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

I have had my account a month at Rolletto.

I have this month requested a small withdrawal of 40 euros. My account is verified.

They emailed me asking for a selfie holding my ID and apiece of paper with the caisno name on it and the date. My daughter helped me take these on her phone in selfie mode using a timer as I have parkinsons and cannot keep the camera still in one hand and hold two documents together in another (I don't think any person without parkinsons could do this). I sent THREE of these pictures to rolletto.

The emails I then received and chat experience have absolutely disgusted me. I have been told the photo is not a selfie or in selfie mode (Utterly untrue and a casino has no idea what mode the camera was in when the photos were taken). The casino has attempted to say the pictures must be taken by me holding the camera or they cannot be accepted? They have ignored the fact I am physically incapble of this due to my disease. The chat agents have also told me they can ban me from chat for having Parkinsons (screengrabs attached).

The casino is not only being absurd and not making any logical sense they are also blatantly disciminating against me due to my conditions.

I can provide screenshots to back up all of this.

Dear Theresa,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

Hello

'-     The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)' -

This is exactly as the photo has been taken. The casino is claiming this is not acceptable and a selfie mode is only if I am holding the phone. Its absurd. The photo is a selfie of me, taken in selfie mode with my daughter holding the phone due to my tremors. The casino has said what I am doing in the images is fine.

Please supply me with your email and I will send you the THREE selfie pictures sent to rolletto. You should also have the screenshots of the emails and chat agent where they say they can BAN ME FOR HAVING PARKINSONS! I'm very disgusted by this.

Thank you

Thank you, Theresa, for your reply. My email address is petronela.k@casino.guru.

I have emailed you everything.

Thank you very much, Theresa, for your email. Just to make sure, you have sent all the pictures without covering any important information, correct?

Yes that is correct. I have sent 3 of those selfies without covering any info. I also sent one through the site where I was just holding the passport and no note.

Thank you very much, Theresa, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Theresa,

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

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

Good day, 

We apologise for the late reply. 

Happy New Year to all of you. 

The user has already received the payment on 6 January. 

If you need any proof, please contact us. 

There we can send you all the necessary documents.

Kind Regards,

Rolletto Team

The issue pertains to Rolletto claiming the account is not verified. Despite, as Casinoguru can see, everything has been provided by myself.

Furthermore Rolletto have attempted to discriminate against me due to my conidtion and a chat agent stated they could ban me due to having Parkinsons! (Evidence provided to Casinoguru).

I would like all this answered by rolletto within this complaint.

Hello Rolletto Casino,

Can you please clarify the status of the player's account/verification?

We would like to ask Roletto 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

They have verifed me once I sent in the shaky selfie where I held the camera. They refused the selfies where my daughter held the camera for me. You should review the casinos behaviour as they won't accept selfies from players if someone else holds the camera and takes it for you. This is against your advice previously in this complaint.

Hello Theresa,

I am glad to hear that you have had your account verified.

While KYC is a very important process and should not be taken lightly, we agree that each case should be assessed individually and that compromises should be reached where circumstances deem it necessary.

I am sorry that you have had a negative experience with the verification process but am I correct in saying that the matter has now been fully resolved?

My account has been verified. But the casino did not follow your guidelines, the casino also stated they could ban me for having parkinsons. Is any of this acceptable?

Good day, 

We apologise for the inconvenience caused to you. 

Please be assured that it will not happen again. 

Kind Regards,

Rolletto Team

Hello Theresa,

Of course, for someone to ban you from the casino for such reasons would not be acceptable.

The casino has now apologized, are you willing to accept this apology and consider the matter closed?

I don't accept the apology and have not enjoyed my experience with such an awful casino.

I hope you get them to change their discriminatory behaviour and adjust their absurd KYC selfie procedures, they are not inline with yours.

Please close the complaint.

Dear Theresa,

Thank you for your response. I understand your views and sincerely hope you do not have any problems with this or any other casino in the future.

As the complaint was principally regarding verification and this matter has now been resolved, I will mark the complaint as resolved in our system. However, this does not mean that we agree with or endorse discrimination of any kind.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues in the future. We are here to help.

Kind regards,

Adam