Rollino Casino - O jogador afirma que o seu pagamento foi atrasado.

The casino is creating obstacles, asking for unnecessary things like screenshots of emails or my social security number in the bank's app. I sent everything as requested and now they want everything in screenshot format. They asked for all my bank and address details, which I sent in original, written form. The original form contains all the necessary data. I view all of this as bad faith. They don't want to pay and create difficulties. How is one supposed to take a screenshot of proof of address without taking a photo? This request seems odd. I just want to receive my winnings, as I fulfilled all the terms. I have all the photos as proof. Just as the casino wants to analyse my character, I also wanted to examine the casino's integrity, by finding out if they really pay, but so far, they are falling short. Now, imagine the situation. I deposited $20, but I was going to deposit $1,500. As I won twice on 10x, it wasn't necessary because I fulfilled the rollover comfortably. If I had deposited my money and won, they probably would not want to pay me. Be fair, like Betano, who pay without a minute's delay even when I win bonuses without making deposits. They have all requested data at hand, with great clarity. It's just that they don't want to pay. I hope they will be "upright and honest", and uphold their promises and terms without stalling!

O cassino está criando dificuldades, solicitando coisas desnecessárias, como screenshot de E-mail ou CPF no APP do banco, enviei tudo como solicitado e agora querem tudo no formato screenshot. Pediram todos os dados de banco e endereço que enviei original, por escrito. Sendo que o original consta todos os dados necessários. Vejo tudo isso como má fé. Não, querem pagar e criam dificuldades. Como se tira screenshot, de um comprovante de endereço sem tirar foto? estranha essa solicitação. Só quero receber, pois cumpri todos os termos. Tenho todas as fotos comprovando. Da mesma forma que o cassino quer fazer analises a meu respeito, quis analisar a idoneidade do cassino, comprovando se eles pagam mesmo e até o momento, estao deixando a desejar. Agora imagina a situação, depositei $20,00 reais, porém iria depositar, $ 1.500,00, como ganhei 2 vezes no 10x, não foi necessário, porque cumpri o rollover com sobra. Se eu tivesse depositado meu dinheiro e ganho, provavelmente não iriam querer pagar. Sejam justos, assim como a Betano que mesmo quando não faço depósitos e ganho com bônus, não levam nem 1 minuto para pagar. Eles tem todos os dados solicitados em mãos, com ótima nitidez, só não querem pagar mesmo. Espero que sejam "íntegros e honestos", para assumir as promessas e termos sem enrolação!

Dear Lopesrez,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We've reviewed the documentation you submitted and noticed that something crucial is missing for us to complete your verification.

To clarify what is required, we will send you a follow-up email with specific details and an example to make the process easier. Please check your email for this information.

We appreciate your cooperation and look forward to resolving this matter quickly and effectively.

Revisamos a documentação que você enviou e notamos que algo crucial está faltando para completarmos sua verificação.

Para esclarecer o que é necessário, enviaremos um e-mail de acompanhamento com detalhes específicos e um exemplo para facilitar o processo. Por favor, verifique seu e-mail para obter estas informações.

Agradecemos sua cooperação e estamos ansiosos para resolver esta questão de forma rápida e eficaz.

Dear Lopesrez, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Good morning, Veronika.

I fully understand the importance of KYC.

All documents requested were sent, including driver's license selfie, screenshot

of proof of address and bank and also the bank and address data in writing, these were sent in the first request, the second time they wanted a screenshot of the bank data within the APP, and in the last one now on the date of yesterday 08/30, they asked for a screeshot inside the bank's APP with my address where my email or CPF should appear. Everything sent as requested. At that exact moment, I received 2 emails

where one informs that my withdrawal has been canceled and that I must request it again with my CPF, since I had already requested it with my CPF and the other informs that my account has already been verified and I can now request the withdrawal. Therefore, I already requested the withdrawal on the PIX at 9:50 am - 08/31, Brazil time. Just wait now.

Bom dia, Veronika.

Compreendo perfeitamente a importância do KYC.

Todos documentos que me solicitaram foram enviados, entre eles selfie da carteira de motorista, sreenshot

do comprovante de endereço e do banco e também os dados do banco e endereço por escrito, esses foram enviados na primeira solicitação, na segunda vez queriam screenshot dos dados do banco dentro do APP, e na ultima agora na data de ontem 30/08, pediram screeshot dentro do APP do banco com meu endereço onde deveria aparecer meu e-mail ou CPF. Tudo enviado conforme solicitado. Nesse exato momento, recebi 2 e-mails

onde um informa que meu saque foi cancelado e que devo solicitar de novo com meu CPF, sendo que ja tinha solicitado com meu CPF e o outro informa que minha conta ja foi verificada e ja posso solicitar o saque. Sendo assim, ja solicitei o saque no PIX as 9:50 - 31/08, horário Brasil. Só aguardar agora.

Good afternoon,

Stopping by to update my situation. Today, when entering the bank's APP, Casino Rollino

made the payment of R$500.00. I want to thank the casino for its honesty, despite the delay.

I would also like to thank everyone responsible for Guru for their support and congratulate them for their commitment

and for the time dedicated to helping people.

Therefore. I end my complaint here!

Ass: Paulo Roberto

Boa tarde,

passando para atualizar minha situação. Hoje ao entrar no APP do banco o Cassino Rollino

efetuou o pagamento de $500,00 reais. Quero agradecer pela honestidade do cassino, apesar da demora.

Quero agradecer também pelo suporte realizado a todos responsáveis pelo Guru e parabeniza-los pelo empenho

e pelo tempo dedicado a ajudar as pessoas.

Sendo, assim. Finalizo aqui minha reclamação!

Ass: Paulo Roberto

We have reviewed your recent correspondence regarding the KYC process and your withdrawal request. We are pleased to inform you that your account has been successfully verified. Your withdrawal request was initiated today, 9/1, and you should receive the funds shortly.

If you have any further questions, do not hesitate to contact us.

Revisamos sua correspondência recente sobre o processo de KYC e sua solicitação de saque. Temos o prazer de informar que sua conta foi verificada com sucesso. Sua solicitação de saque foi iniciada hoje, 01/09, e você deve receber os fundos em breve.

Se tiver mais alguma dúvida, não hesite em nos contactar.

Dear Rollino Casino representative, thank you for getting in touch with us.

Dear Lopesrez, please let me know when you receive your winnings.

Good evening, Veronika.

In the post above it was already stated that the casino made the payment.

I thank you and request closure.

Thanks!

Boa noite, Veronika.

No post acima ja havia informado que o cassino realizou o pagamento.

Agradeço e solicito o encerramento.

Obrigado!

Dear Lopesrez,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru