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

I put the worst assessment that I have not been able to withdraw money for the second day after I submitted all the documents for verification, and bank statements. Support is silent, every time it asks for documents that I have already provided, it answers not by the hour but by the day. As a result, I deposited my money, but I can not withdraw it. Very bad casino and site. I do not recommend to anyone, the reviews that are written here are fake

Dear ggfludd,

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 already provided and when exactly you sent the last one? 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

I have already sent the ID card, photosbank cards, bank statements. But they told me that the documents were fake and completely blocked the account

Thank you very much for your reply, ggfludd. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ggfludd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i send to your email kristina.s@casino.guru

Thank you very much, ggfludd, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ggfludd,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rolletto Casino to join the conversation and participate in the resolution of this complaint.

Dear Rolletto Casino,

Can you please provide further information regarding the player's verification and the blocking of the account?

Kind regards,

Adam

Hello all

Thank you for cooperation.

Dear ggfludd due to your interest, we will not post it here and will send evidance about your case directly to the Casino.guru team.

Best Regards

Rolletto team

Thank you for your response, Rolletto Team.

Please forward relevant evidence to adam.m@casino.guru.

Kind regrads,

Adam

what about?

Dear ggflud,

The casino has provided evidence to suggest that there are some discrepancies in the information you have provided regarding payment methods used.

This is still being reviewed, and I will post an update here accordingly.

Kind regards,

Adam

Dear ggfludd,

The casino has provided evidence showing that the data in the files you have provided for verification does not match the card data, for example, which bank issued the cards.

Are you able to explain how this could be?

Kind regards,

Adam

Dear ggfludd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear ggfludd,

As we have had no further response from you, we will now reject this complaint as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam