Rolletto Casino - O jogador está enfrentando dificuldades para retirar seus ganhos.

Hi there

I’m a verified member of the casino

made 1 withdrawal at 1am on the 28th Jan (€450), and one on the 31st Jan (€444) and it still hasn’t been processed.

Terms and conditions of the website state they take 3 working days to process. When I contact the live chat I’m told "there’s delays" and "be patient". Which is pretty patronising.

they can’t tell me why there are the delays or how long it’ll last and have said "I can’t say a timeframe" many times.

please help.

Dear Gaelyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Gaelyy,

Have there been any developments since our last conversation?

Dear Gaelyy,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello,

The User made already the Withdraw and it went successfully.

We apologize for the inconvenience.

Kind Regards,

Rolletto Team

Thank you, Rolletto Casino team, for your assistance. Could you please forward any supporting evidence to petronela.k@casino.guru? Looking forward to hearing from you.

We would like to ask the Rolletto Casino to reply to this complaint and provide supporting evidence that the funds have been sent to the player.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you very much, Rolletto Casino team, for forwarding the confirmation about successful payments.

Dear Gaelyy,

Could you please confirm that you've received the funds? Thank you very much in advance.

Dear Gaelyy,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will mark it as resolved since we received supporting evidence from the casino that your withdrawal has been processed.

Since we received supporting evidence from the casino that the payment has been processed successfully, we will mark this complaint as "resolved" now in our system even without the player’s confirmation.

The player can reopen this complaint anytime.