Rolletto Casino - Сметката на играча е затворена, което забавя тегленето на печалби.

Hello dear Casino Guru Team,

I asked Roletto this morning to close my account due to gambling addiction.

While I was waiting for the account to close, I continued playing and won CHF 3,800. However, the account was closed while I was playing, and I can no longer access it. Can you please help me withdraw my winnings?

I've already sent an email to Rolletto requesting that they reopen the account so I can withdraw the money, and I've also included all the requested documents necessary for verification, but I haven't received a response. Live chat is also unavailable.

Thank you very much, best regards.

Hallo liebes Casino Guru Team,

ich habe Roletto heute Vormittag gebeten, mein Konto aufgrund von Spielsucht zu schließen.

Während ich auf die Schließung gewartet habe, habe ich weiter gespielt und 3.800.- gewonnen, jedoch wurde das Konto während ich gespielt habe nun geschlossen und ich kann nicht mehr darauf zu greifen. Können Sie mir bitte helfen, dass ich den Gewinn auszahlen kann?

Ich habe bereits eine Email an Rolletto geschrieben mit der Bitte, das Konto wieder zu öffnen, um das Geld abzuheben und auch alle angeforderten Dokumente, die zur Verifikation notwendig sind, mit geschickt, jedoch keine Rückmeldung erhalten. Der Live Chat ist ebenfalls nicht verfügbar.

Vielen Dank, beste Grüße.

Hello zeninosilla,

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

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the casino should not reopen your account as you are self-excluded and instead just pay out the remaining balance from your account once it is fully verified.

Looking forward to your answer.

Regards,

Nick

Dear Nick, thank you for the quick response! The verification process has been running since yesterday. Since my account was closed, I sent the documents to the casino via email.

This morning I received an email asking me to upload all the documents to my account, which I did.

So far, only my identity and email address have been verified, see screenshot.

Since I don't have a Neteller or Skrill account, I couldn't upload any documents. There's no option (as is usually the case) to upload proof of address (e.g., a utility bill).

Thank you, best regards

Lieber Nick, vielen Dank für die schnelle Rückmeldung! Der Verifizierungsprozess läuft seit gestern. Da mein Konto geschlossen wurde, habe ich die Dokumente per email an das Casino geschickt.

Ich habe dann heute morgen eine Email erhalten, alle Dokumente in meinem Konto hoch zu laden, das habe ich getan.

Bisher wurden nur meine Identität und meine Emailadresse verifiziert, siehe Screenshot.

Da ich weder ein Neteller noch ein Skrill Konto habe, konnte ich dort keine Dokumente hochladen. Es gibt keine Möglichkeit (wie sonst üblich) einen Adressnachweis (z.B. Stromrechnung) hoch zu laden.

Danke, liebe Grüße

Hello, my account has now been verified, and I have requested a withdrawal. It is currently being processed. I'll get back to you as soon as I receive the money.

best regards

Hallo, mein Konto wurde nun verifiziert und ich habe die Geldabhebung beantragt. Diese wird derzeit bearbeitet. Ich meld mich wieder, sobald ich das Geld erhalten habe.

beste Grüße

Dear Zeninosilla,

I'm glad to hear that your account has now been verified.

Please keep in mind that withdrawals may take up to 14 days to be processed. Kindly let us know once you receive the funds or if you encounter any issues along the way.

Awaiting your response.

Best regards,

Nick

Hello, the case can be closed – I have received the payment. Thank you Casino Guru & thank you Roletto for the great, quick help!

Hallo, der Fall kann geschlossen werden - ich habe die Zahlung erhalten. Vielen Dank Casino Guru & vielen Dank Roletto für die tolle, schnelle Hilfe!

Dear zeninosilla,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru