Complaint #7 Rolletto Sportsbook

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

By jfraney85

1 month 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

AskGamblers

• Support Team

1 week ago

Dear @jfraney85,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Rolletto Sportsbook

• Representative

1 week ago

Dear AskGamblers Team and jfraney85,

Following a further review, we can offer the player an additional video verification.

If the player agrees to proceed, we will contact him directly and send a verification link to his registered email address. Once the verification has been successfully completed, we will proceed with further handling of the case.

Kind regards,

Rolletto Team

AskGamblers

• Support Team

2 weeks ago

Dear Rolletto Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Thanks in advance for your cooperation.

jfraney85

2 weeks ago

Hi,

Still no reply from the Rolletto Team here or email, Please could someone chase them for an update it has been a week here now and 3 weeks since they done this.

Rolletto Sportsbook Complaint Stats

Resolved 0 / 1

Avg. Amount $13,202

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