The player from the United Kingdom faced ongoing issues with withdrawing his winnings of £75034 from Rolletto, having had six withdrawal attempts rejected. Despite completing the KYC process and verifying a valid card, the casino continued to request verification for an outdated card that hadn’t been used for deposits in several months. The issue was resolved after the player contacted the KYC department multiple times via email and live chat. The Complaints Team marked the complaint as 'resolved' following the player's confirmation of the resolution.
Rolletto Casino - Player's withdrawal has been delayed.
Amount: £750
Rolletto Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
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1 week ago
I have recently won £750 through Rolletto on the slots "Big Bass Floats my Boat". Originally I tried to withdraw £200 however this was rejected so I tried again. Upon the second attempt, KYC contacted me saying I had to verify the card I had deposited the money with. I had done this and it was verified however they then asked me to verify another card which is no longer valid and hasn’t been used to make a deposit in around 6 months. I explained that this was not valid and was replaced with a card that has previously been verified (same bank account). Overall, I have tried to withdraw money 6 times now with the most recent withdrawal amounting to £750.34 however each one of these has been rejected. All of the verification markers are checked as verified on the site so I don’t understand why I would need to verify a card that A. Is no longer valid and B. Wasn’t used to make the deposit
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6 days ago
Dear jacktaylor285,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is an 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.
The casino may also request proof of ownership for all payment methods used to deposit money. Have you sent the casino the bank statement in PDF format as requested in yesterday's email, since you no longer have the card ending in 1229?
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
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6 days ago
Hi, this has now been resolved since contacting the KYC multiple times via email and live chat.
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3 days ago
Dear jacktaylor285,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
