Withdrawal on hold

Why is Rolletto Casino asking for my documents?

Licensing rules make us confirm who you are before money leaves the account, and the check usually clears inside 72 hours.

Start verification

Licensed and regulated under MGA/B2C/651/2016, operating since 2016 under Rolletto Casino Ltd. (C-38106)

Before the first payout

Unverified account to open withdrawals

Clear answers on who looks at your file and how fast Rolletto Casino moves on it.

Checks handled by

Rolletto Casino Ltd.

Licence

Malta Gaming Authority, MGA/B2C/651/2016

Typical turnaround

72 hours

Required by

Before the first withdrawal

Questions go to

[email protected]

Minimum age

18+

Inside your account

Send clean copies and skip the delays

Send sharp, matching copies in the right order and the reviewer has nothing to query.

Open slots first

Open the verification area from your account menu and read the short list of accepted formats before you touch your camera or scanner. Note which slots are still empty.

Flat, glare-free photos

Photograph each document flat on a dark surface with every corner inside the frame and no glare from a lamp or a screen. Blurred edges are the usual reason a file bounces back.

Same name on every card?

Mask nothing on the card image except the middle digits, and make sure the name matches the one on your identity document. A different spelling slows the whole file down.

A single reply to the reviewer

Watch your inbox rather than resubmitting: a reviewer may ask for one clearer page, and a single reply keeps your place in the queue. Most files close within 72 hours.

Fewer resubmissions

Match each copy to its purpose

This table settles which copies to prepare and what each one has to show clearly.

Photo ID

ConfirmsYour name, face and date of birth

Must showAll four edges, readable text, no glare

Proof of address

ConfirmsWhere you live now

Must showYour full name, address and a recent date

Payment card image

ConfirmsThe card behind your deposits

Must showMasked middle digits, name matching your ID

A first-try approval next time

Is my old ID still valid? A passport or licence past its end date proves nothing current, so the reviewer has to refuse it and ask again. Renew the document with the issuer Upload the new copy once it arrives

Your mismatched details. If the name or address on your bill differs from your account details, the reviewer cannot tie the paper to you. Update your profile to match exactly Send a bill issued in your own name

Edge to edge, not cropped. A corner cut off, a glare over the photo, or a thumb over the text gives the reviewer nothing to read. Lay the document flat on a table Retake all four corners in frame

Show where your money comes from

Rolletto Casino holds a licence from the Malta Gaming Authority, number MGA/B2C/651/2016, and that licence requires checks against money laundering. Asking where your money comes from is routine for every licensed operator, not a signal that you did anything wrong.

Any one of these can come up, depending on how you fund the account.

Recent bank statements
Payslips from your employer
A tax return summary
Proof of a property sale
Evidence of an inheritance

Four trigger moments

Before the payout, not after

You will know exactly which moments start a check and what each one asks of you.

Correct the spelling first

Details that differ from your papers flag the account, so support asks for the document that carries the correct spelling or address.

A first-time payment route

A card or wallet you have not used before brings a fresh paper trail, so the reviewer asks for proof that the method is yours.

Papers first, payout second

The licence requires a verified player before any payout leaves, so the first cash-out is the latest point where papers are asked.

Old enough to play?

Because the market is 18+, the casino may confirm your age at sign-up or before a withdrawal, using the photo ID already on file.

Fewer retries

Shortcuts past the common sticking points

Open this when a file comes back flagged or a payout sits waiting on review.

Why was my photo ID refused during the check?+

Re-shoot the document in flat daylight on a dark surface with the whole card in frame. Refusals mostly trace back to glare, cropped corners or a blurry second page. Better light clears nearly every rejection.

When does the casino ask for my documents?+

Your account can be asked for files at registration or at the first deposit. A completed check sits before the first withdrawal leaves the account, as the license requires. Keeping scans ready shortens the wait either way.

Will I have to send my documents again later?+

Usually no. Once the file set passes, it stays on record and covers future withdrawals. Only an expired card, a new address or a changed name brings the request back.

What happens if my name changed since signing up?+

A name change means a fresh photo ID plus proof that ties the old name to the new one. The verification team at [email protected] handles these cases and updates the profile.

Are phone pictures of my ID accepted?+

Yes, phone pictures pass when the text is sharp and the whole card sits in frame. Keep the flash off and hold steady. Screenshots and copies of copies tend to fail.

Which regulator licenses Rolletto Casino?+

The Malta Gaming Authority supervises the site under license MGA/B2C/651/2016, held by Rolletto Casino Ltd. That license is what makes the identity and AML checks compulsory for every player who joins.

How safe are the documents I send in?+

Files travel over 256-bit AES encryption and stay inside the compliance team's access. Questions about who reads them go to the privacy team at [email protected]. The same rules apply to every account, whatever the deposit size.