A mistyped digit in the account number on the payment form leaves the money gone from your bank while your balance stays unchanged, and the most common cause is a reference number that never matched your player account. The same pattern shows up after a failed Rolletto sign up step, a promo code entered late or a withdrawal left half-finished. Each of the four problems below has a cause list, a step sequence and a clear point at which support should take over.

Money left the bank but the casino balance did not move

The player sees a completed payment at the bank and an unchanged balance in the player account, and the difference is usually paperwork rather than lost money.

• The payment reference did not carry the player ID.
• The payment method requires a manual match on the provider side.
• The bank sent the funds on a different working day than the player assumed.
• The account name at the bank differs from the name on the player account.
• The first deposit is being held while identity documents are matched.

1. Open the player account and note the exact player ID shown in the profile screen.
2. Compare that ID with the reference field on the bank receipt; a mismatch explains the missing credit.
3. Check that the full amount was taken once, not twice, so you know whether one payment or two need tracing.
4. Keep the receipt open on the screen, because support will ask for its reference and time.
5. Confirm that the name on the bank account matches the one registered during Rolletto sign up sign up.
6. Look at the transaction history inside the player account before assuming the payment was never credited.
7. Allow for the bank and the payment provider each taking their own turn before the balance updates.
8. Note the time and date of the payment in your own records, then wait before sending a second payment.
9. Contact support with the player ID, the receipt and the amount when the balance stays empty after the payment has fully cleared at the bank.

Support should be contacted once the payment has cleared at the bank and the balance is still unchanged.

Sign-in fails and the account locks after repeated attempts

The player types the password, sees a refusal message, tries again and then finds the account locked, which is usually a mismatch between the typed credentials and the stored ones.

• The password contains a capital letter or symbol that the keyboard layout changed.
• An old password saved in the browser is being filled in automatically.
• Repeated failed attempts triggered a temporary lock on the player profile.
• A second device is signed in and the session keeps being replaced.
• The email address was changed and the sign-in uses the previous one.

1. Stop entering the password after the second refusal, because further attempts extend the lock.
2. Open the sign-in page in a private window so no saved password is applied automatically.
3. Type the email address by hand rather than pasting it, and check the spelling character by character.
4. Switch the keyboard layout to the one used when the password was created and retype it.
5. Use the password recovery link sent to the registered email address if the typed password still fails.
6. Open that recovery link in the same browser and complete the new password in one session.
7. Clear the browser cache and saved passwords for the casino page after the reset.
8. Sign in on the phone browser instead of a desktop if the lock followed attempts on one device only.
9. Wait for the lock period to end before trying again, and do not mix recovery attempts with sign-in attempts.

Contact support when the recovery email never arrives or the account stays locked after the waiting period has passed.

The welcome bonus or free spins are missing

The player finishes the first deposit and sees no bonus and no spin counter, which usually means the code or the opt-in step was left out.

• The promo code was not entered on the deposit screen before confirming.
• The deposit was made after the bonus offer had already been used once.
• The minimum qualifying amount was not reached on that deposit.
• The offer was not activated in the bonus section before the payment.
• Part of the deposit came from a balance that does not qualify.

1. Open the bonus section of the player account and look for the offer status instead of the main balance.
2. Check the deposit history and note whether the code field was filled on that specific payment.
3. Compare the deposit amount with the minimum the offer asks for, since a smaller amount does not count.
4. Confirm that this was the first qualifying deposit on the account, because repeat deposits do not trigger it again.
5. Look for an activation button next to the offer, since some bonuses wait for that click.
6. Read the offer description in the bonus section to see whether spins arrive as a batch or one at a time.
7. Refresh the page in the browser after the deposit has cleared, because the counter can lag behind.
8. Write down the code used, the amount and the time of the deposit before making any further payment.
9. Contact support with those details when the offer shows as inactive after a qualifying deposit.

Contact support once a first qualifying deposit with the correct code shows no active bonus and no spins.

A withdrawal stays pending far longer than expected

The player sees the request marked as pending while the funds sit outside the playable balance, and the usual cause is an unfinished identity or payment check.

• Identity documents were uploaded but not yet matched to the profile.
• The payout method differs from the method used to deposit.
• The bonus attached to the deposit still has wagering left to complete.
• The withdrawal was requested in a period when the team handles requests in batches.
• Bank details were entered with a name that does not match the account holder.

1. Open the withdrawal history and note the status shown for the request.
2. Check the document section for any item marked as waiting or missing.
3. Upload a clear photo of each requested document so the edges and text are readable.
4. Compare the payout method with the method used to deposit, and use the same one where the rules require it.
5. Look at any active bonus and confirm that its play conditions have been fully met.
6. Match the bank account name to the name on the player profile before resubmitting anything.
7. Cancel the pending request only if you intend to change the amount or the method, then submit it again once.
8. Keep the confirmation of the request in case the status stops changing.
9. Wait for the review to finish instead of sending a second request, because duplicates slow the whole process.
10. Contact support with the request reference when the status has not moved after the review period stated for the account.

Contact support if the request stays pending after the documents are approved and the bonus conditions are fully met.

Keep one record of every payment with its reference, time and amount; that single habit gives support everything needed to trace a missing deposit, unlock an account or release a bonus without a long exchange.