Hello,

My withdrawal has been repeatedly denied by the casino for weeks. KYC has already been conducted, and they claim that I have not met the wagering requirements yet. However, I have wagered at least 150 Euros, which is approximately five times my total deposit.

Hallo,

meine Auszahlung wird seit Wochen von dem casino abgelehnt. KYC ist schon durchgeführt und sie behaupten, dass ich die wagering requirements noch nicht erfüllt habe. Jedoch habe ich mindest 150 Euro Bereits gewagered, was etwa dem fünffachen meiner Einzahlung entspricht.

Hello frankschmank99,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear frankschmank99,

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.

My account has been fully verified for a month. I didn't use a bonus. I last spoke to the casino a month ago and they declined my withdrawal.

Mein Konto ist seit einem Monat vollst?ndig verifiziert. Ich habe keinen Bonus benutzt. Ich habe das letzte Mal vor einem Monat mit dem Casino gesprochen und da haben sie meine Auszahlung abgelehnt.

Dear frankschmank99,

Did they explain the withdrawal rejection? How much did you deposit into the casino exactly and how much is your current balance?

No, it hasn't been resolved yet. I deposited 35 euros and currently still have 31 euros in credit

Nein, es wurde noch nicht gekl?rt. Ich habe 35 Euro eingezahlt und habe aktuell noch 31 euro Guthaben

Dear Casinoguru team and esteemd frankschmank99

We would like to inform you that we have reviewed your case and noticed that you need to complete the wagering terms.

Our representative will let you know the details via email. 

With regards

Rolletto Team

Dear frankschmank99,

Did the casino contact you via e-mail? Could you please forward the same e-mail to us as well to [email protected] or the case has been already resolved between you and them?

Dear frankschmank99,

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.

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.