Hello,

I deposited 50 euros to this website and won 700 euros. I then requested a withdrawal through the Bitcoin blockchain.

At the time I requested the withdrawal 700 euros is worth 0.0275 Bitcoin. However they sent me only 0.0025 Bitcoin which is worth only 635 euros. The fee for a Bitcoin transaction is 2 euros at most so this is simply ridiculous. I asked support about this and they told me that the reason I was short changed is because their payment provider charges fees? This makes no sense if I have a balance of 700 euros I should receive the equivalent of 700 euros of maybe minus a small transaction fee of 1 or 2 euros.

I attach the original transaction on the blockchain. Btw this occurred half an hour ago so the exchange rate hasn’t changed at all.

Hello Luc7777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Does your casino account use BTC as main currency or it is in €? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

the account is verified with passport and driving licence. I played with only real funds no bonus. The most recent contact I had was with their live support agent screenshots of which I attached in my original complaint. The account balance is displayed and measured in euros up until the point when you withdraw when you then choose how you want to receive your withdrawal.

Also something I didn’t say in my original complaint if you look at the second screenshot I sent it actually shows that the real fee for the transaction was $1.75.

Hello Luc7777,

Can you please also forward the withdrawal request as currently we can see only the amount you received from the casino.

Hello, I requested multiple withdrawals during the same win streak, then the next morning they processed them all in one transaction. As you can see there are 5 withdrawals for 100 euros and 1 for 200 euros so this comes to 700.

I would like to ask Rolletto Casino to join us and help us resolve the player's issue.

As I fully understand that the price of BTC is constantly changing, would it be somehow possible to prove that how much € did you send to the player?

Hello Casinoguru team and esteemed Luc7777

On these screens, it can be seen that the value drops from 28 to 29, and there is a minor discrepancy. The significant difference can be attributed to the transfer fee from Bitcoin, known as GAS FEE, which was exceptionally high. It's important to note that this fee is also subject to variation depending on the timing of the transaction.

With regards

Rolletto team

Dear Rolletto casino,

Anyone can go on blockchain.com, look up their wallet address and see what the fee for a transaction is. The fee was $1.75. Also Bitcoin doesn’t even have a gas fee you are thinking of ethereum.

Please can you provide further details on how you managed to spend 65 euros on this transaction despite the fee displaying as $1.75

…

Hello the timer is expired

Dear Rolletto Casino,

Please note that we will be forced to close the complaint as unresolved if you fail to provide an answer within the next 7 days.

Dear Luc7777 and Casinoguru team we would like to provide you with detailed information about your case.

Luc7777, you scored a total of 700 euros in 29 numbers, and 700 euros also went out from us, but BTC - Network Fee is deducted from the transferred amount which is

0.00040000BTC per transfer, i.e. 6 - 0.0024 BTC

At the rate of the day when it passed - 700EUR = 0.02744489 BTC - 0.0024 BTC (network fee) = 0.02504489 BTC received.

 TOTAL: 0.02510954 BTC | 680.37 USD

With regards 

Rolletto team

I don’t know how many times I have to explain this,

The fee for the transaction was 6,465 SATS (0.00006465 BTC)

We can view the transaction on the blockchain via this link: https://www.blockchain.com/explorer/transactions/btc/de646f8921a09f9dea4f63e6ea95b9972fb558439c33300f248cf83e0ff17040

On the day that the transaction was sent this equates to a fee of $1.75, now with Bitcoin having gone up 30% since it will show as being worth $2.44.

The casino are somehow claiming that the fee for the transaction was 0.0024 BTC. ($90)

This clearly is not the case as firstly we can see on the public Bitcoin ledger that the fee is $1.75 and secondly if it cost $90 to send a Bitcoin transaction nobody would ever use bitcoin

There are 3 scenarios here

1) The casino is pulling a scam

2) The casino representatives are incapable of reading numbers off a screen

3) The casino have a third party payment provider who handle the transactions and they are being scammed by them

Dear Rolletto Casino,

Was the player ever informed regarding any fees? Can you also please explain who did put those exact fees/transaction or where is it stated? We believe that if the player did request a transaction of $700, while the site claims that the withdrawal has no fees, the corresponding amount should have been paid to him.

If the player would have been informed regarding those fees, maybe he would have use a different payout method. I can understand that the price of BTC is constantly changing but at the time of his withdrawal, his payout was much lower that it should have been.

My problem isn’t even with the way the casino pass the transaction fee onto the player.

Its the fact that the actual fee was less than $2 but the casino are claiming it was $90.

Can the casino submit some screenshots showing where they are seeing that they were charged $90?

Hello Casinoguru team and valued Luc7777,

In our ongoing commitment to safeguarding user interests and preferences, we have credited 65 euros to the user's account. 

Additionally, we would like to clarify that when a user withdraws funds, there are two types of fees involved: a transaction fee (gas fee) and a payment fee. 

The user, on the other hand, considered only one type of fee, and that is what caused the confusion.

We kindly request users to consider this information in the future to prevent any potential misunderstandings.

Best regards,

Rolletto team

There is no payment provider necessary for a Bitcoin transaction.

If you choose to use a payment provider to handle your Bitcoin transactions for you, you can’t then try and pass the costs onto the player especially as you claim to not charge transaction fees.

And anyway you had already claimed in an earlier message on this thread that there was ‘a(chǎn) network fee of 0.0024 BTC’

I have got the money in the account now so this can be closed as resolved.

Dear Luc7777 and Rolletto Casino,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

www.kpvfaw.com