Account under investigation and funds withheld

Hello,

I would like to file a complaint regarding a pending refund for a rejected withdrawal.

On Sunday, 23 November 2025, I requested a withdrawal via Ethereum worth 1989 Euros to my Bitpanda wallet. The withdrawal was rejected due to regulatory measures and, according to support, the funds were sent back to the payment team / originating wallet.

I was assured that once the funds were returned, the amount would be immediately credited back to my player account. Unfortunately, this has not happened, and I still have not received the refund.

I have contacted the support team multiple times over the past 11 days, and each time I was only told to “remain patient.” This is no longer understandable for me, especially since the casino confirmed that refunds should be processed instantly after a return.

Therefore, I am turning to AskGamblers for assistance in resolving this issue.

If a transaction hash or any other form of evidence is required, I am of course ready to provide it. I just did not want to publish such sensitive information publicly unless necessary.

Thank you in advance for your help.

Kind regards,

Despite already being verified, and completing over $10,000 of deposits and over $10,000 of withdrawals. I won some decent money recently and now I have “no permission to withdraw.”… I received a email stating they need video verification for to their KYC team, which I sent immediately. It’s now been 1 week and everytime I follow up it’s the generic response saying they will get back when the correct team has reviewed it. I don’t understand how a simple verification video can take ages to review, and after doing lots of deposits/withdraws already this happens randomly? Completely unacceptable and unprofessional, I’m hoping to get this issues resolved this week so I can go back to depositing and withdrawing money smoothly. - also the withdraw limits are extremely small especially for high limit players. I have to wait weeks if I reach my limit and want to withdraw more.

I registered with Rolletto, then deposited money and received a bonus.

After that, I made both verifications one on the page and the other one by mail with the video.

After 14 days, my video was verified. ( 20.01.)

I thought I could now withdraw my money, but it is not possible because the withdrawal page is blocked

The chat can't help me (account under investigation) and I also get no response on my mail

Actual balance: 19665,64€

I kindly ask the Rolletto team to speed up the processing and verification process.

It is important to me that my issues are resolved promptly so that I can continue to enjoy my betting experience at Rolletto in a comfortable, unrestricted, and speedy manner. I hope that the team will keep us better informed about how many days we have to wait and what steps are planned in this process. I think transparent communication with customers is very important.

Hello Rolletto I have been trying to withdraw my money ( 811.12$ ) since more then 1 month now.

My account is under investigation, you haven't told me why, and when this investigation will finish. Matter of fact, I can't withdraw while a investigation is on my account.

Please, help me solve this issue, thank you!

I deposited £200, which wasn't credited to my betting account.

However it did leave my bank account(I have transaction will attach file.)

I contacted support straight away and many times since, they have basically said it was declined and will bounce back within 2-3 days but be careful as it might not appear as a refund and you may have spent it.

I haven't I have checked.

I have asked for proof of declined payment and they ignore me. I have sent proof of payment (which you’ll find attached) and again they ignored me. Don't know what else I can do!?

I'm fed up with getting ripped off by offshore casinos please help.

< full name removed >

P.s my username for account is < username removed >. Also on attached files the payment to Rolletto comes under wexslide on Wednesday 10th july

I made a withdrawal of 190 Euro.

After fully verified and also passing the video verification still yet my withdrawal was rejected and I cant find my winning anymore.

I try reaching the customer support I got no reply anymore from them. I even almost lost all my winnings due to delay and verification process still yet after submitting all the documents and get approved by rolletto, still yet my withdrawal rejected and the system withdraw all my winnings.