Rolletto Casino - Player’s verification has been delayed.

I deposited last week on this website over a few days I managed to win a big amount overall all through live games as soon as I wanted to verify my account they have made it so difficult I finally got an email last night that my identity had finally been verified and had the tick on my profile and just to upload proof of address I did this and a few hours later it now says verified on proof of address and saying on my identity I have had too many attempts to verify and to contact support I have emails over the last few days with them stating they had verified my profile and that all I needed was proof of address as you imagine I am feeling sick to my stomach knowing I’m not going to get this money for me and my family please could you help me they have also ignored my card details until I had verified my identity please help me

Dear rachelxx, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Have you contacted customer support via email kyc@rolletto.com? Has the casino customer support informed you which of your documents are still needed for successful 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, 

Veronika

Dear rachelxx,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.