Rolletto Casino - Player is struggling to withdraw her winnings.

I've been trying to withdraw my earnings for days, I've done everything the site asks for, finally they asked me to record a video with the front camera of my cell phone holding a paper with the current date, my name, username and name of the site is pronounced all in English, the most ridiculous thing I've ever had to do. I did that and now they are rejecting the withdrawal form, asking me to choose another form other than Pix, but in the other available forms they do not accept my country's currency. Support sucks, doesn't give you any guidance and tells you to check the problem with Pix, and there is no problem.

I've given up hope, this site is a scam, they won't pay I'm sure.

Dear nessa090101,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Do I understand correctly the PIX payment method was momentarily made unavailable for withdrawals for you? Was your account verified successfully in the past?

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,

Good afternoon,

the Pix method is available, but the casino rejects the withdrawal at one time asking for the Bank code, I inform the correct code, they reject it again and do not inform the reason, then they reject it asking me to withdraw it using another form of payment, but all the other forms are not available in Brazilian currency, I asked through the chat to change the currency to dollar, but they inform that once the currency has been chosen at the time of registration. It's clear that the objective is not to make the payment, because I don't know what else to do, I've done everything they asked and now they ask me to request a withdrawal for resources that don't accept the currency of my country, which I made the deposit accepted by site

I checked the casino website and these were the payment options for withdrawal when I chose BRL currency:

Could you please advise if these options are available to you for withdrawal?

Dear nessa090101,

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.