Rolletto Casino - O saldo da conta do jogador foi confiscado.

I had a balance of £1920 in my account with Rolletto, which I left unused for an extended period.

When I logged back into my account, I discovered that my entire balance had been removed due to alleged inactivity.

I would also like to highlight that I no longer have access to the email address linked to my account. As a result, I did not receive any notifications or warnings regarding inactivity, nor any indication that my full balance could be confiscated.

At no point was I clearly informed within the account itself that failing to log in would result in the complete loss of my funds.

From my understanding, standard industry practice is to apply small recurring inactivity fees after a prolonged period, not to confiscate the entire balance.

I believe this action is unfair, disproportionate, and lacks transparency.

I request:

A full breakdown of all deductions applied to my account

The exact Terms and Conditions clause used to justify removing my entire balance

Evidence that I was clearly and effectively notified that my full balance could be confiscated

I am seeking the return of my remaining balance.

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Dear Gemzo,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue regarding your account with Rolletto.

I have reviewed the Terms and Conditions and found the following clause:

"An inactive (dormant) account is a Player Account which a player has not logged into or out of for 60 (sixty) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 20% of the account balance as recorded on the date inactivity was determined (the ‘Initial Dormant Balance’)."

To better understand your situation and assist you effectively, could you please provide us with further details? The following questions may help clarify the issue:

• On what date did you initially create your account with Cosmobet?
• When was the last time you accessed your account before noticing the balance was reduced or removed?
• Have you tried to contact Cosmobet’s customer support regarding this issue? If so, what was their response?

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,

Petra

I think you've got mixed up with my other case, I had a similar case with Cosmobet. This is Rolletto. Do the same questions still apply?

Yes, the same questions still apply. These are our standard questions that we need to have answered in order to move forward with the case investigation properly.

• We would therefore kindly ask you to please respond to them when possible.

Thank you in advance for your cooperation.

Dear Gemzo,

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.

heres the photos of them stealing my money.

It was roughly March 2025.

Didnt receive any emails at all.

I haven't contacted them having read about some horror stories so I thought I would get in touch with you.

The last time i accessed it was probably June 2025.

I hope this helps.

Dear Gemzo

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 Michal (michal.k@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,

Petra

Hello Gemzo,

This is Michal again. I have taken over this complaint as well.

I have reviewed the case, and as it appears to involve a situation very similar to the one in Cosmobet Casino, I would kindly ask you to provide clarification on the same set of questions previously raised.

Additionally, you mentioned that you accessed your Rolletto Casino account around June 2025. Could you please clarify why the complaint was submitted almost a year after the issue occurred?

Furthermore, could you explain how you lost access to the email address used for registration at Rolletto Casino? In general, most widely used email providers such as Gmail, Yahoo, or Outlook offer standard options to reset passwords or recover account access. What hindered you to regain access to your email, please?

Please note that my intention is to assist you in resolving the matter; however, based on the information currently available, I am struggling to identify any clear indication of wrongdoing on the casino’s side.

I look forward to your clarification.

Hi Michal. Thanks for reaching out.

Just to clarify, when I mentioned logging into the account around June 2025, that was only a rough guess. Thinking about it now, I may not have logged in at that time at all. If I had seen that the balance had already been removed, I definitely would have raised it sooner.

The truth is I simply left the balance sitting there and assumed it would still be in the account when I came back to it. I never expected the full amount to be taken due to inactivity.

Regarding the email address, I no longer have access to it and wasn’t able to recover it, which means I never saw any warnings or notifications from the casino about inactivity or the balance being removed.

My issue is mainly that taking the full balance feels excessive and unfair. I understood inactivity fees to usually be smaller monthly deductions, not the entire balance being confiscated.

Could you please ask the casino to provide:

* the exact term they relied on,

* a breakdown of the deductions,

* and what notifications were sent before the balance was removed.

Thanks again for your help.

Kind regards,

Gemzo

Dear Gemzo,

Thank you for your response and for the additional clarification provided. However, it appears that some of the previously raised questions have not yet been fully addressed.

To better understand the overall circumstances of the case, I would kindly ask you to clarify why you did not attempt to withdraw the funds at the time, while the balance was still available in your account. Additionally, I would appreciate if you could explain what ultimately prompted you to return to the casino after such a prolonged period of inactivity.

I would also kindly ask you to confirm whether my understanding is correct that, rather than first contacting the casino directly in an attempt to resolve the matter with them, you chose to submit a complaint to us.

Your clarification on these points will assist in continuing the review of your complaint in a thorough and fair manner.

Hello Michal,

Thank you for your message.

To answer your questions honestly, I did not withdraw the funds because I simply assumed they would remain in my account until I decided to return. I was not actively gambling during that period and did not think the balance would eventually be reduced to zero due to inactivity charges.

The reason I returned to the casino after such a long period was simply that I decided to check my account again and potentially resume using the site. It was only then that I became aware that the balance had been removed.

Had I realised that inactivity fees would continue until the balance was completely depleted, I would have withdrawn the funds much earlier.

Regarding contact with the casino, I do not recall making a formal complaint to Rolletto before submitting my complaint to Casino Guru. Once I discovered that the balance had been removed, I sought independent assistance through Casino Guru in order to better understand the situation and whether the deductions were justified.

Thank you for your continued assistance with this matter.

Kind regards,

Gemzo

Thank you for the additional clarification.

As mentioned in my response to your other Cosmobet Casino case, communication from the casino side represents an important aspect of this matter. Nevertheless, in this case, as access to the email address used for your Rolletto Casino registration was lost, it appears that the primary limitation in receiving important account-related notifications stemmed from your side.

Policies regarding dormant or inactive accounts are widely applied within the online gambling industry, as casinos are not intended to function as financial institutions for the long-term storage of player funds. For this reason, dormant account fees are generally common practice.

I have found this rule in the Rolletto Casino Terms and Conditions:

14. DORMANT ACCOUNTS

An inactive (dormant) account is a Player Account which a player has not logged into or out of for 60 (Sixty) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 20% of the account balance as recorded on the date inactivity was determined (the "Initial Dormant Balance").

You authorize the Company to debit this fee from Your Player Account at the beginning of the month following the day Your Account is deemed inactive, and at the beginning of every subsequent month that Your Account remains inactive. The fee will be calculated as 20% of the Initial Dormant Balance each month, regardless of subsequent balance reductions. The Company will cease deducting the fee when the Account balance reaches zero or if the account is re-activated through login or other account activity.

For avoidance of doubt, if the remaining balance in the dormant account is less than the equivalent of 10 in any currency, the Company reserves the right to deduct 100% of the remaining amount as a final administrative fee.

While I can agree that the fees applied by Rolletto Casino as well as Cosmobet Casino appear considerably higher than what is typically observed within the general industry standard, casinos are generally entitled to apply fees to dormant or inactive accounts.

When assessing the matter strictly from a contractual perspective, the applicable Terms and Conditions—which were accepted upon registration of your accounts—do include provisions regarding such fees. As such, this should have been taken into account when leaving the accounts inactive for an extended period.

That said, I will continue communicating with the casino team in an effort to explore whether a reasonable resolution to your case may still be achievable.

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

Dear Rolletto Casino,

Could you please provide a detailed explanation regarding the confiscation of funds from the player’s account?

In particular, we would appreciate clarification on how and when the player was informed that their funds could be subject to confiscation due to prolonged account inactivity, including the specific channel(s) through which this information was communicated.

If there are any additional relevant factors or supporting evidence that cannot be shared publicly, you are welcome to forward them directly to me at michal.k@casino.guru for independent review.

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 Michal,

The player's balance was reduced in accordance with Section 14 of our Terms and Conditions regarding dormant accounts.

We can confirm that the player was notified in advance regarding the upcoming dormant account fees prior to any deductions being applied. Should it assist with the review of this complaint, we are able to provide supporting evidence of these notifications for your independent assessment.

Please let us know if any further information is required.

Rolletto Team

Dear Rolletto Team,

Thank you for your response. I would appreciate it if you could share the notifications sent to the player regarding the impending application of dormant account fees, including the corresponding timestamps, prior to any deductions being made. This evidence seems to be quite important for the assessment of this matter.

Thank you for the evidence provided, Rolletto Team.

Dear Gemzo,

I would kindly ask for your response to the points raised above. I understand that this situation may be frustrating, and I genuinely want to ensure that we have explored every reasonable avenue of assistance available to you.

At this stage, it would also be helpful if you could clarify how you would expect us to assist you further with this case.

As has already been established, you lost access to the email address used to register your account with Rolletto Casino by yourself. Consequently, the primary obstacle to receiving important account-related notifications originated on your side, as the casino could only communicate through the contact details associated with your account.

In light of this, I am struggling to understand on what basis the casino should reasonably be held responsible for the lack of communication regarding the dormant fees in this particular instance. If you believe there are additional circumstances that we may not have taken into account yet, please do let us know so that we can assess them accordingly.