Rolletto.com Support and Complaints Thread

Dear Daniel Archer,

Thank you for providing the screenshots. Please send us your casino username via private message so we can contact the casino and inquire further about this issue and why your bet history is not showing.

Thank you.

Thank you.

I have responded with this information.

They were emailed twice yesterday but have failed to respond. If I can get all the data exported to excel, I can use this to evidence the money going.

Thanks,

Thank you Daniel Archer for providing your casino username. We've contacted the casino rep and will let you know as soon as we receive a response from them.

Good afternoon,

Thank you for your help. Hopefully they will get me the data or get this resolved.

i had no response to my last emails so i sent one again today, but that person has no knowledge of my previous contacts. They have asked me to explain the issue.

Do you know if they even escalate to anyone to properly review these things?

Dear Daniel Archer,

We have received the following response from the casino rep:

Upon reviewing the ticket, we found that the user’s game was not completed when the system initially considered it a win. Once the game ended, the data was updated, and the system deducted the amount. As an exception, we will refund the deducted amount.

Please let us know once you receive your refund.

Yes this has been resolved.

Thanks you.

Dear Daniel Archer,

Thank you for letting us know. We will mark this complaint as RESOLVED.

I did have another query which i flagged and provided screenshots previously. The Rolletto website advises they are licenced and provided screenshots the details of who this is with. When I tried to escalate to this organisation, they advised that they don't have a licence with them? Could you provide any clarity around this?

concerned that they are falsely advertising? They were also terrible with this situation which makes me see that they don't operate as they should. No clarity or information was provided, they were just hoping I would go away and blamed me. Tell me I had spent the funds, knowing I hadn't. 
 

thanks,

Hello Daniel Archer,

Which regulator exactly did you contact?

Thank you.

Hi all,

I signed up at Rolletto last week and already fullfill all the KYC procedures up front. (ID, proof of address, images of CC, etc.) After this I deposited EUR 250.

Won relatively quick a big amount playing slots , leading into a withdrawal of EUR 7.500 EUR. As it was this big, I did it via SEPA wire back to my German bank account, instead of back to my credit card.

The withdrawal was processed and is labelled as 'succes' on the website and processed on the 28th of Oct on their side, which was also confirmed by customer service when I asked about it.

As per now the money didnt hit my account. Per T&C the withdrawal should be finished within 3 banking/business days, which is now the case. Should I get worried??

BR

Hello galactico,

First of all, welcome to LCB.

If your account has been verified and the withdrawal marked as successful, there should be no cause for concern. Allowing a few more days, especially with the upcoming weekend, might be helpful. However, if you’d like us to reach out to the casino representative and check your account, feel free to send us your casino username via private message.

Thank you.

Hi Jovana,

Thanks for the reply.

Ok I will wait this day for the funds to arrive yes or no. If they are not in end of this day I will send a private message.

Thanks 

Money still not in , so sent you a private message.

BR

Dear galactico,

Thank you for sending your casino username. We contacted the casino rep and will let you know as soon as we hear back from them regarding your case.

Dear galactico,

We've received a response from the casino rep stating that the withdrawal has been completed from their side. Their relevant team is working on it and once the process is complete they will provide you with the necessary documents.

Ok Thanks. I have sent them an email as well in the meantime.

Dear galactico,

Any updates regrading your withdrawal?

Appartenly the IBAN I gave could not take the withdrawal. Gave them antoher IBAN and now I received the money on my bank account.

Thanks

Great news, galactico!  Glad we could help!

We will now mark this case as RESOLVED.