Rolletto Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I hope someone can help me, I have been playing online casinos for a long time and it turns out that rolletto casino was recommended to me and I liked it..... But now it turns out that firstly it took 3 days to verify my account especially my address and secondly place after verifying it when withdrawing my money they reject it and ask me for a selfie..... I already sent him the selfie and I still have no answers could you help me with my situation please, thanks in advance

Espero que alguien me pueda ayudar, llevo jugando a casinos online mucho tiempo y resulta que me recomendaron el casino rolletto y me gustó..... Pero ahora resulta que en primer lugar tardaron 3 días para verificar mi cuenta especialmente mi dirección y en segundo lugar despue de verificarla al retirar mi dinero me lo rechazan y me piden un selfie..... Ya le mandé el selfie y aún no tengo respuestas podríais ayudarme con mi situación por favor, gracias de ante mano

Dear Juanlu89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your selfie seems to be the only obstacle standing between you and your winnings? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Best regards,

Petronela

Hello,

We apologize for the inconvenience.

We have studied the issue thoroughly and its already solved.

Pleas log in on yolur account and you And you can withdraw money.

Thank you.

Sorry??? What was fixed? Lies now when I withdraw they ask me for a video after sending all the selfie verification now including a video and I still couldn't withdraw my money they don't stop canceling it it's unfortunate can you help me please

Perdón??? Que se arregló? Mentiras ahora al retirar me piden un vídeo después de mandar toda la verificación selfie incluido ahora un vídeo y aún no pude retirar mi dinero no paran de cancelarlo es lamentable me podéis ayudar por favor

Hello,

As we checked, You have not done video verification.

Please make the video verification, only after that you will be able to withdraw money.

Thank you

Please, I already sent what they ask me to verify and let me withdraw my money, please.

Por favor ya envié lo que me piden verifiquen y dejarme retirar mi dinero por favor

Dear Juanlu89,

Please follow the casino's instructions. It seems as the video verification is the last obstacle standing between you and your winnings. Looking forward to hearing from you.

Well today I received my withdrawal, thank you very much for helping me and rolletto sorry for the inconvenience caused, apart from being strictly in the verification for the rest it seems to me a very good casino and I plan to continue playing in rolletto, greetings and again thank you very much to all

Pues hoy mismo recibí mi retiro, muchísimas gracias por ayudarme y rolletto perdón por las molestias causadas, aparte de ser estrictamente en la verificación por lo demás me parece muy buen casino y pienso seguir jugando en rolletto, saludos y nuevamente muchísimas gracias a todos

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Juanlu89, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru