Rolletto Casino - El jugador no puede retirarse.

I opened an account on Rolleto, before making any deposit I sent the documents requested for account verification. After seeing that they were verified, I started to deposit and play.

I tried to make a withdrawal of €75, it was rejected, they sent me an email saying that I had to send a selfie with my data written on paper and an identification document, I sent it however they replied that it was not visible and that I had to be handwritten, I resent again as they asked.

At that time I already had €160 in the account and I made a withdrawal request for €160.

I received an email confirming that I had passed the verification process.

I waited, as I still didn't receive it, I got in touch with support via livechat, where I was confirmed that I was verified, but I had to wait because they processed payments for up to 3 business days.

Today, December 29th, the survey was rejected again, they didn't send me any explanation, I got in touch with the livechat who told me I had to send the selfie again. It doesn't make any sense, if I'm already confirmed, if I've sent the selfie that was analyzed and verified, the only sense it makes is the obvious desire of not wanting to pay.

Abri uma conta no Rolleto, antes de fazer qualquer deposito enviei os documentos pedidos para verificação de conta. Após ver que estavam verificados, comecei então a depositar e a jogar.

Tentei fazer um levantamento de 75€, foi rejeitado, enviaram-me um email a dizer que tinha que enviar uma selfie com os meus dados escritos num papel e documento de identificação, procedi ao envio no entanto responderam que não estava visível e que tinha que ser escrito à mão, reenviei novamente tal pediram.

Nesse momento ja tinha 160€ na conta e fiz um pedido de levantamento dos 160€.

Recebi um mail a confirmar que tinha passado o processo de verificação.

Aguardei, como continuava sem receber entrei em contacto com o apoio via livechat, onde me foi confirmado que estava verificado, mas tinha que aguardar porque processavam os pagamentos até 3 dias uteis.

Hoje dia 29 de Dezembro o levantamento voltou a ser rejeitado, não me enviaram explicação nenhuma, entrei em contacto com o livechat que me disse que tinha que enviar de novo a selfie. Não faz sentido nenhum, se já estou confirmado, se ja enviei a selfie que foi analisada e verificada, o único sentido que faz é a obvia vontade de não quererem pagar.

Hello Bruno,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Rolletto Casino. Allow me to ask you a few question before we would move forward.

Did you use any bonus to accumulate your current winnings? Did you play or make any deposit since you requested the withdrawal? Did you try to login to your casino account using a VPN or a different device?

It is strange that they are asking for the same thing for the second time if it was once accepted. There must have been some irregularity in the account if they requested it again.

Regards,

Nick

Hi Nick, Rolletto has already paid, thanks for your intervention. Good year

Oi Nick, o Rolletto já procedeu ao pagamento, obrigado pela vossa intervenção. Bom ano

Hello Bruno,

Firstly, Happy New Year 🙂 I'm glad to hear that the payment was successful. I will be now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you out.

Regards,

Nick