Rolldorado Casino - Player's withdrawal is delayed by casino.

Casino: Rolldorado

Complaint:

I would like to file a complaint regarding Rolldorado Casino and the unjustified delay of my withdrawal.

I registered on the platform after seeing a promotion offering a 50 PLN free bet for correctly predicting a Champions League match result. I won 430 PLN from this free bet.

In order to withdraw my winnings, I was required to make a deposit and wager it once. I deposited 80 PLN and fulfilled the wagering requirement. After playing, my total balance increased to 680 PLN.

I requested a withdrawal on April 19 via Skrill.

Since then, the casino has repeatedly delayed the process by requesting verification documents. I have already submitted:

Proof of identity

Proof of deposit

Source of funds documentation

All documents have been provided multiple times and no specific issue has been identified by the casino. Despite this, I continue to receive the same generic responses asking for documents I have already submitted.

This behavior appears to be a deliberate delay tactic to avoid processing my withdrawal.

I am requesting:

Immediate completion of the verification process

Approval and payment of my withdrawal (690 PLN)

I am fully cooperative and have complied with all requirements. I believe the casino is acting in bad faith by unnecessarily prolonging the process.

I am ready to provide all supporting evidence (emails, screenshots, transaction confirmations).

Thank you for your assistance.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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 understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello Attyla,

Thank you for your response.

I have fully cooperated with the verification process and provided all requested documents multiple times.

First, I completed the initial verification through the casino website using camera verification (selfie) and my ID document.

After that, I was asked to provide proof of deposit, which I submitted. Additionally, I provided:

employment contract

payslip

bank statements confirming my address

Skrill e-wallet statement (used for the deposit)

bank statement from another account for the last 3 months

Despite submitting all of the above documents, I keep receiving the same repeated response from the casino stating:

"Please note that this document was already reviewed by our responsible team and not accepted. We kindly remind you that we need a document showing the transfer of the funds deposited into our Casino."

However, I have already provided such documents multiple times, including Skrill transaction history and bank statements clearly showing the source of funds.

It seems that the casino is ignoring the documents provided and repeatedly asking for the same information without specifying what exactly is missing or incorrect.

I kindly ask for your assistance in resolving this issue, as I have done everything required from my side.

I can provide all documents and communication as evidence if needed.

Thank you for your help.

Kind regards,

[Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello, thank you for your answer, this has been going on since April 19 and there are a dozen or so messages that are often repetitive, I sent them after their last message, 3 payslips of the employment contract and the contract itself, plus full statements, identity documents, Skrill payout screen with payment and withdrawal details, I feel like a fraud and I only want my honest money.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Kazio1981,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rolldorado Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for raising this matter with us.

Please note that the player is currently undergoing a verification process, in accordance with our Terms & Conditions and standard compliance procedures. These checks are conducted as part of our regulatory, KYC, and AML obligations, as well as our fraud prevention measures.

At this stage, we have requested the player’s April payslip and are currently awaiting its submission. Once received and reviewed, we will be able to provide further updates regarding the case.

We thank you in advance for your cooperation and understanding.

Kind regards,

Rolldorado Casino

Dear Kazio1981,

Please provide the casino with the requested documents and let us know once you have done so.

Thank you in advance for your cooperation.

Hello Martina, I sent the same documents again, exactly 14 attachments, including this salary slip from April :)

Hello Martina,

I would like to point out that I have already submitted more than 14 verification documents during the last month.

Previously, I was informed that only my April payslip was missing. I provided the requested document, however now the casino is again requesting documents that were already submitted before, including proof of deposits and source of funds documents.

Every time a different support agent responds, and the verification process keeps restarting from the beginning. This has been going on for over a month and my withdrawal is still delayed.

I fully cooperated with the verification process and provided:

ID documents

proof of address

bank / payment method verification

proof of deposits

payslips / source of funds documents

Despite this, the casino repeatedly asks for the same information again without clearly explaining what exactly is missing or why previously accepted documents are no longer sufficient.

I kindly ask the casino to specify clearly:

Which exact document is still missing,

Why the previously submitted documents were rejected,

And when my withdrawal will finally be processed.

At this point, the verification requests appear excessive and repetitive.

Thank you for your assistance.

Hello Martina,

I would like to clarify an important point.

The casino previously informed me that the only remaining document required was my April payslip. After waiting, I submitted the requested payslip exactly as instructed.

However, immediately after providing it, the verification process suddenly restarted from the beginning and I was again asked for documents that had already been submitted multiple times before, including bank statements, proof of deposits and source of funds documents.

This is the main issue.

I already provided these documents earlier during the verification process. The casino never clearly explained why the previously submitted documents were insufficient, rejected or supposedly missing again.

So first I was told:

"Only the payslip is missing."

Then after sending the payslip:

the casino started requesting the same documents all over again.

The verification has now been ongoing for over a month despite my full cooperation and more than 14 submitted documents.

I kindly ask the casino to explain:

why the verification process was restarted after I submitted the requested payslip,

which exact document is genuinely missing now,

and why previously submitted documents are repeatedly requested again.

Thank you.

Dear Rolldorado Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Kazio1981´s verification process.

Please let us know at your earliest convenience.

Dear Kazio1981,

Thank you for providing the requested payslip for April.

We would like to inform you that the document has been successfully accepted, and you may now proceed with withdrawing your balance.

If you encounter any issues while requesting a withdrawal or have any further questions, please do not hesitate to contact us.

Best regards,

Rolldorado Casino

Thank you for the update.

I can confirm that my account has now been unlocked and I appreciate that the April payslip was finally accepted.

However, I would also like to note that the verification process was extremely long and stressful, especially because I was repeatedly asked for documents that had already been submitted before. This created a lot of uncertainty regarding whether my withdrawal would ever be approved.

At this moment, I am waiting for the withdrawal to be successfully processed. If everything is completed correctly, I will confirm that the issue has been resolved.

Thank you to Martina and Casino Guru for assisting with the mediation process.

Thank you Rolldorado Casino Team, do the good news!

Dear Kazio1981

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.