Rolletto Casino - Player's withdrawal is delayed and poor customer support.

I wait for the payment of about 3000 eur from the casino for about 2 months. I have sent to the casino all the requested documents, including several video selfies with my ID documents. The communication with the casino is almost non-existent: in the chat they refuse to answer any serious question and email support is non-helpful too.

Dear erenex1989,

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

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

No I wasn't informed what specifically seems to be a problem in verifying my account.

Account registered around 28.12.2023.

I played slots.

With bonus.

Thank you very much, erenex1989, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi erenex1989,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Rolletto Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's account verification? Have you received all the necessary documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear erenex1989, I've been in contact with the casino representative and they informed me that you have successfully withdrawn the money. Could you please confirm getting the payout?

Dear erenex1989,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.