Rolletto.com Support and Complaints Thread

Hello, LCB community!
We are hyped to introduce our casino Rolletto here.

Our journey started in 2019, and since then we keep improving to bring our players the best casino experience.
You can ask us anything in this thread, we are always here to help.

Some facts about our Casino:
 
1. Over 5000 +games from the best game providers

3. 100% provably fair games

4. Variety of bonuses (Welcome bonus, Sports Welcome Bonus, First Deposit Bonus, Crypto Deposit Bonus, Progressive Betting)

5. Vip program

6. 24\7 Live chat support (English, Spanish, French, Turkish, Russian, German)
7. Live Casino

8. Sport

9. E-sport (Minigames)

Happy to have you here Teona! 

Thanks for representing your brand on LCB Forums!

Welcome to the Best Forum Teona! Happy to have you here to assist our wonderful members 

Welcome on board! Nice to know you are here to assist us. 

Hi Teona! Thanks for signing up and welcome to our forum! 

Hello Teona, 

Welcome to the forum 

Welcome to our community, Teona! 

Welcome to LCB Teona! Thank you for being available to assist our members! 

Hi Teona, Welcome to our forum

Hello, Rolletto has horrible customer service with arrogant and rude support. I have made withdrawal and it has been approved but not paid, withdrawal is made via SEPA which is instant or maximum 24 hours bank to bank payment. Casino is ignoring and not responding why monies are not paid of 850 gbp fraud casino who do not pay and ignore customers. 
stay away from them please help to return my withdrawal. 

Hello Bb198316,

Could you please send us your Casino Username via private message so we can get in touch with Casino Rep in order to help you finding the best resolution regarding this matter?

Please warned about Rolletto casino they are fraud they have approved withdrawal but have not paid it, withdrawal was via SEPA payment method so transfer from bank account to bank account usually the same day and maximum 24 hours but payment by casino of 850 gbp has not been made. 
customer service rude and arrogant with several different explanations why payment is not made asking to send emails which I have sent but radio silence no response. 
stay away ROLLETTO ARE FRAUD, must be taken licence away. 
Please help to recover my withdrawal please

Just sent private message

Hello Bb198316,

Thanks for sharing your account details with us. We will notify Casino Rep about this issue and once we get a response we will let you know. Keep an eye on this thread.

Monies received an 1 hour ago case can be closed

Hello Bb198316,

Happy to hear that you have received your funds! Enjoy your winnings!

So unfortunately I have suffered with gambling addiction for years. I won some money on this casino in 2022 and asked them to close my account and self exclude me due to addiction. They did at the time

close my account. Unfortunately a family member died recently and this triggered my gambling. I went back to Rolletto and they reopened my account without doing any due diligence checks or anything despite there been clear policies on their website. They are regulated in Curacao which doesn't mean a lot but I have complained to the regulator, they shouldn't have allowed me to reopen my account- I have asked them to refund my losses but they will not respond to me. I have the emails of me asking them to self exclude me

in 2022.

Hello Benl316,

Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to check what was happened with your account and why is reopened again?

Thank you in advance.

Hi there, I was using Roletto since 2022.

I won some money on your platform and withdrew that money. At the time I told you I had a gambling addiction and wanted my account closed indefinitely, my personal data deleted and to self exclude.  In July this year after the death of my family member I started gambling again. 
I returned to Roletto and you reponed my account without doing any due dillegence or looking at what I had said previously. Subsiquently I have lost £4200 I shouldn't have been allowed to gamble on your platform. 
I have sent numerous emails without reply and also contacted the curaçao E gaming who havnt done anything. You should refund this money to me. 

 Copy of email -  28 June 2022

to: [email protected] [email protected] , [email protected]

subject RE - withdrawal Roletto 

hello I have received the payment thank you. I ask now that you close all my accounts and delete my personal data in line with GDPR given the chats I have explained about my gambling addiction. 
 

I will happily leave a positive review for both my stake and Rolletto online

Ben 

28 June 2022

Greetings, 

be informed your account is now close and will be closed permanently. You will be self excluded for a period of 5 years.

Todd/support agent 

Hello Benl316,

Thank you for sharing your account details with us and clarifying this issue. We will ping Casino Rep in order to check what is happening with your account. 

Keep you posted.

Ok thanks , hopefully this matter can be resolved because I'm getting nowhere on their chat function or by email 

<Link removed by moderator Berks>
 

taken from Rolettos website in relation to responsible gambling - " t is our responsibility to ensure that all of our staff are trained to recognise any signs of problem gambling, and to take the necessary steps to protect our members."

Roletto have failed in this duty of care towards me by allowing me to reopen the account without doing any checks or checking if I was self excluded. 
 

even now they still send me gambling promotions and offers ironically the last one coming from their casino rep on here

Hello Benl316,

We have sent them a reminder email, so we are expecting a response from them. Hope that we will get a clarification in shortest possible time.

Keep you posted.

Ok great thanks ! Hopefully they'll reply but wouldn't hold much hope 

Hello Benl316,

We still haven't received any news from their side. We will reach out to them again in hopes that we can get a clarification.

Keep you posted.

They have continually ignored me so let  me know if you get any response as they like ignoring people 

I sent an email to curacao egaming complaints with Roletto copied in , this is what Roletto replied. Taking into account I have sent several emails they have not responded to and have been polite in my manner in all of the emails - 

We havnt received any formal request from the CEG side so please stop sending threats over and over again. 
 

what a joke of a company 

Hi Benl316,

Casino Rep got back to us and provided us with the clarification. They said that they have completed an extensive investigation into your account and noted that you personally requested the reopening of the account. Also they provided us with the proofs of this case, but we are not allowed to share it. 

After reviewing all the proofs that we got, we are considering your complaint as unfound and we will be closing this case and mark it as Resolved.

I don't dispute that I asked them to reopen the account I never have. What I'm saying is they shouldn't have reopened it as I had previously asked for it to be closed idenfinetly and they told me it had been blacklisted. Of course an addict will ask for it to be reopened 

@berks

i don't think you've understood what my complaint is 

Hello Benl316,

We can understand how frustrating and challenging this situation has been for you. It's important to acknowledge that the casino has the discretion to reopen accounts upon personal request. We can see how this would be distressing, especially for someone dealing with addiction.

We encourage you to consider reaching out to the casino to discuss your situation in more detail, emphasizing the initial agreement you had about indefinite closure. Communication is key, and expressing your concerns clearly to the casino may help in finding a suitable resolution.

Furthermore, if you are struggling with gambling addiction, please know that support is available. There are various organizations and helplines dedicated to assisting individuals facing addiction. Seeking their help can provide you with the necessary guidance and resources to manage your situation effectively. You can find help HERE.

Your well-being is important, and it's essential to prioritize responsible gambling practices. 

Hope this will help.

I thought you were here to resolve the complaint. It's pretty clear that they breached their own policy and procedures around safeguarding their customers. I guess that's not important to you. What a joke 

Hi, Just want to go through my current situation and look for any help possible. I joined ROLETTO from a site and It said something about a bonus where you deposit and get 150% or something. I joined, signed up, and deposited. As I was doing my thing gambling I realised I had been given extra money so my first thought was to check what bonus this is. To my understanding, it is not what I signed up for. I went straight to live support to ask if I could Give back whatever money they gave me extra with this bonus and have it canceled. I was told that I couldn't cancel due to not completing the bonus. Which was strange because couldn't I just Cancel and give the money back. Nope! So now im have to bet with my own money on sports which is not something I want to play. Where the odds are completely against me. I deposited most of the money that I had to play. If anyone could help that would be much appreciated.

Hello [email protected],

First of all, welcome to LCB! Glad to have you here. 

Sorry you have faced issues with a casino sign-up bonus.

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Hello [email protected],

Can you please send us your casino username/id via private message?

Hello [email protected],

We will close this complaint due to the inactivity of the submitter.

I completed the verification process in that casino in January and then made a deposit through cryptocurrency LTC, then made a withdrawal my win 115 euros (via cryptocurrency, LTC). It was 1-2 January. 
This week I won 598 euros from freebet 40 euro and tried to make a withdrawal via LTC but my withdrawal was rejected. I asked the support why it was, they answered I needed to take a selfie with my passport and a piece of paper with the following information: first name, last name, current date, username, and name of site. I made it. I tried one more time and it was rejected one more time, I asked the support why it was, and they said because you need to make a video selfie with a piece of paper with the sent-before information. I made it. I tried one more time and it was rejected too, I asked the support why it was, and they answered that I needed to make "Proof Of Identity" (send id card and selfie with peace of paper with first name, last name, current date, username, and name of site  and id card). Right now I am waiting the results but I ask you about help because it looks like they don't want to withdraw my money. 
My username on their site: lot****

Hello B1g4udge,
First of all, welcome to LCB! Glad to have you here. 

Please see our review of the casino here.

Information about the KYC procedure at Rolleto.

• ID card, passport, driver's license
• Proof of address
• Proof of payment method ownership
• Selfie with ID documents
• Video verification
• Time for document verification: 2–3 days

Did 3 days pass since you completed their requests regarding verification?

Thanks in advance for your response.

I received money. Sorry for the inconvenience.

I would say rolletto didn't do me good way back in 2021.. Deposited with then only to refuse my withdrawals till i decided to wager it all to forget about them & the money.. I would not really recommend them to punters

Hello B1g4udge,

We are glad to hear that.

Thanks for the update. Enjoy your winnings. 

We will mark this complaint as Resolved.

Can we kindly ask you to share with us the information about the winning amount via private message? (How much money have you managed to withdraw?) We collect this data solely to create yearly complaint-related statistics. Thank you!

Hey, how long did you wait for the money. I am having issues with rolletto casino and its been 20days I am not getting anywhere with this casino 

Hello Gaz8087,

First of all, welcome to LCB! 

Could you please provide us with more information about your case? Have you gone through the verification process? What does casino support say about the delay in your withdrawal?

If you wish, please provide us with your casino username via private message so that we can get in touch with the rep and try to assist you further.

Thank you!

Hello Gaz8087,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message. 

Hello Gaz8087,

Since we never received your username we'll consider this case CLOSED due to the submitter's inactivity.

Good Afternoon,

I have had money stolen from my balance by Rolletto on 05/10/24.
I have been liaising with them since, however they have refused to provide me any of the data I have requested. 

I deposited £200 & around £120/£130 was removed from my balance whilst playing a game. I have asked that they review my balance & spins, this will show the balance reduces and evidence the amount that disappeared. They haven't provided any information at all & are just saying that I have spent the funds.

The funds were 100% removed from my balance and can't be seen on the transactions anywhere. I don't believe they have taken my complaint seriously and mustn't have investigated this properly. I have requested the data since the £200 deposit in excel format as I would separate this and provide evidence to support what I am saying, however they have refused.This is more about the principle of money being stolen and the treatment from customer services than the actual money.

I have tried escalating this externally with the organisation that they claim to have a licence with, however they can't investigate as they claim Rolletto don't have a licence with them. This is a massive concern as they clearly advise this on their dispute resolution section.

I have now contacted my bank and provided the screenshot from their website and the email confirmation that they don't have a licence. This has also been emailed to Rolletto.

Can anyone provide any advice on this? I have never had anything happen on a website like this. 

Hello Daniel Archer,

First of all, welcome to LCB.

Could you please send us the screenshots of your game history via private message?

Thank you for your cooperation.

Good Morning,

Thank you for your response. 
It appears that Rolletto have now deleted my transaction history. I can only see deposit individually. Nothing else appears at all.

i have attached 4 screenshots below.

i presume they didn't like my email querying their licence.

The £200 deposit is the one they took money from the balance and never returned it. The money taken didn't show up anywhere. The transaction data was there before but it has been removed. The times on the original data didn't match the times I was playing either. I was playing at the time of deposits but the data showed it was much later, so I presume it was manipulated.
 

I work in finance and wanted the data as I would be able to complete a full analysis for them and prove what I have advised them.

its very concerning that they can just take money and then not provide you with information you have requested.