Verification was not possible at this casino, my passport, which is currently valid, was not accepted and further identity documents can no longer be uploaded via the website.

The support is unhelpful, always the same response, advising to please contact the email address: [email protected]. According to Microsoft, delivery to this email address is not possible.

Verifizierung in diesem Casino war nicht m?glich, mein Reisepass, der zum jetzigen Zeitpunkt noch gültig ist wurde nicht akzeptiert und weitere Dokumente zur Identit?t k?nnen über die Website nicht mehr hochgeladen werden.

Support nicht hilfreich, immer die gleiche Antwort, man soll sich doch bitte an die Email Adresse: [email protected] wenden. An diese Email Adresse ist eine Zustellung der Emails laut Microsoft nicht m?glich.

Dear San1203,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

We have reviewed the issue and it seems that there has been a misunderstanding, and I would like to clarify the situation and provide assistance to help you resolve the issue.

The correct email address for our KYC team is [email protected], not [email protected]. I understand how this discrepancy could have caused confusion.

I see that our KYC team sent you an email on 2023-08-01 with instructions on how to retry the verification process. Please ensure that the document you are submitting for verification is currently valid, and the ID document must be valid for at least one month from the date of submission. As this is a key requirement for passing our automated system.

If you need further assistance, I am here to help. You can reply directly to the KYC team at [email protected] or contact our support team at [email protected] and we will guide you through the verification process step by step.

Your satisfaction is our priority, and we are committed to resolving this matter as quickly as possible.

Thank you for your understanding, and we look forward to having you enjoy your gaming experience at our casino.

@Rollino Casino team

Thank you very much for looking into this and for the clarification.

@San1203 

Please follow the casino's instructions and keep me informed about any further developments. Thank you in advance.

Thank you, after getting a new passport today, it's working now.

Vielen Dank, nachdem ich heute einen neuen Reisepass bekommen habe, hat es nun funktioniert.

Addendum:

I uploaded the passport and did the Face ID and also uploaded a proof of address. My account has been verified. I have requested a withdrawal of 200 euros. You canceled this again because you want me to take a selfie with my passport and a screenshot of my bank account.

Nachtrag:

ich habe den Reisepass hochgeladen und habe die Face ID gemacht und auch eine adressnachweis hochgeladen. Mein Konto wurde verifiziert. Ich habe eine Auszahlung von 200 Euro beantragt. Diese haben Sie wieder storniert, weil ich noch ein Selfie mit Reisepass und einen Screenshot von meinem Bankkonto machen soll.

I am writing to inform you about the resolution of the issue raised regarding player verification and withdrawal of funds.

I am pleased to report that the player has been successfully verified through our standardized verification process and the requested funds have been withdrawn.

Should you have any further questions or require additional assistance, please do not hesitate to contact us. We're here to help.

Ich schreibe Ihnen, um Sie über die L?sung des aufgeworfenen Problems hinsichtlich der Verifizierung des Spielers und der Abhebung der Gelder zu informieren.

Es freut mich, Ihnen mitteilen zu k?nnen, dass der Spieler erfolgreich durch unseren standardisierten Verifizierungsprozess verifiziert wurde und die angeforderten Gelder abgehoben wurden.

Sollten Sie weitere Fragen haben oder zus?tzliche Unterstützung ben?tigen, z?gern Sie bitte nicht, sich an uns zu wenden. Wir sind hier, um Ihnen zu helfen.

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Thank you, everything has been settled and the money has been paid out.

Vielen Dank, es hat sich alles erledigt und das Geld wurde ausbezahlt.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, San1203, for your cooperation and confirmation, and please don’t 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,

Petronela

www.kpvfaw.com