Rolletto Casino - プレイヤーの出金が遅れている。

Hello CasinoGuru ,

I'm making this complaint as I see that what is happening to me has happened to other players...

So as a start, I registered on Rolletto on February 1st ,2023 after reading that Rolletto has a Good Review here ,but didn't read about players comments ( should have!! )

I firstly made my account to be verified before making my first deposit.

Once my account has been verified so I made a deposit of 207,04€ using Litecoin and with bonus of 250%..

So I had to wager more than 21k€.

With a lot of luck, I successfully manage to beat wager and instantly made withdrawals in 2 parts as per their terms and conditions, players are only allowed to withdraw 7500€ per week...

About 2 or 3 days later, my withdrawals have been rejected and after exchange with Livetchat support ,it was on my side cause there system doesn't allow to upload documents of more than 2mo.. so ,I agree that one of the photo of my ID which was larger than 2mo , I took a screenshot of it and sent it...

So, I've been asked to sent again documents and only photos..

What I successfully manage to do this time and receive that account has been verified..

And there here we go...

Withdrawals have been returned to my rolletto account because now I've to send selfie with I'd and paper with written information ( name of casino, my username, current date ,).

I did so and account has been verified and once again I made withdrawals..

...which has been rejected one more time because I've to send selfie video with Id...

I did it again, and video been approved yesterday 9/02/2023 and I was thinking that my winnings will be paid as they clearly stated to my while discussing about this with Livetchat...

Nope... Withdrawals have been canceled one more time!!! And can't make anymore a cashout... I've screenshot of that too!!

And now they want my WhatsApp phone number, which I already gave them because it's my registered phone on my rolletto account...

So as consequence, after reading so many bad reviews against them from player here and elsewhere, I just inform them about what I was going to do ( complaints to Curaçao Gambling Commission, Complaints to CasinoGuru and other Gambling sites ).

So, Casinoguru , as I've all the discussions and exchange with them if needed, I hope you'll help me cause , I just want Rolletto to stand by their terms and conditions and pay me my winnings accordingly as I 've requested them. And to respect 7500€ per week.

Thank you in advance Casinoguru to have a look into this for me please .

Best regards,

robby971

Dear robby971,

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

Dear Kristina ,

thank you for your reply.

I understand what you're saying but if there's rules on a casino and I signed and agrees for that rules, I think it's totally normal that the casino has the right to respect its own terms of use.

Today 12th of February 2023 , so as a consequence, I'm still waiting for payment to be made.

Rolletto is blocking me for making withdrawals...

And as I read so many other complaints here on CasinoGuru, after selfie video players have been able to make cashout but not in my case..

I really genuinely think that they hope I'll loose my temper and play back my winnings and lose it all.. but guess what..this isn't going to happen..

So I'm waiting for Rolletto to stand by its own terms of use and pay me my winnings.

And if needed, I do have all exchanges that prove that my account has been at multiple times verified , but Rolletto is still looking for an excuse not to pay me my winnings.

And with what is happening to me, I don't understand how Rolletto has so high ratings when you see all the complaints against them...

And ,so I'm still waiting..

Thanks again @Casinoguru for helping me with this situation.

Hello Casinoguru team, Kristina and robby971

Dear robby971,

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.

Best Regards

Rolletto team

Dear @CasinoGuru ' Kristina and Rolletto.

I'm confirming that I received my first payment of 7500€ from Rolletto.

Once I'll received all the rest of my winnings, I'll be back in order to close that Complaint.

Best regards,

robby971

Dear robby971,

Have you received your withdrawal from the casino yet?

Dear @Kristina ,

As I said ; on the 13951€ , I've received 7500€ as I can't cashout more than 7500€ per week.

So Next Week, on Monday ( 20/02/2023 ) I'll make cashout of the remaining balance , that's to say 6451€ and once paid , I'll be back in order to update that Complaint.

Best regards,

robby971

Dear @CasinoGuru ,

As by now , 23/02/2023 , it's been now more than a week that I initiated my last withdrawal of 7500€.

So , as per Rolletto Casino's terms and conditions , I do initiate today , 23/02/2023 , a cashout of my remaining balance which is 6451€.

So , I'm now awaiting for payment to arrive and once I'll receive my money , I'll be back in order to close that Complaint.

Best regards

robby971

Hello everyone,

Thank you both for your replies.

robby971, I will keep this complaint open until your confirmation regarding the successful withdrawal. Please let me know as soon as you receive the payment.

Hi Kristina ,

You can now permanently close this complaint as all my winnings have been paid to me in full.

Thank you for your assistance @CasinoGuru.

Best regards ,

robby971

Dear robby971,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru