Rolletto Casino - Player believes that their withdrawal has been delayed.

Hi there I signed up too rolletto.com on Saturday. I’ve deposited over 3 thousand but have 6000 on my balance. I fully verified myself with no bonuses etc. Then I got an email saying I had too send a video on with my document and some details on a piece of paper. I’ve read similar peoples issues on here and I’m really worried. I suffer from anxiety badly and it’s through the roof. I hope you can help me please.

Dear Lottiepat19,

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

The withdrawal was processing then they asked for a video which I’ve sent in. Do you think I have nothing too worry about regarding this casino regarding paying out?

kind regards

Dear Lottiepat19,

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.

No they still haven’t replied I’m fully verified and send the video which they haven’t got back too me. I’ve ended up spending the money as there was no way too withdraw!

after messaging you they’ve responded saying it’s been accepted. Did you speak with them? That being said the withdraw option still isn’t available

Dear Lottiepat19,

I’m pleased to hear that your account has now been successfully verified. Could you kindly provide a screenshot of the withdrawal tab so we can better understand how it appears to be unavailable? Additionally, have you received any communication from the casino regarding the issue, now that your account is verified?

I look forward to your response.

Best regards,

Nick

Dear Lottiepat19,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.