Rollino Casino - Player's withdrawal has been delayed.

Good evening, I've been playing at the Rollino casino and I've made the wagering. I want to make a withdrawal now, but despite verifying my account three weeks ago and submitting all the required documents, the verification hasn't been completed yet. I've sent emails to the finance department about this issue, providing all the necessary details but I haven't received a reply until now.

Dear Sackis,

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 and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Have you received any confirmation about successful account verification?
• Were your winnings accumulated with or without an active bonus?

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,

Petronela

good evening, I decided not to play again in a foreign casino and I decided to close my account in the rollino because for the second time I lost all the money because there is no verification please close my account and in the guru casino I am not going to deal with a foreign casino again thank you

Dear Sackis,

Thank you for reaching out and updating us about your decision.

I'd like to confirm that couple days ago you've successfully passed the verification.

We respect your decision to close your account with Rollino Casino and it has been processed as per your request. It's our top priority to ensure the satisfaction and security of our players, and we apologize if our process caused any inconvenience.

We appreciate the time you spent with us, and if ever in the future you decide to reconsider, know that our doors are always open to assist and provide you with a seamless gaming experience.

Should you have any further questions or concerns, please don't hesitate to contact us.

We are forced to reject this complaint as the player played down his active balance and decided to have the account blocked. I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.