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

They won't allow me to upload my driving licence document of my id I have asked customer support and they aren't helping me and I need the verification to be completed to able me to make my winnings withdrawal. I have also tried to upload my bank statement and spoken to the customer service on emails and done what they asked and it seems I'm being brushed off. I have won £2644.37. I have all the proof off conversations available and my account details etc.. I have taken screen shots off the account and also the conversions held, I was told to reupload my driving licence as accentance for id and I have tried and it won't allow me too and I've even emailed them over to them directly as I was told and nothing

Dear Charl2207, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Could you please explain in more detail why your driving license is not accepted for verification?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been verified yet?

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

I have uploaded my driving licence numerous times, I had a email reply 2 days ago to say it was accepted and a exception. However it didn't get verified even after they told me reupload the document. I have since received another email saying my ID has now been verified I've logged into my account and it said verification for ID was complete so I've then gone to do my proof off address and upload the documents and it hasn't let me and now it's saying I need to verify my ID again. I've uploaded proof off address using my bank statement which states is a acceptable requirement. Once I've verified these 2 problems I will be able to try attempt to withdraw the funds. I have even purchased a citizenship card yesterday due to them not sorting the ID problems with my driving licence. Which as out me out of pocket and then I wake up to a email saying my account was now verified and then another problem with address not uploaded and then I'd has dissappeared again so back to the start again. It's so frustrating as I'm now worried incase I don't get my money I've won

Is there anywhere I can upload my proof off conversations over? With customer services

They don't have a reason why ya couldn't use the driving licence but then said I could use it as a acceptable document so basically one rule then not again it's really hard to get anyone to communicate with you

I have just spoke to support chat and they have said my account was not verified at the start I said yes it was as I have the confirmation email reply and I shared this email which was sent to me early hours by support and even that as not helped as they have said I need to verify my ID which was supposed to already have been verified and it even showed as completed this morning, then the address and ID is now bit showing to get verified again. It is the same problem again and why cabt they just use the driving licence as proof off ID and then the bank statement as the address? Why is it so complicated, I'm guessing that they are stalling my payment I've won maybe

My debit card is confirmed it's just the ID part and the address I'm going to upload the citizens card today when it arrives to see if it completes it. Then pray it does and the withdrawal gets completed as its meant too

Good afternoon I have uploaded my ID citizenship card and it still hasn't fully completed the verification I have spoken to customer service and they've said reupload them so I have done this still hasn't worked. Keeps saying about daily limit. It's so frustrating its like I'm being delayed. My wins are at 4 thousand, I'm waiting to withdraw my winnings

Thank you for keeping me updated. Could you please forward me the documents you sent to the casino for verification at veronika.l@casino.guru? Please include all the other evidence (screenshots, emails, chat transcripts) that could be relevant to the investigation of your case as well. Thank you very much for your patience and cooperation.

Dear Charl2207,

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.

I have solved this problem now they verified me after complaints and let me withdraw winnings 😊

Dear Charl2207,

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