Rolletto Casino - Výplata hráčovy výhry se zpozdila.

I verified my account and withdrew last week. This week I have requested to withdraw. First I am asked to send verification for a different card to that verified already - I explain that the card was a digitless card. They told me to send a bank statement which I did. The then rejected this and said that it needs to have the card digits on the statement somewhere - I contacted my bank and they said they do not do this, they advised showing the individual transaction to the company on my banking app showing which card was used. I sent this & a screen shot from my bank saying this. In the bank statement sent you can see payment made to rolletto. They then ask me to re-verify the old payment method again. Which I do. Again. Then I’m told it has to be februarys bank statement, that januarys is not acceptable - we are all aware that you can not receive a bank statement for a month that hasn’t ended. It all is just very unreasonable. Also, every time I await a response my emails are either ignored or not responded to for a long period of time. Each time I contact live chat I am told something different.

Dear gmnkkwxk2d,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello CasinoGuru team, Kristina and gmnkkwxk2d

Dear gmnkkwxk2d,

This is to inform you that your recent concern has been resolved and you may now continue to enjoy your experience on our platform. Our team sincerely apologizes for any inconvenience that was caused during this time and we would like to extend our best wishes.

Thank you for your patience and understanding.

With Regards

Rolletto team

Dear gmnkkwxk2d,

Have you received your withdrawal from the casino yet?

Dear gmnkkwxk2d,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.