Rolla Casino - Player’s account has been closed with pending withdrawal.

My account at Rolla Casino was closed while I had approximately $249.21 in winnings pending withdrawal.

I successfully completed Step 1 of the verification process. During Step 2 (Proof of Address), I made multiple good-faith attempts to upload acceptable documents. After several attempts, the system blocked further uploads and explicitly instructed me to contact support for assistance.

I contacted Rolla support multiple times by email requesting help to complete verification. I did not receive any response, assistance, or alternative method to submit documents. While still locked out of verification and awaiting support, my account was closed.

When I contacted Rolla for clarification, they stated that my account "did not meet internal risk standards" and that the decision was final. They refused to provide any specific reason or address the verification lockout, and they did not dispute that I attempted to verify or that support failed to respond.

I was not refusing verification. I was actively attempting to comply and was prevented from doing so by system limitations and lack of support response. Closing my account and withholding funds under these circumstances is unfair, as I was never given a reasonable opportunity to complete the required verification.

I am requesting either: • Reopening of verification so I can complete it, or

• Release of my remaining balance

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolla 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 and when exactly your account was blocked?
• Could you please clarify which documents you submitted as proof of address? What was the format you used when submitting these documents?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I created an account on 11/10/2025. My account was blocked around 02/10/2026.

For proof of address documents, I used my chime statement uploaded as a PDF form. And it was not accepted , so next I was going to use a utility bill.

For the amount I achieved, I had about .60-1.00 on my account already. Not sure if it was left over of a deposit or their daily bonus

Dear KaylaL,

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 KaylaL,

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

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 KaylaL,

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