Rolletto Casino - Jogador pede reembolso após pedido de autoexclusão ser ignorado.

Hi,

I lost £500 at Rolletto casino on Wednesday the 7th of May. I then contacted them on the evening of the 7th of May via email asking to self exclude for 1 year as I have a gambling problem.

Rolletto ignored this request and did not respond. I then lost another £500 on Thursday the 8th of May which I would like a refund for. They have a duty of care to their players and had enough time to action my request but they didn’t and I’ve lost £500.

I am seeking a refund of the £500 Rolletto allowed me to deposit after asking to self exclude and stating that I have a gambling problem. This should never have happened and is completely unfair, as I took steps to try and self exclude. Please action this ASAP

Dear Hannah867,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing.

Please note that self-exclusion requests are usually processed manually by the casino’s responsible department. For this reason, a delay of a few working days in processing such requests is considered acceptable.

Could you please forward me the emails you sent to the casino on 7 and 8 May? If you have received any response, kindly forward that as well. My email address is veronika.f@casino.guru.

Also, have you completed the full KYC verification process?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi,

I’ve sent you an email with requested screenshots.

Please let me know next steps?

Thanks

Hi,

I still haven’t heard back on this?

thanks

I sincerely apologize for the delay in responding, I was out of the office.

Could you please update me if the casino responded to your account closure request? If so, kindly forward me the email with their reply at veronika.f@casino.guru.

Dear Hannah867,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru