Rolletto Casino - Hráč se snaží dokončit ověření účtu.

Hi ! Firstly i want to say sorry for my english language skills. English is 3rd language for me, so if i make some errors ask me again please i will try to explain more detailed.

My problem is with KYC in rolletto casino. I cant withdraw because i cant pass proof of address verification ( other verifications i passed very easy ). I sent them all documents ( bill banks, my bank card list of transaction ), but they asks me for FULL address in this bill, but address in bill allready full ( it cant be more fullier), cuz address explains my city, my home number, my flat number. Could you please help me ? Its really big money for me, hope you will. Thank you ❤

Dear Vyacheslav,

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 your home address seems to be the only obstacle standing between you and your winnings? Could you confirm that the address you filled in during registration is the same as the address in your documents?

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,

Kristina

Dear Vyacheslav,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.