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.

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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