Rolletto Casino - El jugador aún no ha recibido las ganancias.

I won £2,300 on the betting site Rolletto but my withdrawal seems to have dissappear into thin air.

My initial deposits to rolletto was through my pockit app/bank card, rolletto don't support card withdrawals so the only way i could withdraw the funds were to request a SEPA withdrawal. I chose to withdraw to my think money account, what I didn't realise is the IBAN number is actually a Natwest communal pool one used by think money as an inbound international transfers .

I initially emailed rolletto a screenshot of my account information for think money but they just sent a generic email back stating this information was not required. The money was apparently sent on 8th July and now think money are denying they have received this, i asked them to contact natwest to see if my funds were sitting in a bank unallocated ect, I've been told they can't do this, I've tried to speak to natwest who says as im not a customer they can't divulge information held for think moneys intermiditey, so I am completely lost.

I've sent emails to rolletto who assure me the money was sent but refuse to give me a UETR, i then contacted Bankera who rolletto use to distribute the money, they were not helpful and told me to go back to Rolletto, i logged an official complaint with Natwest who basically told me as i am not their customer they cannot confirm if the money even reached them, think money have also been made aware but are also passing the buck. Rolletto have assured me if the funds are returned to them they will credit any returns to my account, I don't know who to trust and feel I will never see my winnings.

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Dear NJP123,

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