Rollino Casino - Player is facing KYC verification issues.

Hi casino guru I am attempting to complete kyc verification however live chat are saying I was sent emails for verification I have not received any email from the casino at all can you please assist

Dear jonesaadam215,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when are you attempting to withdraw your winnings and complete verification in the casino?
• Did you achieve your current balance with the help of a bonus?
• Have you requested the live chat support to relay what was in the emails of the casino's KYC department?
• Are you able to check which documents are required to submit?
• Is it clear to you where the documents required need to be submitted?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear jonesaadam215,

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,
Tomas
Casino.Guru