Rollino Casino - Hráč se potýká s požadavky na ověření.

So I have played on this casino yesterday, made around 40 euros and I decided to stop. When i wanted to withdraw my money they asked for account verification. I send my ID, a selfie with my ID and everything went fine until the "proof of residence".

The thing is that I live in Sweden, and they ask for either utility bills, tax invoice, etc. which is not a problem, but they DO NOT accept digital information. Here, in Sweden, we barely get anything like this delivered with traditional post, since 99% of these things are digital, which rollino does not accept for whatever reason.

I sent them in return a package that I received today which has my name, today's date and my address, but it still not enough for rollino. I even sent a screenshot when i googled my name because it shows your address (yes, we have this thing in Sweden), still not enough for them. Tried to mail, contact them through their live chat and I was waiting for HOURS and no one was replying to anything that I have written in that live chat from their website.

Dear OracleOne1,

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 successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Yes, you got it right, I just sent an e-mail to KYC to see what proof can I send them to confirm my residence...

Thank you very much for your reply, OracleOne1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear OracleOne1,

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.