Rolletto Casino - Se le pidió al jugador que completara una verificación de cuenta adicional.

I had a payout of 1400 €, everything went smoothly now I have a payout of 4707.46 € and should make a video ident and send the video there in the email it said please be with the information in English I can do it myself but no english. I also find it cheeky to cancel the payment directly so that you can wait another 3 days until it is approved again. And now I have to wait another 3 days.

Ich habe eine Auszahlung von 1400 € gehabt, da ging alles reibungslos nun habe ich eine Auszahlung von 4707,46 € und soll eine Video ident machen und das Video dahin schicken in der Email hieß es soll bitte mit den Informationen in Englisch sein ich selber kann aber kein Englisch. Ich finde es auch eine Frechheit diese Direkt zu stornieren die Zahlung so das man wieder 3 Tage warten kann bis diese Wieder genehmigt wird. Und jetzt soll ich wieder 3 Tage warten.

Dear Petra1993,

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.

Did you ask the casino to complete the verification call in German? Has the verification call already been scheduled?

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,

Tomas

I made the same video, but in German because I don't speak English myself. And since no help should be given because of forgery, I gave up and just made the video in German.

Ich habe den ident- Viedo gemacht, aber auf Deutsch, weil ich selber kein Englisch kann. Und da kein Helfen soll wegen Fälschung habe ich dies auch seingelassen und habe das Video einfach auf Deutsch gemacht.

After endless back and forth I was verified and everything went well.

They also accepted broken English.

Got my money and I'm happy and I don't think I'll touch a casino again 😉

Nach ewigen Hin und Her wurde ich den Verifiziert und alles ist gut gegangen.

Sie haben auch gebrochenes Englisch angenommen.

Habe mein Geld erhalten und bin glücklich und werde glaube kein Kasino mehr anfassen 😉

Can be closed 😉

Kann Geschlossen werden 😉

Thanks for the update, I am glad you were able to verify your account. Do I understand correctly the casino already processed your withdrawal? Were your winnings already paid out to you?

Yes, everything went well yesterday, the email came that it worked and then this morning the payment was made immediately 🙂

Ja hat alles keklappt gestern kam di Email das es funktioniert hat und danach heute früh direkt die Auszahlung 🙂

Dear Petra1993,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru