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

Good day, I would like to know how long it takes to verify my documents, to be able to make the withdrawal, thank you very much

Dear Daniel,

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 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

Thank you very much for answering

Well, I have been reporting it since I saw that it had been 3 days, to see if there was any inconvenience and they have only told me to keep waiting, as of now I have been 1 week and days and they still keep telling me to keep waiting

Hello Daniel,

Have there been any developments since our last conversation, please? 

Good day, 

We apologise for any inconvenience this may have caused. 

The user, according to our investigation, has no problem at the moment. A payment has also been made.

Kind Regards,

Rolletto Team

Thank you very much, Rolletto Casino team, for your reply. Could you please forward supporting evidence that the player's account has been successfully verified and payment made to petronela.k@casino.guru?

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Thank you very much, Rolletto Casino team, for the forwarded screenshot. However, I'd like to ask you to elaborate as the amount of the payout is different on the screenshot. I assume that the disputed amount of $719 has been downplayed by the player but in order to close this case as resolved, I'd like to ask you for more detailed supporting evidence showing that the player's ID corresponds to this specific person. I just need to connect the forwarded screenshot to our player's account. Thank you very much in advance.

In the meantime, Daniel, if you could confirm that the winnings have been received successfully, that would make all the difference. Thank you very much in advance.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

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.

Since we received supporting evidence from the casino that all the funds have been paid on the 19th of June we marked this complaint as resolved. Thank you very much, Rolletto Casino team, for getting back to us.

Dear Daniel,

Please do not hesitate to contact us in the future if you run into any issue with this or any other casino.