Rolletto Casino - Player's ID verification has been rejected by the casino.

Hello,

I recently joined Rolletto.com and deposited numerous amounts of money and I'm now at the point where I want to withdrawal my winnings.

I've had my email address verified along with proof of address and bank card, however, my original ID (driving license) was rejected without clarification as to why. Having finally received an email from Rolletto I uploaded photos of my passport including a selfie, and I' ve done this multiple times now and each one has been rejected. Despite my emails, I've yet to receive clarification on why they have been rejected and I'm now at a point where any new uploads get rejected immediately.

I've just sent one more email to request help and said I would make a complaint if not resolved in a timely manner.

Please can you help.

Lee

Dear sportsbilly77,

Thank you very much for submitting your complaint.

I’m sorry to hear about the challenges you’ve encountered with your withdrawal process at Rolletto.

• To better assist you, could you provide more details about the rejection notices you received for your passport uploads and selfies?
• Specifically, have you received any specific reasons or explanations for the rejections?
• Additionally, could you clarify if there were any specific requirements outlined by Rolletto regarding the format or quality of the ID photos and selfies?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

[Option to forward any relevant communication to petronela.k@casino.guru]

Hi Petronella,

Thank you for opening up the complaint.

I've received emails from a couple of representatives from Roulette (via KYC@Rolletto.com) informing me that a driving license is insufficient. In response, I uploaded photos of my passport and selfie, which appeared to be rejected also. Note: when I attempt to load better photos directly via the Rolletto links the attachments are either rejected automatically or just simply do not upload, i.e. always appears to be processing but never processed.

Yesterday, I messaged their live chat a couple of times. One told me that I can't submit a driving license, which I already knew about and the other said my photos were still in review and that I should contact their support@Rolletto.com address. I ended up emailing the KYC and Support email addresses on a single email. Someone from the support address came back to me and said to contact the KYC person. Elijah via KYC later came back to me to say my passport photo had been rejected and that I should upload a JPEG version of it.

Due to my issues uploading said document on the web site I decided to append the photo to my email response. My email was sent at around 9pm-ish last night and I've yet to receive a response.

Clearly, not uploading my passport from the beginning was my issue, although it's unclear why a driving license (another form of government ID) would not suffice. Nevertheless, I've tried multiple times to upload, query, rectify the passport submission and it just feels like stall tactics on Rolletto's part, when all of this could have been rectified much sooner.

I've made sure to record all my email comms and have taken screen shots of my account details as a precaution. Happy to share if this helps with the response.

Lee

I've provided you with email comms with Rolletto. Email header references the case number

Further update. Despite emailing Rolletto my passport photo they responded and asked me to upload on the website, which I'd already explained didn't appear to be working. Nevertheless, after multiple attempts I uploaded the photos. Despite doing this almost immediately I've received zero response over 5 hours later.

Separately, I followed up again via email but received no response.

This really does feel as though they are trying to drag things out to prevent me cashing out.

Good morning,

Please can you close this call. Having kept the pressure on Rolletto they finally verified my account. Rather frustrating that it took as long as it did given how easy this would have been to resolve.

Thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sportsbilly77, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru