Rolletto Casino - Výběr hráče byl zpožděn.

hi I have had a really bad experience with this casino they are promoting services and offers that they don't stand by I was informed I was vip but yet still never receive replies. I have been emailing for over 9 days my withdrawal is taking longer then there maximum time as stated in the tc . I followed there rules but they can't even stick to there own . Please help with the issue

Dear nicodemousful,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hi I have a fully verified account and it has been over the maximum days stated in their terms and conditions. Also I was made a vip user and never received any benefits as stated when you deposit I had a vip manager that never responded to my emails .After stated she was there to help which I never received. Also I filed complaints that had been ignored with yet again no response back to my emails.

Also the withdrawal is still pending and hasn't been approved it has been like this for days now . Support only tell me to wait but I know this is a common issues with some online casinos and you end up waiting months. But what I don't understand is how your deposit is taken straight away on time no delays!!

Thank you, nicodemousful, for your replies. Could you please specify the exact day when your withdrawal was requested?

17th February 2022

They are now stating there is a problem with the bank withdrawals . After around 7 different story's and 9 days later. I only signed up to rolletto casino due to the good reviews it had on this site. I am now beginning to think there is no trust in any online casinos as they all seem to not payout!! As this is now the second online casino this has now happened.

I have now got so much evidence that the story's are different everyday emails from support saying one thing and live chat saying the complete opposite to what they are replying stating the problem is . please look into this complaint as the reviews on here for rolletto casino are clearly misleading and many people may be Robbed of there winnings and the money they put into this casino. Which is rated 8.3 /10. Delay withdrawals for over a week not giving bonus for so called vip poor response no response from vip manager.

I fully understand your frustration, nicodemousful. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

There qill be no point by then as they won't put a stop on my balance to protect my winnings cant you see this is why they make the fake delays I would off been able to with draw 15000 by now but I have lost nearly everything because the long delay no support and the lies .

Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. Could you advise how much is your active balance now, please?

9000 euro from 47000

can I ask why that matters now if that's what your telling me its my own fault. Also I asked them to help me bar my betting isn't that me trying to be responsible

I'll just leave the complaint seems like there is no use seeking support from casino guru as its the fault of the player it seems . Even when I did try to responsible manage my balance but when you get ignored by your so called vip manager and offered no tools to stop betting . Thanks for your help

Please understand that it is nothing unusual to wait two weeks to have a withdrawal fully processed. We advise all the players to be patient and after waiting for a minimum of 14 days, we intervene.

If you have any supporting evidence that you have requested any kind of limits or restrictions and your request was not granted, please do not hesitate to forward those evidence to petronela.k@casino.guru. I will be waiting for your reply patiently.

I have loads

Thank you very much, nicodemousful, for the forwarded communication. I can see that you've been trying the entire time to contact vip@rolletto.com, is that correct? I have checked the Responsible Gambling section on the website, and this is what I found:

"Self-Exclusion

...

In order to set a daily, weekly or monthly deposit limit for your playing activity, please contact our Customer Support team who will be happy to set your limits based on your request.

The daily, weekly and monthly limits begin on the date and time requested by you, and will be reset once your requested period has expired. 

Time Out Period

If you need a break from gambling, please contact our Customer Support team and ask them to temporarily close your account. 

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."

Could you please advise if you have tried any other emails or channels to address your request when the first emails remained unanswered?

Thank you.

yes I have that to and live chat is support

I can send the chat where I've asked and emails I have

Please do.

one last thing sorry the only reason why I contacted the vip manager more then support .Because if you get an email stating their your personal vip manager and they can help you with all my concerns . I think anyone would rather contact a manager then a support agent as they have more powers and usually act quicker! But that was not the case

Thank you, nicodemousful, for the forwarded emails. I have checked everything carefully. Please understand that not all the requests of the players can be accommodated due to their technical nature. So-called "panic button" that would switch off the betting option is not standard or a must for casinos. You have been advised by live chat to restrict your account by closing it for a certain period of time which would help to protect your winnings. Unfortunately, you haven't opted for this option.

My only recommendation would be to close your account temporarily so your winnings are not all lost before you'll get them. Please bear in mind that you won't be entitled to any refund.

Keep me informed how you'd wish to proceed

Well I will but that doesn't take away the fact I was asking my vip manager to help me to restrict my account thst was the support I received 9 days after the win but okay I see there is nothing I can do

Please keep me informed about any further developments. I wish I could be of more help.

I will its be two weeks tomorrow no process still pending . Not interested to tell the truth now give up to much time spent chasing nothing .These online casinos know what their doing its a shame there's nothing we as players can do other then stay away and don't be quick to think you can win and benefit from these online casinos as its all abit too good to be true!!

update well here is proof they delayed. so i lost all my winnings yesterday .I had one withdrawal pending and today lord and behold my withdrawal processed after 9 days and losing the remaining balance such a dirty game.

one last thing I want to let you know there is such a thing on rolletto that is able to put a restriction or bar on playng the games . There is a case open with rolletto on here where a guy who won 150k was able to be bared from being able to play the games but still able to login . Please look that complaint up and read it!! and he did not need to self exclude to be able to do this

Daer nicodemousful,

I'm very sorry to hear that you have lost all your winnings. I assume that you didn't follow our advice to close your account temporarily and kept on playing.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

your help is different to what other have received I have taken my complaint elsewhere as I feel you are unable to help anyway

I wish I could be of more help. I’m sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.