Rolletto Casino - Player's account was blocked.

I registered at Rolletto Casino, made a small deposit and received a bonus. After a few days, I had more than 10,000 euros on my balance. I sent my document and a selfie with the document. My account has been verified. On April 8, I ordered a payment via bitcoin, but my account was blocked, I received such an email from support. message: "Dear User

Please be informed that your account is under investigation.

Regarding update you will be notified as soon as it is possible." May 1, to my questions about the investigation, support answered me: "Hello dear user,

The investigation is still underway. When it is completed, our team will contact you via email." I think that 22 days of waiting for an investigation is a very long time. I'm worried about my money. 

Hello pavly,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino didn’t provide any further explanation regarding the blocked account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good afternoon Kristina. Thank you for your reply. For all this time, the casino did not provide me with any additional explanations for blocking my account. I send you screenshots of correspondence with support by e-mail.

Thank you very much pavly for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello pavly,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rolletto Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Rolletto Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello pavly,

I tried to give a nudge to a casino rep also by Skype, there should be a response soon.

Hello pavly,

Unfortunately, it seems that the casino stopped responding. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao eGaming Authority and submit a complaint here: https://verification.curacao-egaming.com/validateview.aspx?domain=rolletto.com. A gaming authority has better options and tools to help players. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hello dear Pavly,

We apologize for the inconvenience, I’m sorry to hear about your problem.

 We have studied the issue thoroughly and its already solved,  you need to make Video verification And then you will be able to withdraw 1500 euros per week.

Good afternoon. Video verification passed. I ordered 1500 euros for withdrawal.

Thank you pavly,

That is good news. I will set the timer to 35 days and get back to you. You should be able to withdraw all your funds by then. Let me know if there is a problem with the withdrawals.

Hi pavly,

Has there been any news? What is the state of your withdrawals?

We received evidence confirming that pavly managed to withdraw her funds. We are closing the complaint as resolved.

Dear pavly,

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter