Rolletto Casino - Der Turnierpreis des Spielers wird verspätet ausgezahlt.

I took part in Rolletto’s Slot Race tournament ending on 16 September 2025 at 00:00 UTC. I finished in second place, which according to the promotion terms secures a prize of £800.

The prize has never been credited to my account.

My bonus feed shows the £738 bonus from 8 September, but there is no entry for the £800 Slot Race prize.

I have attached screenshots of the leaderboard results and my bonus history to confirm this.

I contacted support multiple times by live chat and email. Each time, they simply tell me "the prize was credited," but they refuse to provide any proof (no date, no transaction time, no ID).

I specifically asked for:

The exact date and time the prize was credited.

An explanation of why it does not appear in my bonus feed if it was credited.

These two questions remain ignored.

Rolletto’s support has sent me the same canned answer several times now, while avoiding these basic requests for evidence.

Requested Resolution:

Credit the £800 Slot Race prize to my account as per the promotion terms, or

Provide verifiable proof (date, time, transaction ID) showing when it was credited and why it does not appear in my bonus history.

Attachments:

Leaderboard screenshot showing my second-place result.

Bonus feed screenshot showing the £738 on 8 September but no £800 prize.

Copies of support emails showing repeated claims without proof.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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. 

• Have you ever participated in a tournament before? If you have, were your winnings credited successfully?
• Did you pay anything to participate, or was it a free tournament?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear mcampbell8o,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru