The player from Greece faced issues with the casino's unclear listing of play amounts and a frustrating withdrawal process that required verification. He accidentally lost his balance of €20 while waiting for the withdrawal, feeling that the casino distracted players. The player later closed his account and confirmed that the balance shown during gameplay matched his actual balance. After reviewing the case, it was determined that there were no grounds to request refunds or additional payments from the casino, and no further assistance was provided.
RollCasino - Player requests payout after losing balance.
Closed
Our verdict
Unjustified complaint
Amount: €240
RollCasino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
1 month ago
Translation
First, the amounts we have as an amount to play are not listed, it is distracting, second, I requested a withdrawal and was asked to verify my account, I continued to play completely "accidentally", I lost it, shame on the casino, the photo is attached when I reached 0.00 and it seems that I had €20, the casino is distracting the players, please transfer the money to my account
Automatic translation:
Public
Public
1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear F.otis316,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with RollCasino. I'm afraid I will need more information regarding your problem. Could you please elaborate?
Are the funds still in your account or have they been lost during gameplay?
Thank you in advance for your response.
Best regards,
Attila G.
Public
Public
1 month ago
TranslationThe money was lost but the casino is out of place and time, imagine that it still says that I have money but if I have to play I have no luck and so in this way I logically lost the money
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Look here, as soon as I entered, people are just looking to get
Automatic translation:
Public
Public
1 month ago
TranslationAttila wrote something else, but it says 240 euros, I wrote not 20
Automatic translation:
Public
Public
1 month ago
Dear F.otis316, thank you for your response. Could you kindly confirm if the account balance shown during your gameplay at the casino corresponded with your actual account balance? Does the sum of 20€ appear even if you open your in-game wallet?
Thank you for your patience and cooperation.
Public
Public
1 month ago
TranslationUntil yesterday yes now I have closed the account
Automatic translation:
Public
Public
3 weeks ago
Dear F.otis316,
Thank you for your response. After a thorough review of the situation, it has been determined that we do not have sufficient grounds to request refunds or additional payments from the casino. Your confirmation that the account balance displayed during your gameplay accurately reflected your actual account balance further reinforces this conclusion.
I regret that we are unable to assist you further on this occasion and sincerely appreciate your understanding.
Best regards,
Attila
