Rolletto Casino - Der Spieler hat während der Überprüfung sein Guthaben verloren.

Hi,

id been playing rolletto as a verified member, all documents were sent and approved and id made withdrawals previously.

I built a balance of £3000 and requested a withdrawal of some of the funds. Rolletto then had it processing for hours and hours and then rejected the withdrawal and asked me to provide even more information, information I’d already provided, a pdf showing all deposits made to website.

I argued that I’d already done this and they just said we need you to do it again even though it was confirmed previously and I’d made withdrawals just days before.

after this I ended up losing the balance due to this delay and deposited a further £6000 over the course of 24 hours, if they’re carrying out AML checks and are refusing withdrawals, they shouldn’t be allowing further deposits to be made alongside this. They didn’t flag the numerous deposits or attempt to contact me.

I am asking rolletto to refund me the deposits made since the withdrawal request was declined.

Dear JackDee97,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

We understand how frustrating it must have been to face a delay with your withdrawal, especially after having previously completed the verification process. However, online casinos are legally required to carry out additional checks from time to time, even if similar documents have been submitted and accepted before. These checks may be triggered by various factors, including unusual activity or the size of the withdrawal request.

We’ve carefully reviewed your case, and unfortunately, since the deposited funds were lost during regular gameplay, we are unable to request a refund of these amounts. We understand your concerns regarding continued deposits during the ongoing checks, but this alone does not provide grounds for a refund once the funds have been played.

We know this isn't the outcome you were hoping for, but we appreciate you taking the time to raise your concerns with us.

Please let me know if there is anything else I can assist you with, or this complaint will be closed.

Best regards,

Veronika

Casino.Guru Team

I’m looking for a refund of the future deposits, not the balance lost that was already on the account.

if the company wants to check AML policies which had already been provided then they shouldn’t allow any withdrawals OR deposits until this is cleared, how can they just stop you withzrawing but carry on letting you put money I. If there’s AML concerns?

Thank you for your follow-up. While I understand your frustration, the fact that the deposited funds were used during regular gameplay makes it very unlikely that the casino will agree to refund them. Generally, refunds are only considered in cases where deposits were not used or there was a clear technical or regulatory failure. Unfortunately, allowing deposits during ongoing checks is not typically seen as grounds for a refund.

Could you please specify the current balance in your casino account?

Dear JackDee97,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru