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Dear copanoya,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was any of your payment methods successfully verified in the past?

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,

Petronela

Hello Petronela

Unfortunately, my last payment request was rejected again today, although I was informed of the following on January 28th, 2022:

"Dear User,

Your last withdrawals were rejected due to verification.

Since you completed it, you're free to try different methods.

Best regards,

Lily / Support Agent."

I tried all possible withdrawal methods (Paysafecard, SWIFT, SEBA, Bitcoin, Ecopayz) - no chance. Neteller is also suggested - but I would have to deposit via Neteller first -, Skrill (I don't have an account) and various crypto currencies, for which I would not have to open extra wallets.

I don't know what else I can do.

Best regards

copanoya

Hallo Petronela

Leider wurde meine letzte Zahlungsanforderung heute wieder abgelehnt, obwohl mir am 28.01.2022 folgendes mitgeteilt worden ist:

"Dear User,

Your last withdrawals were rejected due to verification.

Since you completed it, you're free to try different methods.

Best regards,

Lily / Support Agent."

Ich habe es mit allen mir möglichen Auszahlungsmethoden versucht (Paysafecard, SWIFT, SEBA, Bitcoin, Ecopayz) - keine Chance. Es werden mit noch Neteller vorgeschlagen - dafür müsste ich aber zuerst via Neteller einzahlen -, Skrill (habe ich kein Konto) und verschiedene Crypto-Währungen, für welche ich aber nicht extra Wallets eröffnen müsste.

Ich weiss nicht, was ich noch unternehmen kann.

Beste Grüsse

copanoya

Thank you very much, copanoya, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi copanoya,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Rolletto Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

We received a message from the casino that they were sorry for the delay and that they would reply to the complaint soon. We will give them two more days.

Dear copanoya,

The delays in the casino's replies are allegedly caused by Covid. Has there been any news in the meantime?

Dear Peter

Unfortunately there is no news yet. However, on February 16, 2022, I applied for a payout again. The status is still "Processing". I keep you updated.

Thank you for your support at this point. Let's hope I'll still get the money.

Lieber Peter

Leider gibt es noch keine Neuigkeiten. Ich habe am 16.02.2022 aber nochmals eine Auszahlung beantragt. Der Status ist nach wie vor "Processing". Ich halte dich auf dem Laufenden.

Vielen Dank an dieser Stelle für eure Unterstützung. Hoffen wir, dass ich das Geld doch noch erhalten werde.

Dear copanoya,

Even though I was told that someone would be responding to your complaint, it's been three weeks without a reply. I’m afraid, there is not much that can be done without cooperation from the casino's side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to speed up the processes. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=rolletto.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We just received the following email from the player:

"Der Betrag wurde heute meinem BTC-Wallet gutgeschrieben. Herzlichen Dank nochmals für eure Unterstützung."

We are changing the status of the complaint to "resolved".

Thank you copanoya for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter