The player from Brazil can't get his documents accepted by the casino. After the last document submission, the casino blocked the option to upload his documents and advised the player to contact support. We closed the complaint becasue the player didn't reply to our messages and questions.
Rollino Casino - Player's account is prevented from submitting documents for verification of his casino account.
Amount: 3,000 R$
Rollino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
They're not accepting my documents, and the last time I sent them, they blocked everything and told me to contact support. I reached out to them, but they're not responding anymore.
Automatic translation:
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1 year ago
Dear Anderson2000,
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 take KYC lightly.
Could you please list which documents you have already provided and when exactly did you send the last one?
Which documents were approved and which were not? When was the last time you contacted the casino and when was the last time the casino responded?
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
Dear Anderson2000,
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
Translation
We would like to clarify that your account has not been blocked by the system. There was a problem with the quality of the documents previously sent, which is why they were rejected. We are preparing a new email with additional details and instructions on how to proceed. If you haven't received it yet, wait for it to arrive in your inbox soon. Also be sure to check your spam or junk folders. We appreciate your patience and understanding in this matter.
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