The player from Canada had his account closed after winning and submitting the required documents. He received a message stating that the closure was final and that his account could not be reopened. Despite attempts to communicate, he did not receive any replies from the casino. The issue was resolved when the casino paid him his winnings after the complaint was submitted. The complaint was then marked as 'resolved' in our system.
Rollero Casino - Player’s account has been closed unexpectedly.
Amount: €3,793
Rollero Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
Rollero Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.5. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Made several deposits on this casino, no issue with taking my money of course... As soon as I won 3793 I proceeded to send them my documents and they immediately disabled my account and sent me this message
Dear Andreas,
??
?With regret, we have to inform you, that your account was closed by the administration's decision. We sincerely would like to avoid such a situation, but the decision is final. Your account couldn't be reopened, unfortunately.
I have tried emailing them back and are now not replying
?We wish you all the best, and thanks for the days you stayed with us.
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear Propwins26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any additional relevant communication, please forward it to [email protected].
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear Propwins26,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
www.kpvfaw.com
