The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. Her money hadn't been received yet. The issue had stemmed from a delay in the verification process, which had prevented her from withdrawing her funds. She had reported that there was no available online support and she had sent numerous emails to expedite the process. However, the issue was eventually resolved, and the player confirmed that she had received her withdrawal.
Rolletto Casino - Player believes that their withdrawal has been delayed.
Amount: £700
Rolletto Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
I’m unable to withdraw though sent all verification documents in just continuing to say processing on documents and not allowing withdrawal no live chat feature available
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3 months ago
Dear Mumoffive87,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
verification still pending not allowing me to withdraw and no online support available
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3 months ago
Still waiting for account to be verified no live chat available have emailed numerous times and even emailed verification documents not sure why it’s taking so long I just want to withdraw my money
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3 months ago
Still not had my account verified just keep saying wait 48 hours doesn’t take that long to verify account and delaying my ability to withdraw my money
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3 months ago
Dear Mumoffive87,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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