The player from Australia had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had extended the time frame for a response but ultimately had to reject the complaint due to a lack of communication from the player. As a result, no further investigation could be conducted regarding the withdrawal issue.
Rolletto Casino - Player believes that their withdrawal has been delayed.
Amount: A$1,639
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
this casino will not accept my valid id and therefore will not let me cash out my money which is over $1.5k. the customer service was no help and now it won’t let me verify my account at all. i need to get my money out but they are not letting me and denying my valid id.
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1 month ago
Dear hqwhsxjxv8,
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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1 month ago
Dear hqwhsxjxv8,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
