in into their casino account, or you used someone else's device to log in to your account?

Thank you.

Hello,

i used my pc at work, my pc at home and my phone. Nobody else used or connected to my account.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear Rollete Casino,

I sent you a message again, this time on email, since there seems to be a technical problem on our previous communication channel. Please check your inbox.

Thank you.

Hello,

What is happening? Why is the casino ignoring us? It's really not fair that they took my earned money and then they don't even respond for 1 month. How can this be resolved faster?

Regards

Hello,

We would like to clarify that this case has not been ignored. All relevant details and supporting evidence related to this matter have already been shared with CasinoGuru through the appropriate channels and are currently under review.

The actions taken were based on our internal investigation and in line with our Terms and Conditions and fair play policies. We remain fully cooperative and available should any further clarification be required.

Kind regards,

Rolletto Casino Team

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear Rolletto Casino,

Please check your messages. Thank you.

Okay, thank you for the update.

Any news yet?

How do they not understand that i did nothing wrong? I just connected to my account from different devices, and i dont see if that's the reason to steal my funds.

Dear Rolletto Casino,

I sent you a message with a request for further evidence needed for investigation.

Please note, this is your last chance to cooperate in this matter. In case you are unable to provide sufficient evidence or reconsider your decision, the complaint will be closed as unresolved.

Thank you for your understanding.

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 Mirka,

We confirm that all the necessary information and supporting details regarding this complaint have already been provided from our side.

Please let us know if you require any additional clarification.

Best Regards,

Rolletto Team

Dear player,

I am extending the timer, since we need to discuss the issue internally. I will notify yoiu, if there are any updates.

Dear player,

Unfortunately, the casino has not provided me with sufficient evidence. Based on our assessment, the provided evidence does not sufficiently justify the confiscation of funds and account closure. However, without cooperation from their side, there is little we can do at this stage.

I will proceed with marking the complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for.

Should the casino decide to respond in the future, we will reopen the complaint and notify you via email.

If you would like to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka