Bankrolla Casino - Player’s account has been closed.

Hello,

I would like to file a complaint regarding Bankrolla.

My account was closed due to an alleged violation involving multiple accounts. However, I have never knowingly created or used multiple accounts.

It is possible that another account was created or accessed using my personal information without my knowledge or authorization.

Despite this, I fully cooperated with their verification process and provided all requested documents, including proof of identity, selfie verification, and payment method verification.

After completing verification, I was informed that my account would remain closed and that the decision was final, with no appeal allowed. My refund request was also denied.

I was not provided with any clear evidence of wrongdoing, nor a detailed explanation of how this decision was reached.

This matter has been ongoing since December, and I believe my funds are being unfairly withheld.

I am requesting assistance in reviewing this case and helping reach a fair resolution.

Thank you.

P.S.

I’m unable to confirm the exact redemption amount, as it was not clearly stated in the emails I received and I no longer have access to the account where it was displayed.

However, the funds in question relate to my account balance prior to closure and my attempted withdrawal at that time.

I can provide any additional information if needed, and I have attached all relevant communication and documentation available to me.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankrolla Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Do I understand correctly that the casino requested verification documents after your account was closed?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of promotions?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

I began playing at the casino on December 11th.

My account had already been verified prior to my redemption request. However, the casino requested additional verification documents only after my account had been closed.

To accumulate my balance, I primarily played slot games.

Regarding promotions, I do not clearly recall using any significant bonus credits. If any were used, they would have been minimal (for example, a small promotional credit such as approximately $12 for around $20 in play), but I cannot confirm this with certainty.

Please let me know if any additional information is needed.

Thank you.

Hello Tomas,

I wanted to follow up and note that I was unable to upload all of the screenshots of my communication with Bankrolla, as the system limited me to only five attachments.

I have additional screenshots available that I can provide if needed.

Please let me know if you would like me to send the remaining documentation.

Thank you.

Hello Tomas,

I wanted to provide an update regarding the latest response I received from Bankrolla.

They stated that multiple accounts were linked based on internal identifiers, but also mentioned that the case may be reviewed if it is confirmed that the accounts belong to different individuals.

I would like to clarify again that I only created and used one account, and I have already completed verification for that account, including providing documentation for the only card associated with my activity (ending in *6642).

Additionally, my account had already been verified prior to my redemption request, and further verification was only requested after my account was closed.

Despite my cooperation and submitted documentation, they have not provided any specific evidence showing that I personally created or used multiple accounts.

Given their statement that the case may be reviewed under these circumstances, I would greatly appreciate your assistance in addressing this with them.

Please let me know if you need any additional information from me.

Thank you.

Dear J3st3r,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello J3st3r,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

I mean I have a lot of screenshots of our convo before I reached y'all but I can only upload t at a time

Hello J3st3r,

in case the information is relevant to the case, you can send it to martin.l@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Sorry I know it's a lot but that's my entire convo

Dear J3st3r,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin