Rolletto Casino - Player's withdrawal request is delayed and account verification seems excessive.

Hi need a bit advice if possible please 

I opened an Rolletto account 2 weeks ago I got myself all verified on the same day identity addres and proof of my card I deposited with that was all fine so started to play on site betting horses and dogs was doing well then at night started playing slots done very well then tried to withdraw £2000 it got rejected twice they emailed me saying they want a video proof of identity me holding my passport and piece of paper listing the site my name and the date etc I sent that to them twice seems weird considering my account is fully verified now no one replied to say it’s all done so I Carried on playing on the site and doing very well had winning football bets and tennis bets and winning more on the slots now I’ve emailed them a few times all they say is I have to wait video is in the process of being checked but this was 2 weeks ago and they keep replying the same answer now I have 7000 euros in the be account it seems they are trying everything not to pay me I’ve not used any of their bonuses c so I’m not tied to anything like that any advice on what I should do next and am I worried to think I won’t get my money 

now I sent them 2 videos on the 27/8/24 and have emailed 4 times all they say is we have them and are working on it or they are under review now this feels like they are making up excuses because I have €7000 in my account and want to withdraw some if I only wanted to withdraw say €200 I don’t think there would be a problem and why do they require videos considering my account is already fully verified please help

Hello Joet9898,

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 exactly is the verification process ongoing?
• Which documents have been already approved and which ones not or is it only that one single video they are reviewing?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi nick thanks for speedy reply

I opened the account on the 25/8/24 now on that day I made sure I verified the whole account it was all verified that day my identity proof of address and profs of my debit card I had an email to say all verified then I started playing on the site and winning I attempted 4 withdrawals over the next 4 days 400. 500. 900. 2000 all these got rejected after a day or so then I got an email on 26/8/24 asking me to now send a video of me holding up my passport and piece of paper with the date name of site and dob and name I sent that to them no reply so I sent again and got a reply saying video received and being processed now that was 12 days ago in the mean time I was emailing every 2 days for an update and I’m just being told the same thing I really don’t understand why they need a video proving my identity when that has already been verified I would just want access to my money that a won fair and square I hope this helps

I’ve now emailed them twice once on Friday and once today just to get an update they don’t even reply to emails now this really is bad

Dear Joet9898,

Thank you for your update. As the verification process should not exceed 14 days, I will now be forwarding your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be assisting you moving forward.

I wish you the best of luck in resolving this matter.

Best regards,

Nick

Hello, Joet9898,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rolletto Casino team,

Could you please explain the player's situation and the current status of his KYC/verification in more detail?

When will he be able to withdraw his winnings, or, what needs to be done on his side to expedite the KYC process and/or withdraw the winnings?

Hi I’m sorry I did not reply sooner but it was finally sorted in the end and monies have been paid to me so no problems now

many thanks

Hello,

Dear joet9898

We are  sorry for any inconvenience we may have caused.

as we check your issue is solved.

Best regards

Rolletto team

Great news, joet9898!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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. 

Thank you, Rolletto Casino Team, for your willingness to help anyway.

Best regards,

Branislav, Casino.guru