The player from Germany was asked to complete a verification video in order to verify in the casino. The player confirmed she passed the verification and her winnings were paid out.
Rolletto Casino - Player was asked to complete additional account verification.
Amount: €4,707
Rolletto Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I had a payout of 1400 €, everything went smoothly now I have a payout of 4707.46 € and should make a video ident and send the video there in the email it said please be with the information in English I can do it myself but no english. I also find it cheeky to cancel the payment directly so that you can wait another 3 days until it is approved again. And now I have to wait another 3 days.
Automatic translation:
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1 year ago
Dear Petra1993,
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.
Did you ask the casino to complete the verification call in German? Has the verification call already been scheduled?
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,
Tomas
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1 year ago
Translation
I made the same video, but in German because I don't speak English myself. And since no help should be given because of forgery, I gave up and just made the video in German.
Edited
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1 year ago
Translation
After endless back and forth I was verified and everything went well.
They also accepted broken English.
Got my money and I'm happy and I don't think I'll touch a casino again 😉
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1 year ago
Thanks for the update, I am glad you were able to verify your account. Do I understand correctly the casino already processed your withdrawal? Were your winnings already paid out to you?
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1 year ago
Translation
Yes, everything went well yesterday, the email came that it worked and then this morning the payment was made immediately 🙂
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1 year ago
Dear Petra1993,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
