You will know each step from a written complaint to escalation beyond the casino.
What Do I Include?
Once a reply leaves you unsatisfied, write to the complaints address with your account e-mail, the dates and what you expected. Keep the earlier reply attached so nothing is restated.
The Written Decision
Within a few days a senior agent reviews the thread and answers in writing, explaining the decision and what changed. Read it against your original request before replying again.
A Final Position
Should that answer still miss the mark, ask for a manager review in the same thread. A manager then reopens the case, looks at the full history and gives you a final position.
Independent Dispute Review
After the casino's last word, you may take the matter to the Malta Gaming Authority, the regulator named on this page, which handles disputes independently of us.
Six Key Facts
Verified Before You Play
It removes the worry that nobody accountable stands behind the account you deposit into.
Short replies on checks, data, languages and licences, so most nights need no queue at all.
trustHow long will the verification of my documents actually take?+
Typically ten hours is what a document check at Roulettino Casino takes. An upload of your proof of identity, address and payment confirmation starts the clock, and the outcome reaches your inbox within that window.
trustCan I escalate it if the first reply frustrates me?+
Write to [email protected] with a summary of what happened and what you want put right. Support reviews it first and answers within twelve hours, as with any e-mail to the team.
trustWhat if I want to see or erase the personal data you hold?+
Send the request from your registered address to [email protected]. The team confirms what it holds and responds inside twelve hours before arranging any export or deletion that applies.
trustDo I need to write in a language other than English?+
English, German, Finnish and Norwegian are the languages the desk covers in writing and on the phone lines. Replies in any of the four arrive within the usual response window for the channel you chose.
trustDo I need my password before I contact the support desk?+
Any one of three details will do: the full name on the account, the address attached to it, or the last four digits of a payment method in your wallet. Passwords are never requested, so keep yours where it belongs.
trustCan I check your licence and who stands behind it?+
The Roulettino Casino permit sits with the Malta Gaming Authority as MGA/B2C/502/2007, granted to a company trading since 2007. Copies of that licence are what complaints can point to if support does not resolve your issue.
Seven Timings
Roulettino Casino Keeps The Desk Open
Straight answers on waiting match the brisk, no-guessing way the casino runs its desk.