The player from Ontario had created an account, deposited $400, and won $11,000 after wagering her bonus. After submitting all documents for verification and requesting a withdrawal, her account was disabled. She believed the issue lay with multiple accounts under the same operator, which she had not realized were connected. The complaint was closed due to a lack of response from her to the Complaints Team's inquiries, which prevented further investigation. The player retained the option to reopen the complaint in the future.
Rollero Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: C$11,000
Rollero Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Created an account deposited $400 and got a bonus of $400 wagered the whole bonus and ended up winning $11,000 submitted all documents for verification. Submitted withdrawal requests for the $11,000 when to check my account a couple hours later and it says my account is disabled. I don’t have multiple accounts with the casino but the operator of the casinos I just noticed I have different accounts at different casinos so I think that’s where the issue is but it’s not illegal and I didn’t notice they were the same operator.
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3 months 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.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a screenshot of the error you see when you try logging into your account?
Have you contacted customer support to ask about the reason why your account was disabled?
Did you pass the full KYC verification before your account was disabled?
Could you please send me a link or a screenshot of the bonus you activated and played with?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear Monaali12,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
