Rolletto Casino - Player’s account has been blocked during verification.

Hello, good evening!

I'm writing to ask for your assistance; I am having issues with Rolletto Casino. I won approximately R$500.00, but my account was blocked during the verification process.

Here's the thing! I completed ALL the verification steps. I sent my documents, a selfie holding my ID, proof of residence, a video moving my head (similar to what banks require), and they even asked for a VIDEO with a sheet of paper showing the login, date, casino name, and speaking in English. In this case, I complained and they said it could be in my native language, which is Portuguese (BR).

So, I did everything possible to PROVE my identity, and all that was left was the video. When I finally made the video, they blocked my account and claimed in the email that I was someone else impersonating myself.

This makes NO SENSE at all, since I completed ALL, literally ALL the verifications they required, short of an in-person proof of life.

Can you help me, please?

Dear marlivaleria,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Take it, how are you? Thank you for the support and help!

What games did you play to build up your current casino balance? (slots, live games, sports betting)

Answer: I accumulated this balance by getting a 500x spin on the Slot - GATES OF OLYMPUS 1000

Have you reached your current balance with the help of a bonus?

Answer: No bonus help, using only my balance

Below are prints of the conversations, but if you wish, I can forward the complete emails:

Could you please send me the documents you submitted to the casino during verification?

Please send them to my email at tomas@casino.guru I apologize for the inconvenience.

Hi Tomas, how are you?

I can send it! I'll send you the Video by e-mail

The documents were: ID, Proof of Residence (water bill), Selfie with document, then they asked for Selfie with document and sheet written date, login and casino name, then VIDEO with document and sheet written date, login and casino name, in addition to the video verification (those that look like a bank to look to one side, another, up and down), detail as my cell phone had a bad front camera, I told them in the chat but they refused and I had to do the camera issue from another cell phone, but I didn't play from another cell phone or do any other action.

The ID, Selfie and Proof of Residence were sent by their website normally, the selfie holding the sheet and document by email and the video also by email, which until that moment everything was approved, until they approved everything and banned me.

I really appreciate your help in advance.

Thank you very much, marlivaleria, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, marlivaleria!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you very much for your support!

I look forward to hearing from you!

Thank you,

Marli

Hello Marlivaleria,

Thank you for reaching out to us and sharing your concerns.

During the verification process, it was found that multiple individuals' documents were uploaded. This action is considered a violation of our company's rules. As a result, the verification process could not be successfully completed, and your account was subsequently closed.

We understand this situation may be frustrating and we appreciate your understanding of our need to adhere to strict verification protocols to ensure the security and integrity of our platform

Best Regards,

Rolletto team

Rolletto, good morning!

As mentioned above, I attached all the documents sent to you, where I only sent my personal documents, in this case my ID (national identity document), my proof of residence (water bill), which until then have been successfully verified until the requested withdrawal.

Then you asked me for a selfie video, which I made myself, a selfie photo of myself holding a sheet of paper and a document, which I made myself, and finally a video of me saying the name of the casino, login and date, which I also made.

If at most I have a different haircut and you mistake me for someone else, that's too much, isn't it?

I would like you to prove that I sent someone else's document, since this becomes an accusation, which was without ANY foundation, which I did ALL the procedures, sent ALL my documents, made all kinds of photos and videos requested.

Thank you,

Marli

Thank you for your response, Rolletto team! Could you, please, explain what exactly was wrong with player's documents and provide proofs to my e-mail: pavel.k@casino.guru?

Hello Pavel

We have sent you all the details to your email address.

Best regards,

The Rolletto Team

Marlivaleria, hello. We have received an evidence from the casino that proofs that you have not passed the verification successfully and it will not be possible for you to do so. Therefore, I must reject your complaint.