Rollino Casino - Player's account deactivated during verification process.

I encountered a problem during the verification of my account. I sent my ID, which was successfully verified, and took a selfie with the document for further verification. However, when I submitted my proof of address, it was not accepted and I had to resend it. My submission was rejected since my choice of proof (bank statement) did not display my address. I got in touch with live chat and was directed to send an email to KYC@rollino.co, but I received no response. Today, when I attempted to log into my account, I was informed that it had been deactivated by the administrator without giving me a chance to solve the issue. I request assistance, as my documents have been verified and only my proof of address remains. I kindly ask for your help. (Note: I have completed the rollover of the initial deposit)

Dear MarceloFlor,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided any alternative documents as proof of address to the casino?
• Have you activated any bonuses in your casino account, while your account was accessible to you?

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

Good morning. I registered at rollino, and activated the 200% first deposit bonus, made the minimum deposit of 110 reais and started playing. When I completed the rollover and went to withdraw, I had to verify the account, I sent my driver's license, selfie with document and both were verified and accepted, when I went to send proof of address I had several options (bank statement, pay slip, water bills , electricity, internet, invoices...), I decided that I would send the statement from my bank (Nubank) or the invoice for the internet account (Oi provider), I didn't check that in these options I chose bank statement and invoice from internet, there was no my address, only my name and my data. So I sent a bank statement which was not accepted, then I tried to send the internet invoice, which was also not accepted. After I realized that none were being accepted, it took a lot of effort to find an invoice that showed my address, but when I went to send it there was a message in the verification area for me to contact the live chat; I contacted them and they told me to contact support via email kyc@rollino.co (they responded to me exactly now at 11:04 Brasília time, and said that it is a final decision and they cannot go back). When I went to log in to my account, there was a message that my account had been deactivated by the administrator, and they again told me to contact them via live chat and email. I ask you to please resolve my case. I confirmed my identity with the document and the selfie, they accepted it with the ✔️ sign. I ask you to please help me.

Hello MarceloFlor

Upon reviewing the documents you provided during the verification process, our system detected evident indications that you've used forged documents, namely: 

- Proof of Address document contained evident use of image editors. 

Such activities are in direct violation of our Terms & Conditions - see annex 14.8.:

"14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- we have a reasonable ground to suspect that the Account Holder used forged documents (photos, scanned documents, screenshots etc.) during the verification process or in any another moment the Agreement is active;"

As a result, and in order to maintain the security of our platform for all players, your account has been closed. 

If you have any further questions or concerns, please let us know. 

Best Regards,

Rollino Team

This is not true, from the beginning of my complaint I said that my driver's license documents and the selfie with the document had been approved, including the ✔️ sign, it was accepted by the website and the verification process. I only had problems with the proof of address where I sent a bank statement that did not have my address, I did not falsify my documents or tamper with prints and images, my only problem was the proof of address. You didn't even give me the chance to try to send it by email, talking to someone who could solve my problem, instead you did the easy thing which is closing my account, not giving an explanation and not giving me the opportunity to send things by email . I SAY ONCE AGAIN, MY QUALIFICATION DOCUMENT PLUS THE SELFIE WITH THE DOCUMENT WAS APPROVED, THE ONLY TOPIC THAT HAD PROBLEMS WAS PROOF OF ADDRESS! I did the rollover, I reached 814, when I went to check the account, before even requesting the withdrawal, to do everything right, I had these problems. I would really like you to review my case, I really didn't falsify anything, I didn't tamper with anything, I sent the bank statement via PDF as I always do, I didn't pay attention to the fact that I didn't have the address and because it was a bank statement it would already be validated, please ask , review my case!

Thanks for the reply to both parties.

Dear Rollino Casino representative,

Could you please forward the proof the forged documents were used? Please send proof to tomas@casino.guru

I'll await your message.

Dear Tomas,

The requested information was sent to your email. 

Best Regards,

Rollino Team

I did not use false documents or try to tamper with any images or anything. I have my documents here, and I can prove it to anyone at any time! I have my physical and digital license, everything is ok. And I haven't had a chance to try and check again. I DID NOT FORGET OR ADULTERATE ANYTHING!

Thanks for the responses from both parties.

Dear MarceloFlor,

I checked the proof the casino provided and unfortunately, the documents provided don't seem to be genuine.

please let me know if there is anything else I might do for you, otherwise the complaint will be rejected.

Dear MarceloFlor,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casino in the future.