Rolletto Casino - Player cannot request a withdrawal.

The casino does not pay out winnings for no reason (ROLLETTO.COM - 325 eur )

 MY STORY

- Registered ROLLETTO.COM (login andgam7)

- I sent a photo SEPTEMBER (passport, address, selfie with the date, even later a screenshot of the skrill) 

- Verification passed successfully (screenshot SEPTEMBER)

- Euro deposits skrill (6+45+10+47+45+60+44 - total 257 eur)(screenshot )

- I played slots and sports betting and won 325 euros. I made my first withdrawal order in November

- The casino rejected the payment and demanded another identity verification

- Successfully verified again(screenshot November 28)

- But they still don't transfer my winnings to my skrill wallet

I am extremely annoyed.I used to lose more than a hundred euros in their IGROSOFT slot in a few minutes. It suits them. But as soon as I ordered the payment, they began to prevent it. I have your proof. I am ready to confirm my account ownership via video link at any time.Attached screenshots. I want to withdraw money and forget about them forever. I ask for your help.

Information: 

Onyxian B.V. operates three online casinos - Mystake, Locasbet, Rolletto.

Onyxia B.V. is registered in Curacao and has three gaming sites.

A subsidiary company known as ONYXION DEVELOPMENT LIMITED.

Dear andgam7,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you accumulated your winnings by playing with a bonus?

The first time the casino refused to pay your winnings out due to incomplete verification. Have you tried contacting the casino to find out what seems to be the problem this time? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina

I answer in order:

- I didn't use any bonus. I play strictly for my own money.

- At first I was a decent loser. Then I got lucky and won 325 euros.

- Passed verification before the first deposit - successfully (I sent you a screenshot)

- After that, passed several new verifications for withdrawing funds - successfully (I sent you a screenshot)

They operate according to the following algorithm:

- I am ordering a withdrawal of funds

- rejected and requested verification

- I am successfully passing verification

- re-ordering withdrawal of funds

- rejected and requested verification again

IN A VICIOUS CIRCLE. A NEW TYPE OF FRAUD

Thank you very much andgam7 for your reply. I will now transfer your complaint to my colleague Tomas who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello andgam7!

I will take care of your complaint from now on. I would like to invite representatives of

Rolletto Casino into this complaint in order to help us resolve this verification and withdrawal issue.

First of all, we would like to apologies for any inconvenience. 

The player was asked several times to do a video verification. 

This is part of the KYC. 

This is for the users own protection.

Therefore, we ask you to do this, after which you will be able to withdraw your winnings.

Kind Regards,

Rolletto Team

I don't need your lying, hypocritical apologies. 

Give me my winnings. 

I sent it to your email support@rolletto.com video file ( where I recorded myself on a video with a passport and a sheet with today 's date 01-12-21 )

p.s I will send a copy of this file to the specialist of the casino.guru team

Hello all,

Thanks to Rolletto casino and andgam7 for your responses.

Andgam7, a video file, and a video verification call are not necessarily the same thing. Before you send us the video I advise you to cooperate with the casino on this. I am afraid without a successful verification, you will not be able to get to your money in this case. I would strongly suggest to you comply with the casino verification process.

I understand it must be frustrating after many rejected withdrawals and many sent documents, but the video verification call is the best way to get yourself verified. Thanks for your understanding.

I sent them a video file. Despite this, they continue to mock me.

Let them give me their whatsapp number. I can make a video call.

Hello dear user

 During the video you must also verbally read out the information that is on the paper.

 Kind regards

 Chad / Support agent

I made a new video where I read what I wrote on my sheet. I sent it to them. I'm waiting for an answer.

Dear Tomas

a video call to confirm your identity ?

I would be happy to do that. No problem.

But they refuse the video call. They only have email and chat

Hello all,

I would like Roletto casino to share with us any news regarding Andgam7's verification.

Hello Andgam7.

I received a message from the casino you have been paid out back on the 1st of December. Do you confirm you received your money? Is the issue resolved?

Hello Andgam7.

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint

Hello all,

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.