Rolletto Casino - Der Spieler hat Mühe, die KYC-Verifizierung abzuschließen.

Good afternoon.

I've been trying to do the selfie verification for over 4 days.

They seem like they want to delay the process because this process takes so little time and it gives me the feeling that people wind up.

Which is right and I can't make a withdrawal because they don't just do an account verification, which is simple to do.

I do complain because I have read complaints from months ago and their excuse is always the same, they are always with a lot of traffic.

Thanks

Boa tarde.

Estou a mais de 4 dias a tentar fazer a verificação de selfie.

Eles parecem que querem atrasar o processo porque este processo demora pouco tempo e da me a sensação que enrolam as pessoas.

O que é certo e que não consigo fazer um levantamento porque eles não fazem simplesmente uma verificação de conta, algo que é simples de fazer.

Reclamo sim porquê tenho lido reclamações de a meses atrás e a desculpa deles e sempre o mesmo, estão sempre com muito tráfico.

Obrigado

Dear Alentexas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Unfortunately, it is not as easy as it may seem and it can be quite time-consuming for casinos to collect all the necessary documents and check all personal details.

Do I understand correctly that verifying your selfie seems to be the only obstacle standing between you and your winnings? Has the casino already accepted the rest of your documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good afternoon Kristina,

Thanks in advance for the quick response. I emailed some ready-made ones that I thought were relevant.

I have the entire account verified except this process. Since the 16th I sent what was missing and they ask me for the same every day. It almost looks like SC......

Yesterday, they asked me again, as I did on the 17th and 19th.

What is certain is that their excuse is high traffic but yesterday I exchanged emails with incredible ease. Yesterday they also asked me for a video, after 4 days and again a selfie in which I sent it.

They say they will take care of things but I only get this email and they never verify my account.

Thanks

Boa tarde Kristina,

Desde já obrigado pela rápida resposta. Enviei por e-mail alguns pronta que achei relevantes.

Tenho a conta toda verificada menos este processo. Desde dia 16 que enviei o que faltava e eles todos os dias me pedem o mesmo. Parece quase SC........

Ontem, pediram me novamente, tal como fiz dia 17 e 19.

O que é certo é que as desculpas deles são o high Traffic mas ontem troquei emails com uma facilidade incrível. Ontem pediram me também um vídeo, passado 4 dias e novamente uma selfie na qual eu enviei.

Dizem que vão tratar das coisas mas só recebo esse e-mail e nunca me verificam a conta.

Obrigado

Thank you very much Alentexas for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Good Morning.

I'm still waiting for their checks. Either video or photo. I think too long.

Thanks

Bom dia.

Ainda continuo a espera das verificações deles. Quer vídeo quer foto. Acho demasiado tempo.

Obrigado

Hello Alentexas,

I have reviewed your case and will contact the casino to see if I can help.

I would like to invite Rolletto Casino to join the conversation and participate in the resolution of this complaint.

Hello. The situation remains the same.

How is it possible that they still haven't verified the account?

Olá. A situação continua igual.

Como é possível ainda não terem verificado a conta?

The amount increased to 4000 euros

O montante aumentou para 4000 euros

The casino has already done the KYC and has already paid.

Thanks

O casino ja fez o KYC e ja pagou.

Obrigado

Hello Alentexas,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.