The player from Switzerland had a pending withdrawal of 490 euros and had completed the necessary verification. Despite providing additional documents, he experienced slow communication and a lack of responsiveness from the casino's finance team regarding his request. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future should he choose to resume communication.
Rollino Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €490
Rollino Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Hi, I have requested withdrawing 490 euros. I verified on there website. Its been pending for days. I had been told to verify with the finance team further. So I provided further documents. But they do not communicate. They are very slow emailing back and don't look like they want to process my withdrawal.
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7 months ago
Dear nathanlees,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified? Is it possible for you to check the verification status of your documents or account?
- When did you request a withdrawal from the casino? Is it still pending in your account?
- When was the last time you were in contact with casino support regarding the delay in verification and payout?
- Could you please list which documents you provided to the casino so far?
Looking forward to hearing from you.
Best regards,
Tomas
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7 months ago
Dear nathanlees,
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.
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7 months ago
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
