Rolletto Casino - Player disputes large withdrawal refusal.

My account was verified and all evidence uploaded showing on account verification page. I took a screenshot of this showing date and time and I had 2 x successful withdrawals. Then when i made a large withdrawal request for £6800 my card details verified status was removed and the withdrawal rejected. I believe the site operated outside of regulations by doing this and only due to large withdrawal request and I had £13000 winnings.

I was unable to reupload card details as the site kept automatically rejecting even though i had done this previously and had it confirmed.

I have since lost remaining money not realising but initial withdrawal should been processed as previous. As soon as winnings were lost the account status was changed back to verified.

I have attached all evidence and chat transcript.

I contacted Curaçao eGaming ("CEG") but had no response.

Best Regards

Michael B***

Dear Beaty1919,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you don't have any remaining funds in your casino account?

If that is the case, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time. Next time, I recommend contacting us immediately after encountering a similar issue. This way, we can assist you before you lose your winnings.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Dear Beaty1919,

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.