Rolletto Casino - Player is struggling to pass the KYC.

Hi I would like your help please. I have an account with rolletto and I can’t supply all the documents they want and they rejected any I have. Because of this I want my deposits refunded how do I go about this?

thanks

Philip h***

Dear Tinz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you provided, please? Which documents you couldn’t provide? Did the casino specify any reason as to why your documents were rejected?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi thank you for replying.

I have provided my address details and proof of bank card. But I lost my drivers license and I only have a photo of the front which I supplied. I will email you the full conversation with them which they tell me they won’t verify and have restricted my account so I would like my deposits back and any money left in my balance, as per their terms it says if they won’t verify they have to refund it.

Thank you for your reply, Tinz. How much money is left in your account? Are there any winnings being held due to unfinished verification?

There is about £10 in my account and over £2500 deposited

I am sorry Tinz, but if you legitimately lost all of your deposits, and you cannot fulfill the basic requirements for verification, there is nothing more we can do for you. Each casino (except anonymous ones) requires at least some kind of valid ID and proof of address. Please understand, you as a player have to prove your identity and if you aren't able to do that, the casino doesn't have to pay you out, nor refund your deposits.

Unfortunately, after gathering all the necessary information we decided to reject this complaint. I hope you understand we cannot punish the casino in this case, since it has the full right to require basic information about its players, and it is not the casino's fault if the player cannot fulfill the requirements. If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it although I do not recommend it. 

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.