Rollino Casino - Акаунтът на играча е възпрепятстван да изпраща документи за верификация на неговия акаунт в казино.

They're not accepting my documents, and the last time I sent them, they blocked everything and told me to contact support. I reached out to them, but they're not responding anymore.

Eles não aceitam meus documentos e agora a última ves que mandei eles bloquearam e disseram para entrar em contato com o suporte, entrei em contato com ele e não me respondem mais.

Dear Anderson2000,

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 take KYC lightly.

Could you please list which documents you have already provided and when exactly did you send the last one?

Which documents were approved and which were not? When was the last time you contacted the casino and when was the last time the casino responded?

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

Dear Anderson2000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We would like to clarify that your account has not been blocked by the system. There was a problem with the quality of the documents previously sent, which is why they were rejected. We are preparing a new email with additional details and instructions on how to proceed. If you haven't received it yet, wait for it to arrive in your inbox soon. Also be sure to check your spam or junk folders. We appreciate your patience and understanding in this matter.

Gostaríamos de esclarecer que sua conta não foi bloqueada pelo sistema. Ocorreu um problema com a qualidade dos documentos enviados anteriormente, motivo pelo qual foram rejeitados. Estamos preparando um novo e-mail com detalhes adicionais e instruções sobre como proceder. Caso ainda não tenha recebido, aguarde que em breve chegará em sua caixa de entrada. Certifique-se também de verificar as pastas de spam ou lixo eletrônico. Agradecemos sua paciência e compreensão neste assunto.

Thanks for your reply to the Rollino Casino.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.