RollAU Casino - Player's withdrawal is delayed due to unclear policies.

I won $3000 and I had deposited $10 to start with then another $40, I played through my wager won some more lost some more, i then decided to withdraw at $3000 my withdrawal was rejected and I was told to resubmit my withdrawalI have read through the terms and conditions on the site and it doesn’t stipulate anything about making a secondary deposit and that it will not effect the withdrawal limit (players can only withdraw 100x deposit amount) that is clearly stated in t&c however the depositing and playing through extra is not, I was told it was against the companies policy, well there is NOTHING listed regarding that in any fine print and/or any agreement and ISNT STATED ON THE WEBSITE AT ALL! It’s only apart of the companies policy when it suites them, i would have withdrawn at 1000$ if it was stipulated and I would have stopped playing and withdrawn instead of depositing more and continuing to play, I was only able to withdraw $1000 instead on $3000! It needs to be listed and stated in t&c, I believe I’m entitled to the remaining $2000, it’s not like the company still hasn’t gained from my deposits, I have deposited 5k in a couple of months so they are still on top…

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Hello,

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

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

• Could you please share a screenshot or a link of the bonus you activated and played in the casino?
• Did the casino support convince you to deposit more in order to withdraw more from the bonus?
• Where was the information about the withdrawal limit shared with you?
• Was any amount confiscated at any point? With what justification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

they are trying to say that I deposited $10 and that when I deposited the extra $40 that didn’t count there is nothing on the websites terms and conditions that says I can’t add another deposit to up my withdrawal amount I played through my wager and was able to submit the withdrawal request so if it was against the policy the system shouldn’t have allowed me to submit the withdrawal request nor deposit more… you can withdraw 100x your deposit but nothing says you can’t add more to withdraw more you just need to play through the wager to be able to go through with a withdrawal. It’s not like I didn’t win more I just lost those winnings and decided would withdraw the 3000

Could you please share a screenshot or a link of the bonus you activated and played in the casino?   

- I didn’t activate any bonuses 

Did the casino support convince you to deposit more in order to withdraw more from the bonus?

- I didn’t converse with the casino I just thought I would continue playing after winning 3k I deposited another $40 with the hopes that I would win $5000 and I got it up to $3700 and then lost the extra $700 so decided to withdraw the $3000 instead of continue to play and loose it all., (I did look at it at 1k and thought about withdrawing but I was under the impression that I could make another deposit and it would change my withdrawal amount. 

Where was the information about the withdrawal limit shared with you? 

- Upon signup written in the clause states you can withdraw 100x your deposit. 

Was any amount confiscated at any point? With what justification? 

-The amount confiscated was the remaining $2000 once I withdrew the $1000 (I wasn’t going to start complaining and loose the whole lot because the casino can just block my account all together).

I got the same continuous explanation and they don’t give me any screenshots of terms and conditions which state tha you cannot deposit to increase withdrawal amount ect

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I look forward to hearing from [email protected] and thank you for your reply Tomas

Hello there,

Thank you Nothappyjan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RollAU Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

I highly doubt the casino will reply they seem to be giving me the same response over and over just like when I had the issue of withdrawal

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter