The player from Germany deposited 1,071€ using a Skrill Prepaid Credit Card and later decided to withdraw 900€. The casino requested information related to the credit card, which the player promptly provided. Despite communication attempts, the withdrawal is yet to be processed. We rejected the complaint because the player didn't respond to our messages and questions.
Rolletto Casino - Player's withdrawal via Skrill credit card is delayed.
Amount: €900
Rolletto Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I've been playing at the casino for a few months now and have been very satisfied with everything so far. A few days ago, I made a deposit of 1071€ using my Skrill Prepaid Credit Card (Virtual). I quickly realized that I was not having much luck today, and decided to withdraw 900€. I did not use any bonus, of course.
So, I requested the withdrawal and nothing happened at first. Later, I received an email asking for all the information related to the credit card. I sent everything I had available to me. I tried again today, but the support team has not responded. Skrill also can't provide the card information on the bank statement. I have called and emailed Skrill about this. There is a name, an address, and a transaction code on the statement. I have sent all this evidence to the casino.
If I had known this would happen, I would never have deposited with the credit card. This is money I had to work hard for. But it seems the casino doesn't care at all…
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1 year ago
Dear larsb25,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello, yes I have already completed the verification process a long time ago. I've been playing there for a while. Before that I always completed the deposits & withdrawals via my bank account (without any problems) and also very quickly from the casino. It is currently only about the credit card.
I enclose a picture of my verification status
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1 year ago
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Unfortunately I can't upload a picture from my phone.
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1 year ago
Could you please advise when exactly you requested the withdrawal? If you wish to forward any additional screenshots or communication, my email address is petronela.k@casino.guru.
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1 year ago
Dear larsb25,
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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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
