Rolletto Casino - Player’s withdrawal is delayed due to account verification issues.

Hello, I am having a problem with withdrawing my money. When I try to make the withdrawal, it says that my account hasn't been verified. However, I have already sent all the necessary documents and my account was verified with nothing pending. All documents were accepted. In the chat, they say they can't help me and give me an email address. I've sent messages there, but no one responds, and I get no feedback. Could someone assist me? I've been dealing with this issue for almost a week now. I have all the photos and videos from the chat and from the verified account. Attached are screenshots of the emails without any replies; none have been answered.

Dear ruthrocha843,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolletto Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when your account was verified? Have you made any previous successful withdrawals in the past?
• Could you please specify which address the live chat told you to contact?
• Could you please forward the emails you sent to the casino and any reply you received? My email is tomas@casino.guru

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

Best regards,

Tomas

Good morning, thank you for accepting my complaint.

My account was verified on 06/09, I had already sent all the documents and on the game site it says that it has already been verified, I went to make the withdrawal I can not because it says that my account is not verified.

I've never made a withdrawal at Rolletto, to be clear it's the first time and the last time I play at this gambling house, because my experience is really bad.

I contacted Live Chat and they gave me this email address KYC.@ROLLETTO.COM.

I sent them emails informing them that my account is not verified, the answer I got was that it is verified, that I was supposed to talk to chat about my problem, I contacted chat again, I sent the printout of the email I received, Chat just answered me that they couldn't help me that I would have to talk to KYC.@ROLLETTO.COM. I spoke to KYC again, today 10/09/2024 they replied that I had to speak to chat or suporte@rollletto,com

But even before I received this last email from KYC, I had already sent an email to rolletto support, they did not respond, now I don't know who to turn to, I believe and trust you very much, help me solve this situation, I will send all my conversations email everything I have of mgs to you, photos videos print. I'M ASKING FOR HELP.

Thanks for your emails.

It seems that in one of the emails the support suggested you have an active bonus that might be preventing you from withdrawing your funds.

Is this accurate? Have you completed any previous wagering of any bonus previously accepted?

Please let me know.

Thank you for your attention.

There is no active bonus, I have already completed the bet with bonus, it is finished, I will send the photos of my account about the bonus.

Yesterday 10/09 I received another e-mail, informing me that I would have to send proof of address through the rolletto website, but there is NO option to send proof of address, I contacted chat, they asked me to send it by e-mail, so that my account could be verified, I sent it on the 6th.

I sent it again on 07, 08, 09, 10, and today 11/09

summary> On the site there is no option to upload proof of address, I sent it by e-mail, it was not resolved. every day by e-mail they give me a different answer, first that my account was verified, then he talked about "bonuses" BONUS THAT I DON'T HAVE. Now they've told me I need to check the website where there's NO option to attach proof of address.

The chat tells me to send the proof of address by e-mail to KCY, KCY doesn't check it.

In the chat they told me that some accounts are not visible to send proof of address, when this happens, just send it by e-mail. I did that and it wasn't verified.

They keep throwing things back and forth and nobody solves anything.

I'm going to send you this conversation I had in the chat and by e-mail, please help me, I beg you.

I've just received an e-mail from KCY saying that my account has been verified.

I was able to make a withdrawal and now I'm waiting for the pix to be processed. They asked me to wait 3 days

I'll come back here in 3 days to let you know if it went well.

Thank you very much for your attention.

Good afternoon!

Help me please, yesterday 11/09 I was notified that my account was verified by KYC, I made the withdrawal request, they asked me to wait 3 days, today 12/09 I went to check my account to see the progress of the withdrawal, it was canceled, I went to chat, they informed me that my account is not verified, that's why it was canceled, but I received an email from KYC with confirmation that the account is verified, by logic if my account was not verified how could I request the withdrawal, even if the withdrawal has not been processed, I will send all the conversations I had through chat yesterday and print the email,

I don't know what else to do, I'm desperate. Help me

Thank you very much, ruthrocha843, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Good evening, thank you for everything.

I have already solved the problem, they paid me after a lot of insistence, after 2 weeks of trying every day with several emails and several times a day I got in touch with chat and with your help, thank you.

Can you finalize my case, I have been paid. Thank you

Dear ruthrocha843,

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, 

Katarina

Casino.Guru