The player from the United Kingdom had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout had not been received yet. The Complaints Team had advised the player that withdrawal processing could take up to two weeks and might be delayed due to KYC verification or high volume of withdrawal requests. The team had offered to intervene if the withdrawal was not received within the 14-day period. However, due to the player's lack of response to the follow-up inquiries, we were unable to assist further and the complaint was subsequently rejected.
Rolletto Casino - Player’s winnings haven’t been received yet.
Amount: £2,200
Rolletto Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
I’m verified, spent thousands with this casino, I’ve withdrawn before and the money has got my account in 24 hours.
i withdrew 2 amounts, one for £200 and one for £2000, on the following day, neither had been received after 3 days. I was told they were "investigating and that could take up to 3 days, that dates passed by two days and now they are cutting me a off on live chat.
I have checked on their regulators website and worrying they are advising their licensing has expired.
they won’t give me any reasons, just stone walled.
The account is active, they’re still allowing me to deposit and haven’t requested any further documentation, although I have already provided everything to get verified…
just seems like anything large they lock down.
Public
Public
3 months ago
Dear SIMONFH1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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