Rolletto Casino - Player’s withdrawal is delayed due to repeated KYC requests.

Hallo,

ich wurde bereits zum zweiten Mal aufgefordert ein KYC Video einzureichen, obwohl der erstmalige Vorgang bereits abgeschlossen wurde. Ich kann aktuell wieder mal keine Auszahlungen tätigen. Das aktuelle VIdeo habe ich trotzdem eingeschickt, leider kann ich weiterhin nichts auszahlen. Vielen Dank vorab für die Unterstützung @Casino GURU

Dear lechifre0, 

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?

When exactly did you send the verification video to the casino? Have you received any response to the email with the verification video from the casino 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear lechifre0,

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.