Rolletto Casino - Player’s struggling to complete account verification.

I have a withdawal of 40 euros. The site asked me to take a video. They said to write date and my name on the paper and say my name in the video. I sent it to them. Then they say they also want me to hold my ID in the video and say that I have an account with them. I sent this video and then they said I have to take video in selfie mode not with my sister taking the video for me. So I take this 3rd video. Now they say they want a better quality video even though the video is very clear and easy to see the paper I wrote on and my ID and hear the sound.

I sent 3 videos to this site and picture of my ID and my proof of address!

Dear Gun,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

Dear Gun,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.