Hi does anyone have any advice or been in this situation before many thanks

It is nothing unusual that a casino would ask for some additional information, to tell you the truth.

I surely understand that you feel like they are trying to avoid paying you, but I hope that sonn they will approve your video provided and you will withdraw your winnings.

Have you got any news regarding all this, by now?

I saw that you have filed a complaint, and our team has already started to work on it, so you are surely in good hands. Just be a bit patient, and hopefully soon we'll be able to move forward.

I emailed them 3 days ago again and still no reply I understand about verification and they have to do it but when I opened the account it was all verified then they request the video which is fine but it’s been 2 weeks now that they have had the video and still nothing has been done I’ve had no contact from them now surely this is to long

It really is pretty long, you're right. I just hope that our complaint team will be able to communicate with the casino so they can explain all this delay.

Try to be patient, please, even though I know it is not easy and you're frustrated that you have no answers.

I will keep my fingers crossed for you and will wait for updates regarding your case.🤞

Hi I finally got an email from them this morning to say my video has finally been verified I’ve now requested a withdrawal hopefully this will go through fine with no problems I will update on here when I receive it

Great that they've approved it. How long exactly did it take them?

Please do update us whenever you get the money; yes, we'll wait for the good news here.

joe I’m having same issue did you have to talk on your video?

Sorry for the issue you experienced. Did you manage to get your account verified though?

Also, whenever replying to some other user, you can use the "reply" button, and this user will get notified of your post.😉

i was apparently verified but they now have asked for a video and it seems like im jumping through hoops. I suffer from anxiety bad aswel and it’s really triggering it.

Hi yes I had to speak and say what was on the paper that you hold up to the camera I was worried at this point because my account was already verified plus I had won big but yer they finally verified the video after 2 weeks and yesterday they emailed me to say the video was fine and I can now request to withdraw which I did yesterday by sepa and this morning it was in my bank account so I’m relived now but as long as you supply them with what they ask for then hopefully it should be fine

I’ve got 6000 in mine I’ve deposited over 3 grand and I’m worried. I’m fully verified and sent a video this morning. Did you have too send the video more than once and I’m glad you got your money.

Just an update to my post the video took 2 weeks to get verified I requested a withdrawal yesterday and it hit my bank account this morning so all seems ok now I’ve just requested another withdrawal now so hopefully that will hit my bank tommorow yes it took a long time but eventually it’s all sorted

I had 8000 in mine and I was the same as you very worried I was fully verified then when I tried to withdraw they kept rejecting it then they requested the video and got no reply for days so yer my anxiety went through the roof that’s why I contacted on here I emailed them a few times for an update and they kept saying they are working on it I sent the video twice just so they 1000% got the video so waited 2 weeks until finally they replied over the 2 weeks I was still playing on the site I’m sure you will be ok it just takes to much time to verify the video considering when you first verify your account that takes minutes as you know

i don’t want too bet now just in case I win.

Yer that’s understandable when did you send the video and did you send it to kyc@Rolletto maybe send it again obviously with todays date on the paper again just to be on the safe side and ask can this process be done asap please like I said I was in the same boat as you and mega worried but when money hit my account this morning I was so relived just try not to worry and hopefully it gets sorted quickly for you