HomeComplaintsRolletto Casino - Player’s withdrawal has been delayed.

Rolletto Casino - Player’s withdrawal has been delayed.

Amount: 240 R$

Rolletto Casino
Safety Index:Above average
Submitted: 14 Jul 2024 | Case closed : 29 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from Brazil was unable to withdraw funds via Pix for 10 days despite submitting all required documents. Support was unhelpful in resolving the issue. We attempted to gather more details and extended the response time, but the player did not respond. Consequently, the complaint was rejected due to lack of communication from the player.

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3 months ago
Translation

I made a deposit and have funds in my account. I have filled out the form to withdraw via Pix, and it's been 10 days since I started trying, but nothing has worked. I have contacted support multiple times, and they haven't helped at all. I submitted all the required documents, everything is in order, yet I still can't make the withdrawal.

Automatic translation:
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3 months ago

Dear vascobenites,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you are unable to request a withdrawal? Could you please describe in more detail the issue you are facing? Ideally, please send me the screenshot of the error you see when you try submitting a withdrawal request.

Could you kindly confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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3 months ago

Dear vascobenites,

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.

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3 months ago

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.

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