Rolletto Casino - Player is encountering challenges when trying to upload his identity documents.

I have problemes withdrawing my money from this casino. they keep telling me that i need to verify my account but whenever i try to upload documents to their site, i face with several problems. i have contacted their support, i even sendt my documents to their support but they refuse to do anything about it. they just keep telling me to upload my documentation to their site even though i told them several times that it is not possible to uplaod files to their site.

Dear kizz22, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify what kind of problems you face when you try uploading your documents? Could you please advise which documents you have already provided and when exactly did you send the last one?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Even though the files i am trying to upload are less than 2MB, which is the requirment that the casinos site has, the site wont accept my files. so i contacted their support. i even sendt them my documents via email to their support. but they refuse to help me. they just keep telling me to upload my files to their site.

Are you uploading the files in the correct format? Could you please send me a screenshot of the error you get when you try uploading your documents? My email is veronika.l@casino.guru.

Dear kizz22,

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.