Rolla Casino - Player’s account has been closed after winning.

hello,

i won approximately 6k on this site while putting in 3 k and then i cashed out at 9017 and then the next morning i wake up to an email saying my account was closed. i have emailed multiple times to work to address this issue with no reply or reason why the account could have been closed. i have played on here previously with no issues it feels wrong that after my first substantial win they do this

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Dear trgovcichcassandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

hello,

i did play slots and the verification was completed back in march when i successfully completed a smaller withdrawal.There was no active bonus used during my play period.

Thank you for your reply and for providing the previous details, trgovcichcassandra.

• Can you confirm which verification documents you have submitted and when?
• What was the reason given in the email regarding the closure of your account?
• Were there any terms or conditions that you think might have been breached before the account closure?

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

hello petra, i have forwarded these to your email address. There were no terms and conditions broken. i completed the verification successfully back in march when i successfully completed my first redemption with them. They sent me absolutely no reason for closure and still have not...

Dear Nicozur,

Thank you very much for your message and for sending the documents.

I’m sorry, but it seems that I haven’t received youe email yet—there might have been a small issue with the delivery.

Would you mind kindly sending it once more, either to my email address petra.h@casino.guru or by uploading them directly to the complaint thread? I’d really appreciate it so I can continue reviewing your case as soon as possible.

Thank you again for your patience and cooperation.

i have more to upload but it only allows a few

Dear trgovcichcassandra

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 Romi (romana.r@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,

Petra

thank you!

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Rolla Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi