Rolldorado Casino - El retiro del jugador se ha retrasado y la verificación de la cuenta está en curso.

Dear Casino Guru Team,

I would like to submit a formal complaint against Rolldorado Casino regarding a withheld withdrawal and ongoing verification issues that mirror, almost identically, an existing complaint I already have open with your team against CryptoLeo Casino.

Existing related complaint for reference: https://casino.guru/complaints/cryptoleo-casino-player-s-withdrawal-is-delayed-and-1

Summary of the Rolldorado situation:

I deposited €900 at Rolldorado Casino and won approximately €400.

I completed full KYC, including ID, proof of address, source of income questionnaire, and payslips showing my employment as an electrician.

Despite this, the casino has been requesting an escalating series of documents over several months, ticket reference NO449H.

The pattern is identical to CryptoLeo: each time a document is provided, a new request appears, including the same demand for a MiFinity "bank statement" for the account ending **0586.

I have provided the official Luxon Pay statement covering April to July 2025 and offered to provide MiFinity statements for whichever date range they specify.

The amount involved is small, which makes the level of stalling even more disproportionate.

Why I am asking for a quick review:

The documents, payment methods (Luxon Pay, MiFinity), the player profile, the document chain, and the casino tactics overlap with my existing CryptoLeo complaint already on file with Stefan. Most of the evidence is already in your system. The complaint specialist assigned will not be starting from zero.

I would appreciate it if this case could be opened promptly and, where possible, handled alongside the existing CryptoLeo complaint so we can reach a resolution efficiently for both.

Casino: Rolldorado Casino

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time the casino requested any documents from you for the verification of your account, and which document did they ask for?
• When was the last time you deposited money into this casino?
• When was the last time you accessed your casino account?
• Could you please forward the most recent communication between you and the casino customer support regarding verification requests to veronika.f@casino.guru?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for picking up the case.

To answer briefly: this situation is essentially identical to my existing CryptoLeo complaint with Stefan, which has just been resolved and paid out in full after the same months long verification cycle. The exact same documents, payment methods (Luxon Pay, MiFinity ending **0586), and the same pattern of repeated document requests apply here.

All the relevant documentation is already with Rolldorado, including:

ID and proof of address

Source of income questionnaire and payslips (electrician, €56,027.40 annual gross)

Official Luxon Pay EUR Wallet statement (April to July 2025)

MiFinity account details for the account ending **0586

Rolldorado simply needs to approve my account, exactly as CryptoLeo eventually did. The case file from the CryptoLeo complaint can be referenced for the supporting evidence, since it is the same player, same payment chain, and the same documents already verified by another operator.

I will forward the most recent communication with Rolldorado support to veronika.f@casino.guru today, and I am happy to answer your other questions in detail if still needed after you review.

Thank you for your email.

• Am I correct in understanding that you have not been in contact with Rolldorado Casino since July 2025 and that you are only now attempting to resolve your winnings after almost a year, following your other complaint with a different casino?
• Could you please clarify whether you submitted any verification documents to the casino between July 2025 and May 2026, or whether there were periods with no communication with the casino at all?
• Are you still able to access your Rolldorado Casino account?
• When was the last time you deposited funds or played any games at this casino?

Dear mollybolly,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru