The player from North Rhine-Westphalia struggles to withdraw their winnings, despite completing the KYC process and meeting the wagering requirements by placing bets over 150 Euros. The casino continuously denies the withdrawal. The complaint was closed as the player stopped responding.
Rolletto Casino - Player's withdrawal is repeatedly denied by casino.
Amount: €31
Rolletto Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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9 months ago
Translation
Hello,
My withdrawal has been repeatedly denied by the casino for weeks. KYC has already been conducted, and they claim that I have not met the wagering requirements yet. However, I have wagered at least 150 Euros, which is approximately five times my total deposit.
Automatic translation:
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9 months ago
Hello frankschmank99,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolletto Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Dear frankschmank99,
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.
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8 months ago
Translation
My account has been fully verified for a month. I didn't use a bonus. I last spoke to the casino a month ago and they declined my withdrawal.
Automatic translation:
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8 months ago
Dear frankschmank99,
Did they explain the withdrawal rejection? How much did you deposit into the casino exactly and how much is your current balance?
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8 months ago
Translation
No, it hasn't been resolved yet. I deposited 35 euros and currently still have 31 euros in credit
Automatic translation:
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8 months ago
Dear Casinoguru team and esteemd frankschmank99
We would like to inform you that we have reviewed your case and noticed that you need to complete the wagering terms.
Our representative will let you know the details via email.
With regards
Rolletto Team
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8 months ago
Dear frankschmank99,
Did the casino contact you via e-mail? Could you please forward the same e-mail to us as well to nikolas.b@casino.guru or the case has been already resolved between you and them?
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