Complaint #7 Rolletto Sportsbook

Let me play for a week then confiscated my winnings when I tried to withdraw

By jfraney85

1 week ago

I deposited and played on Rolletto for a full week with no issues raised whatsoever — no verification flags, no account restrictions, nothing. The moment I tried to withdraw my winnings, everything changed: on 3 September, I received an email stating my account had been permanently closed for allegedly violating "Article 15" (selling or transferring claims/rights to a third party), and that I could only withdraw my deposit minus a 20% deduction, with all winnings removed.

If they had a genuine concern about my account, why was I allowed to deposit and play completely freely for an entire week? The issue only appeared at the exact moment I asked to cash out. That timing speaks for itself.

I have never sold, assigned, or transferred anything related to my account to any third party — the account was used solely by me. The actual issue was a technical one during SumSub verification: the live selfie step showed as completed successfully, but the passport document upload glitched and failed to go through properly. That is a document-upload issue, not a breach of Article 15, and I offered to resolve it immediately via a live video call or in person if needed.

I disputed this in writing five separate times. In every single reply, Rolletto repeated the wording of Article 15 but never provided one specific fact — no date, no named third party, no transaction, no evidence at all.

On 16 September, I submitted a formal Subject Access Request for my data and any internal notes on this "investigation," with a 14-day deadline under Curaçao data protection law. It has never been answered.

I also asked them to name their CGA-certified ADR provider, which they're legally required to disclose under Article 5.3 of the LOK. They haven't done that either.

What I'm requesting:

Full balance reinstated, including all winnings — a week of trouble-free play followed by confiscation at the exact point of withdrawal, over a document upload glitch, is not evidence of any breach.

A response to my outstanding data request.

Confirmation of their ADR provider.

Full correspondence attached.

Disputed sportsbook Rolletto Sportsbook

Reason Declined payment

Amount $2800

Discussion

jfraney85

4 days ago

Dear AskGamblers Team and Rolletto,I regularly trade and hold cryptocurrency. Because of the high number of wallet and account hacks, I sometimes use a VPN for extra security while trading. I must have forgotten to turn it off at the time. That is the only reason different IP addresses appeared.

The account was used exclusively by me at all times. I successfully completed the live liveness/selfie check during SumSub verification. The passport upload failed due to a technical glitch — nothing more. Transferring or selling this account (or any claim to its balance) to a third party makes zero sense. I would gain nothing and only risk losing my own money.

Rolletto allowed me to deposit and play freely for a full week with no flags or restrictions. The account was only closed and my winnings confiscated the moment I requested a withdrawal. No specific evidence of any third-party involvement or breach of Article 15 has ever been provided — no date, no named person, no transaction, no communication.

I again request:

Immediate reinstatement of the full balance including all legitimate winnings.

A proper response to my Subject Access Request submitted on 16 September.

The name of your CGA-certified ADR provider as required under the licence.

I remain ready to complete any additional verification you reasonably require. Please process the full payment without further delay.

Kind regards

Rolletto Sportsbook

• Representative

4 days ago

Dear AskGamblers Team and jfraney85

Following a review of the account activity, we identified access from multiple IP addresses. The verification process was subsequently initiated from a different IP address in another country through a Telegram bot. We also received an alert indicating potential third-party involvement.

These circumstances raised reasonable concerns that the account information may have been shared with or transferred to a third party. The case remains under review with the relevant department, and we will provide a further update once the assessment has been completed.

Kind regards,

Rolletto Team

jfraney85

6 days ago

Hello,

Thanks all for replying, Is there any update yet?

Thanks

Rolletto Sportsbook

• Representative

1 week ago

Dear AskGamblers Team and jfraneyslotters,

Thank you for bringing this matter to our attention.

We are currently reviewing the account restriction and the balance adjustment with the relevant departments. We will provide an update here once the review has been completed.

Rolletto Team

Rolletto Sportsbook Complaint Stats

Resolved 0 / 2

Avg. Amount $8,001

Avg. Complaint Duration 8 days

Avg. Response Time 7 days

Rolletto Sportsbook Complaints

See all complaints for this sportsbook

Rolleto Sportsbook - Withdrawal page blocked verification and video verification completed

Dear Rolletto Casino Support / AskGamblers Complaints Team,

I am submitting an official complaint regarding the handling of my account and the withholding of my funds.

My user ID / registered email: [your login or email]
Deposit amount: 2,000 USD
Current balance: 13,202 USD

Timeline of events:
• I completed the initial account verification as requested.
• On 20 October 2025, I was asked to complete a video verification, which I did.
• You stated that the verification process would take up to 48 hours, but it was completed only on 3 November 2025 — 14 days later.
• After the verification was completed, I submitted a withdrawal request. Two days later, the request was cancelled, and I was informed that my account was now undergoing an additional “account review.”
• Since then, this review has been ongoing for more than a month, and my balance remains blocked.

I have fully complied with all your verification requirements. However, my funds remain locked, and the review process has been prolonged without a proper explanation. I request that my account be unblocked and that my current balance of 13,202 USD be paid out, or that you provide an official explanation regarding the reasons for the delay and the steps required to resolve this matter.

Best regards,
Gudrat

Unresolved

$13,202