Complaint #2 Rolletto Sportsbook

Rolleto Sportsbook - Withdrawal page blocked verification and video verification completed

By Gudrat H.

10 months ago

Dear Rolletto Casino Support / AskGamblers Complaints Team,

I am submitting an official complaint regarding the handling of my account and the withholding of my funds.

My user ID / registered email: [your login or email]
Deposit amount: 2,000 USD
Current balance: 13,202 USD

Timeline of events:
• I completed the initial account verification as requested.
• On 20 October 2025, I was asked to complete a video verification, which I did.
• You stated that the verification process would take up to 48 hours, but it was completed only on 3 November 2025 — 14 days later.
• After the verification was completed, I submitted a withdrawal request. Two days later, the request was cancelled, and I was informed that my account was now undergoing an additional “account review.”
• Since then, this review has been ongoing for more than a month, and my balance remains blocked.

I have fully complied with all your verification requirements. However, my funds remain locked, and the review process has been prolonged without a proper explanation. I request that my account be unblocked and that my current balance of 13,202 USD be paid out, or that you provide an official explanation regarding the reasons for the delay and the steps required to resolve this matter.

Best regards,
Gudrat

Disputed sportsbook Rolletto Sportsbook

Reason Delayed payment

Amount $13202

Discussion

gudrathas

• Azerbaijan

9 months ago

Dear Rolletto Team,

I have to express my frustration with this situation.

How long do these “checks” actually take? I have been waiting for over a month already. I submitted every single document you requested, including the verification video, and your team clearly confirmed that my account was fully verified.

So what exactly am I waiting for now? This delay is unreasonable, and I expect a concrete explanation and a specific timeframe for when my withdrawal options will be opened.

Looking forward to your prompt response.

Best regards,
Gudrat

Rolletto Sportsbook

• Representative

9 months ago

Dear AskGamblers Team,

First of all, we would like to apologise to the player for the inconvenience caused during this process. We fully understand how important it is for the user to receive a timely resolution.

At this stage, we are reviewing the information and documentation submitted by the player together with our Compliance Team. Once the internal checks are fully completed, we will update both the user and AskGamblers immediately.

We will provide further updates as soon as there is any progress or a status change.

Best regards,

Rolletto Team

AskGamblers

• Support Team

10 months ago

Dear Rolletto Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rolletto Sportsbook Complaint Stats

Resolved 0 / 2

Avg. Amount $8,001

Avg. Complaint Duration 8 days

Avg. Response Time 7 days

Rolletto Sportsbook Complaints

See all complaints for this sportsbook

Let me play for a week then confiscated my winnings when I tried to withdraw

I deposited and played on Rolletto for a full week with no issues raised whatsoever — no verification flags, no account restrictions, nothing. The moment I tried to withdraw my winnings, everything changed: on 3 September, I received an email stating my account had been permanently closed for allegedly violating "Article 15" (selling or transferring claims/rights to a third party), and that I could only withdraw my deposit minus a 20% deduction, with all winnings removed.

If they had a genuine concern about my account, why was I allowed to deposit and play completely freely for an entire week? The issue only appeared at the exact moment I asked to cash out. That timing speaks for itself.

I have never sold, assigned, or transferred anything related to my account to any third party — the account was used solely by me. The actual issue was a technical one during SumSub verification: the live selfie step showed as completed successfully, but the passport document upload glitched and failed to go through properly. That is a document-upload issue, not a breach of Article 15, and I offered to resolve it immediately via a live video call or in person if needed.

I disputed this in writing five separate times. In every single reply, Rolletto repeated the wording of Article 15 but never provided one specific fact — no date, no named third party, no transaction, no evidence at all.

On 16 September, I submitted a formal Subject Access Request for my data and any internal notes on this "investigation," with a 14-day deadline under Curaçao data protection law. It has never been answered.

I also asked them to name their CGA-certified ADR provider, which they're legally required to disclose under Article 5.3 of the LOK. They haven't done that either.

What I'm requesting:

Full balance reinstated, including all winnings — a week of trouble-free play followed by confiscation at the exact point of withdrawal, over a document upload glitch, is not evidence of any breach.

A response to my outstanding data request.

Confirmation of their ADR provider.

Full correspondence attached.

Unresolved

$2,800