Rolletto Casino – generel debat (side 4)

I hope I get this resolved too.

Thank you

Can another specialist on here take this case on please. I'm just conscious of the time delay, I've already been through so much stress with this casino, I know waiting longer will only cause me further severe stress

I'm truly sorry to say that, but Nick still has two days to get back to you in the complaint thread. I imagine it's hard, but frankly, you have to wait like everybody else. 20 specialists are covering more than 800 complaints; hence, it's not about finding another one.

Please be patient. I sent Nick a note, though it's an exception.

Thanks

I have money in my rolletto account but they wont let me withdraw as when i try to verify my account they refuse to verify me as i had a previous account which i verified myself but i blocked that account.

I sincerely hope that this does not indicate that you have opened another account.

Closing the account is to ensure that you never play with it again. Almost all casinos have policies against opening another one. Please, are you aware of that?

It was a mistake, in my opinion, and you should take care to avoid making the same mistake at any other casino.

The next time, I advise getting in touch with support and then going through the options.

We would need some information to back up your position if we were to have any chance of helping you. Could you perhaps share some ideas?

Let me know, please.

I have made a shocking experience with Rolletto Casino. My huge winnings of 14000€ were not paid, as the Casino said I used multiple accounts, what is not the case. After submitting a complaint here it turns out that there was a IP match with another user because I used VPN. Everything was checked and VPN was clearly allowed at that Casino. Casino Guru asked the Casino to give more evidence than that and the Casino failed to do so for weeks and only gave insufficient evidence. Then finally the complaint specialist told me that the evidence he received from the Casino was not sufficient and Casino Guru are going to demand the Casino for full payout. So far so good, now the shocker.

The Casino all of a sudden found new evidence: another account apparently used my mobile number.. it's hilarious really.. I absolutely don't buy it. All of a sudden they have the clearest evidence that can be there? After submitting failed attempts of evidence before? I am convinced this Casino manipulated evidence in order not to lose rating on Casino Guru. I have sent all the evidence I could find to the Complaint specialist but unfortunatley I haven't gotten a reply for 3 weeks that's why I am writing this for attention. Even if such a Casino will never pay me I will do everything to reveal this fraudulent behaviour!

According to what I saw in the complaint, I'm sorry that it was closed, but Peter made his decision based on what he wrote to you. A rule was broken where multiple accounts were found to be opened from the same IP address with the same phone number. Apparently the casino provided everything that was needed for our team, so apparently there is nothing more to be done.

As much as I hate to admit it, we will have to accept that fact. 😕

I have clear evidence that what the Casino claims can not be true and I have sent it to Peter. Unfortunatley he hasn't seen it (we had the same problem in the past he told my my emails land in his spam). Also, I can not request a reopening of the complaint as I already did so once (successfully). I just want my evidence to be seen and evaluated by someone because I am 100% sure that the Casino has manipulated evidence.

So I'll tell him to look into it, but I'm not promising anything up front, and by that I mean that he'll reopen the case. We'll see what he says.

Perfect, thank you!

Did Peter send you an email or not yet? 

Unfortunatley not yet

Well then, I guess we'll just have to be patient, and I believe you'll get your answer.

All good, I sent him a long mail with loads of new evidence it can take some time I think. I'm just glad he's on it.

Surely let us know the outcome, please.

So he sent me an email one week ago, I responded immediatley but since then no answer.. I hope he received it

And did he somehow conclude it or not?

If the evidence is really good, he will get back to you, I believe.

It's just that he has to deal with many complaints daily, and it is not possible to answer on all emails, especially if they are not relevant.

I hope that you can understand that.

So 10 days ago he wrote to me that the account that used my cell phone number was created in the same month as mine. He also said that he doesn't think the casino is faking evidence because of his long experience with the casino. He hasn't addressed the other evidence yet. I just didn't create another account and used my correct number... I didn't do anything wrong and don't understand why I don't get my winnings. Even if the casino isn't faking evidence and someone really did create an account and use my number, it's not my fault, then the other account should be punished, not me. I have proof that I used my own number. I hope he answers soon...