Rolletto Casino - Player’s withdrawal has been delayed.

Hello,

The disputed amount sent is 2636.58 eur

I submitted a Withdrawal on the 31/10/2023 after which it was showing as processed successfully on the 01/11/2023. I was told it would take 3-5 business days for the sepa payment to be made to my UK bank account no funds have been receieved. I have called my bank and they have said there are no incoming payments. My bank have requested the tracking code/reference number for this sepa payment so they can track it however Rolletto keep ignoring my request for this via email. I have also contacted "Bankera" the banking institution which Rolletto use trading as Santeda International BV they advised me to ask Rolletto to contact them, again I asked via email for Rolletto to contact their bank my request was ignored. All I get back is

"Greetings , 

We are contacting you regarding your withdrawal issue.

Please be informed that your transaction was completed successfully.

In case you have any questions regarding the withdrawal issue, please feel free to contact us at any time"

They have sent me a pdf apparently showing the payment as sent however will not provide me with the tracking code so my bank can see where the payment has ended up. Please See attached.

Dear A9463,

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

Hello,

On the 12/11/2023 it will have been 14days since I requested my withdrawal.

Regards

Dear A9463,

Have you received your withdrawal from the casino yet?

Hello,

I still have not receieved the payment. I have asked again for a tracking code for the sepa payment as advised by my bank but did not receieve this. They have said they have successfully sent the monies thereafter I asked them to follow up with their bank to see where the payment has gone I have not had a response as of yet.

Regards

Thank you for your reply, A9463. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

This is my first time using this casino so have not made prior withsrawals although looking on different threads my situation is no different to one many others have faced.

Current situation is they are doing an investigation after I had to email them countless times and they have said there is no 'timeframe', I have been told by my bank that they can provide me a tracking code which they are not doing, or they can do a forward trace via their own bank.

I have uploaded the documents required see it will say 1-11 for withdrawal success but I requested it 3-4 days prior.

Prior to this email thread I have emailed countless times asking for them to look into it and just either had no reply or been told it has successfully been sent with a payment order attached.

Regards

Thank you very much, A9463, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 A9463,

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 an update on the payment status? Why you cannot share the tracking code with the player?

Thank you.

Kind regards,

Tomas

Dear Casino.Guru team and A9463

We want to assure you that our dedicated team is currently reviewing your case. Please rest assured that as soon as we have any updates, we will promptly provide them to you.

With regards

Rolletto Team

Hello,

Your dedicated team has been reviewing the case for long time now. My payment has still not been received after three weeks. Surely, it can't take this long for your finance team to ask your banking provider for an update to where the funds are and if it's not beem credited successfully to me it should have been returned to you by now.

Furthermore, you have failed to answer the CasinoGuru reps questions posed directly to you.

Dear Rolletto Casino,

I'm now extending the timer by 7 days. Kindly keep us updated on any developments. Thank you.

Dear Casino.Guru team and A9463

We want to let you know that we are liaising with the bank and trying to help as much as we can. 

The process may take a few more days. 

With regards

Rolletto Team

Thank you for the information, Rolletto Casino. I'm now extending the timer once again to see what updates you will provide.

Hello,

Funds finally received yesterday. Thank you.

Regards

Dear A9463,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru