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

With rolletto, I’ve done all they have asked for regarding verification but they keep rejecting it and are not helping very much with live chat. They were happy enough to let me deposit my money and gamble it but not when I go to withdraw. I haven’t used any free bonus or anything, just my own money.

Dear Paul,

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.

Could you please advise which documents have you provided and when exactly? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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

Dear Paul,

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

Hi, yes this is now resolved. Thank you so much for your help. Greatly appreciated.

Awesome news, Paul. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.